Returns & Product Issues

We hope you love your PICKLAB products. But sometimes things don't go as planned, and that's okay.

Our goal is to make the return and refund process clear, fair, and straightforward.

1. 30-Day Return Window

Eligible products may be returned within 30 days of delivery.

To be eligible for a standard return, the item must generally be:

  • Unused
  • In its original condition
  • Complete with its original packaging, accessories, components, and documentation
  • Accompanied by valid proof of purchase

Items showing significant use, damage caused after delivery, unauthorized modification, missing components, or conditions that prevent resale may not qualify for a standard return.

2. Starting a Return

Before returning any product, please contact us through our Contact page.

Include:

  • Your order number
  • The item you would like to return
  • The reason for your return

Once your request has been reviewed, we will provide the appropriate return instructions.

Please do not return products to the original shipping address or send items back without receiving return instructions from us first.

Unauthorized returns may be delayed, rejected, or impossible to identify.

3. Return Shipping Costs

For standard returns due to a change of mind, personal preference, accidental purchase, or similar reasons, the customer is generally responsible for return shipping costs.

Original shipping charges are generally non-refundable unless required by applicable law or unless the return results from an error attributable to PICKLAB.

If an item is confirmed to be damaged, defective, or incorrect upon delivery, we will review the circumstances and provide an appropriate solution.

4. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery.

Please provide:

  • Your order number
  • A clear explanation of the issue
  • Clear photographs or video showing the problem
  • Images of the packaging where relevant

Depending on the circumstances, available solutions may include a replacement, partial refund, full refund, or another reasonable remedy.

Please keep the affected product and original packaging until your case has been reviewed.

5. Non-Returnable Items

Certain products may not be eligible for return, including:

  • Items that have been significantly used or damaged after delivery
  • Products altered, modified, or customized by the customer
  • Products missing essential parts, accessories, or packaging
  • Gift cards or digital products, where applicable
  • Items marked as final sale, where permitted by applicable law

Nothing in this section limits rights that cannot legally be excluded under applicable consumer protection laws.

6. Exchanges

Where possible, we may help arrange an exchange for an eligible item.

Availability cannot be guaranteed.

Depending on the product, destination, and circumstances, the fastest solution may be to return the original item and place a new order separately.

Please contact us before sending anything back.

7. Refunds

Once a returned item is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be issued to the original payment method.

Please allow approximately 5–10 business days for the refund to appear after it has been processed. Actual timing may vary depending on your bank, card issuer, or payment provider.

PICKLAB does not control processing times imposed by third-party financial institutions.

8. Partial Refunds

In some circumstances, only a partial refund may be appropriate, including when:

  • A returned product shows signs of use
  • Parts, accessories, or packaging are missing
  • Damage occurred after delivery
  • The returned item's condition materially reduces its value

Any partial refund decision will be based on the circumstances of the individual return and applicable law.

9. Refused or Undeliverable Packages

If a package is returned because it was refused, unclaimed, or could not be delivered because of incorrect or incomplete address information, additional costs may apply.

Any refund will be reviewed after the package has been received and assessed.

Original shipping fees and actual return-related shipping expenses may be deducted where permitted by applicable law.

10. Order Cancellations

Please contact us as quickly as possible if you would like to cancel an order.

We will do our best to help before fulfillment begins.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible and the standard return process may apply.

11. Contact Us

Questions about a return, refund, exchange, or product issue?

Please contact us through our Contact page and include your order number.

We believe good customer service isn't about making promises that sound perfect. It's about communicating clearly, treating people fairly, and doing our best to make things right.