Returns & Refund Policy

Brand: Pickento
Website: https://pickento.com
Customer Support: pickentostore@gmail.com
Last Updated: October 25, 2026

At Pickento, customer satisfaction is important to us. This Returns & Refund Policy explains how we handle returns, cancellations, damaged or defective products, missing deliveries, and refunds.

Nothing in this policy limits your mandatory consumer rights under applicable law.

1. Returns and Right of Withdrawal

Customers in the European Union and United Kingdom generally have the right to withdraw from an eligible online purchase within 14 calendar days of receiving their order, without providing a reason.

To exercise this right, contact us at pickentostore@gmail.com within the applicable withdrawal period and clearly communicate your decision to cancel your purchase.

You must return the goods within 14 calendar days after notifying us of your withdrawal, unless we agree otherwise.

For customers outside the EU and UK, returns are subject to applicable local consumer laws and any additional return arrangements expressly agreed by Pickento.

2. Return Shipping Costs

For returns due to a change of mind, customers are responsible for the direct cost of return shipping, unless otherwise required by applicable law.

Pickento does not provide free return shipping or prepaid return labels as a standard service.

For defective, damaged, incorrect, or non-conforming products, Pickento will cover reasonable return shipping costs where required by applicable consumer protection laws.

We recommend using a tracked shipping service and retaining proof of shipment.

3. How to Request a Return

To request a return:

1. Email pickentostore@gmail.com with your order number and the reason for your request.

2. Our support team will review your request and provide the appropriate return instructions.

3. Where a physical return is required, we will provide the applicable return address or authorized return procedure.

4. Follow the provided instructions and retain proof of shipment.

Please contact us before shipping any product back. Do not send returns to the address printed on the original package unless we specifically instruct you to do so.

This procedure does not restrict your right to exercise a statutory withdrawal or other mandatory consumer rights.

4. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at pickentostore@gmail.com.

Include your order number, a description of the problem, and photographs or a video where reasonably available.

We will assess the issue and provide an appropriate remedy, such as repair, replacement, price reduction, or refund, in accordance with applicable consumer protection laws.

For EU consumers, the statutory legal guarantee of conformity generally applies for at least two years from delivery. Your statutory rights are not limited to a shorter period by this policy.

Where required by law, remedies for non-conforming goods will be provided at no additional cost to the customer.

5. Lost or Undelivered Packages

If your package is lost in transit or does not arrive, please contact us with your order number.

We will investigate the delivery status with our logistics partners.

Where the package is confirmed lost, or where a refund or replacement is otherwise required by applicable law, we will provide the appropriate resolution.

6. Refunds Without Returns

In certain circumstances, Pickento may offer a refund or replacement without requiring the original product to be returned.

This may apply to low-value items, damaged products, or situations where returning the product would be impractical.

Such arrangements will be communicated by our customer support team and do not limit your statutory rights.

7. Refund Processing

Approved refunds will be issued to the original payment method unless otherwise agreed and permitted by law.

For statutory withdrawals, refunds will be made within 14 calendar days after we are informed of your decision to withdraw. Where legally permitted, we may withhold reimbursement until we receive the returned goods or evidence that you have sent them back, whichever occurs first.

Where applicable, the refund includes the original standard delivery charges. Additional charges resulting from your choice of a more expensive delivery method are generally excluded, where permitted by law.

For other refunds, we aim to process them within 10 business days after confirming eligibility.

Your payment provider may require additional time to make the funds available.

8. Return Exceptions

Certain products may be excluded from the statutory right of withdrawal where permitted by applicable law, including:

• Sealed products unsuitable for return for health protection or hygiene reasons, once unsealed after delivery.

• Products made to the customer's specifications or clearly personalized.

• Other products covered by specific statutory exceptions.

Opening packaging or inspecting a product does not automatically remove your statutory withdrawal rights.

Customers may be responsible for diminished product value resulting from handling beyond what is necessary to establish the product's nature, characteristics, and functioning, where permitted by law.

9. Order Cancellations

You may request cancellation before your order has been shipped.

Contact pickentostore@gmail.com as soon as possible with your order number.

If the order has already shipped, cancellation and return requests will be handled in accordance with your applicable statutory rights and this policy.

10. International Customers

Customers outside the European Union and United Kingdom retain all mandatory consumer rights provided by the laws applicable to their purchases.

Return shipping arrangements, eligibility, and available remedies may vary depending on the destination country and applicable law.

Any applicable mandatory legal rights take precedence over conflicting provisions in this policy.

11. Contact Us

For questions about returns, refunds, cancellations, or damaged products, please contact:

Pickento
Website: https://pickento.com
Email: pickentostore@gmail.com

We aim to respond to customer inquiries within 2 business days.