Return Policy
Your satisfaction as our loyal customer is our first priority. Because of the confidence that we have in our own products, we are able to offer our customers a 30-Day Return Policy, which means you have 30 days after receiving your item to request a return.
I. Return Eligibility Criteria
l To be eligible for a return, your item must meet the following criteria:
l The item must be returned Within 30 days of receipt of the item.
l The item must be In original condition: resellable.
l The item must be Unused or undamaged.
l The item must be returned In the original packaging.
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II. Who Pays for Return Shipping?
Your return shipping costs will be determined by the reason for the return:
A. Merchant Fault Returns (Defective or Wrong Item)
If the return is due to PickAway’s error (e.g., received defective product, received the wrong product, or received a product not as described), we offer a solution: We replace it!
l Shipping Cost: PickAway covers all shipping costs. We will provide a pre-paid return label.
l If you receive your product from us with the above issues, please hold the product and all packaging. With your cooperation and a photo of your package and item(s) we will investigate, offer a solution, and ship out any replacements needed.
B. Customer Fault Returns (Non-Defective Products) ⚠️
For returns initiated due to reasons falling under Customer Fault (also known as Buyer's Remorse or Discretionary Returns), such as, but not limited to: the customer deciding they no longer want the product, an incorrect size, color, or item being ordered by the customer.
l Shipping Cost: The customer shall be fully responsible for all costs associated with the return shipping. This includes securing and paying for the return shipping label and ensuring the package is delivered to the designated return address. PickAway will not reimburse return shipping fees for items returned due to Customer Fault.
Important Note: PickAway does not charge any restocking fees for returns.
III. How Will I Be Refunded?
Once your return is received and inspected by us to confirm it meets the return conditions, we will proceed with the refund process immediately.
1. Refund Method: The refund amount will be credited back to your original method of payment (e.g., credit card, PayPal, or other original payment account).
2. Refund Timeline: The refund process typically takes 5-10 business days to complete and reflect in your account. The exact timing may vary depending on your bank or payment service provider.
Please Note: Any original express shipping fees paid by the customer (if applicable) are non-refundable.
IV. Shipping Damage Claims
Although we check items carefully before shipping, we cannot control the shipment. In some extreme cases, the item you receive may be damaged during transportation, so you should check the item in good condition when receiving it. If the unfortunate thing really happens, please provide us with the photo or video and contact us at support@pickaway.co
Notice: We will not accept Shipping Damage Claims later than 14 days from receipt of products.
V. Return Process and Contact
If there is a problem with your order or you are not satisfied, please contact us at support@pickaway.co. DO NOT send back products without authorization. We will resolve all issues with you quickly.