Refund policy

Last updated: September 14, 2026

At Pickora, we want you to receive your order in good condition and as described on our website. If there is a problem with your order, please contact us as soon as possible so we can review the issue and provide an appropriate solution.

By placing an order with Pickora, you agree to the terms below.

1. Damaged or Defective Products

If your order arrives damaged or the product is defective, please contact us within 7 days of delivery.

To help us investigate your claim, we may require:

Clear photos of the damaged or defective product
A clear video showing the defect, when appropriate
Photos of the packaging and shipping label
A description of the problem
Your order number

After reviewing the evidence, we may provide a partial refund, full refund, or replacement, depending on the nature and extent of the problem.

For damaged or defective products that qualify for a refund or replacement, you generally will not be required to return the product unless we specifically instruct you to do so.

2. Wrong Product, Color, Size, or Specification

If you receive a product that is different from what you ordered, please contact us within 7 days of delivery.

Please provide:

Clear photos or video of the product received
A clear photo of the shipping label
Your order number
A description of the discrepancy

If we confirm that the wrong product was sent, we may offer a free replacement or a refund, depending on the circumstances and your preference.

3. Lost or Severely Delayed Packages

If your package appears to be lost or severely delayed, we will first review the available tracking information.

If the tracking information shows that there has been no update for more than 45 days, we may treat the package as lost or seriously delayed and provide a full refund, subject to confirmation of the shipment status.

If your tracking number appears to be invalid or does not display any shipping information, please contact us so that we can investigate the tracking information with the carrier.

Please note that normal shipping delays do not automatically qualify for a refund.

4. Incorrect Address or Unclaimed Packages

Please carefully check your shipping address and contact information before completing your order.

If an order cannot be delivered because the customer provided an incorrect or incomplete address, incorrect contact information, or the package is unclaimed, we generally cannot offer a refund or free replacement.

Pickora ships orders according to the information provided by the customer at checkout.

If you notice an address error shortly after placing your order, contact us immediately. We will try to assist, but we cannot guarantee that an address can be changed once an order has entered processing or shipping.

5. Change-of-Mind Returns

We generally do not accept returns or refunds simply because you changed your mind, no longer want the product, ordered the wrong item, or do not like the product.

Our products are fulfilled through third-party suppliers, and returns for these reasons may not be accepted.

If an exception is approved, the product must generally be:

Unused and in its original condition
Complete with its original packaging where applicable
Suitable for resale
Returned using the return instructions provided by Pickora

If a return is approved for a change-of-mind or similar reason, the customer may be responsible for return shipping costs.

Do not send a product back without first contacting Pickora and receiving return instructions.

6. Inventory Products

For certain products that are specially stocked or held as inventory, returns may be restricted.

If a return is approved, the refund amount may depend on the condition of the returned product and any applicable supplier or manufacturer deductions.

7. Refund Method and Processing

Once your claim has been reviewed and approved, Pickora will confirm the refund or replacement solution with you.

Approved refunds will generally be issued to the original payment method, unless otherwise required or agreed.

After we issue a refund, the time it takes for the funds to appear in your account may depend on your bank, card issuer, payment provider, or other payment method.

8. Returns

For damaged, defective, or incorrectly supplied products, you generally do not need to return the item unless Pickora specifically requests a return.

If a return is required, we will provide the appropriate return instructions and address.

Please do not return products to the address shown on the original package or to a supplier without contacting Pickora first.

9. Order Cancellation

If you need to cancel an order, please contact us as soon as possible after placing your order.

We will attempt to cancel the order before it enters processing or shipping. Once an order has been processed or shipped, cancellation may no longer be possible.

If cancellation is no longer possible, the order will be subject to the applicable terms of this Return & Refund Policy.

10. Evidence and Review

To protect our customers and prevent fraudulent claims, Pickora may request photographs, videos, shipping labels, packaging information, tracking information, or other reasonable evidence before approving a refund or replacement.

We reserve the right to review each claim individually.

11. Other Product or Order Problems

If you experience a problem that is not specifically covered above, please contact us. We will review the circumstances and determine an appropriate solution where possible.

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded under applicable law.