Refund policy

Pickvilo aims to provide a clear and reasonable returns and refunds process. Please review this policy before requesting a return and contact customer support before sending any item back.

1. Return Request Period

Customers may submit a return request within 30 calendar days of delivery.

Return requests must meet the conditions set out in this policy. Requests submitted after this period may not be accepted, except where otherwise required by applicable law.

2. Return Eligibility and Conditions

Items submitted for return should meet the following conditions:

  • The item must be unused and undamaged.
  • The original packaging and included accessories should be retained whenever possible.
  • The item must correspond to the product purchased in the original order.
  • Customers must provide the order number and reason for the return so the request can be reviewed.

As wrist supports and knee supports are wearable products, please review the sizing, material details, and usage instructions on the product page before purchasing. Returns involving products subject to hygiene, safety, or other applicable restrictions will be assessed based on the circumstances and applicable law.

3. How to Request a Return

Please follow these steps to request a return:

  1. Contact Pickvilo by email or phone.
  2. Provide your order number, product name, and reason for the return.
  3. If the item is damaged, defective, or incorrect, include clear photos showing the issue.
  4. Wait for customer support to confirm the applicable return arrangements before shipping the item back.

Please do not send an item back before contacting customer support and confirming the return arrangements.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return and the circumstances involved:

  • Returns for personal reasons: Customers are responsible for return shipping costs if they change their mind, ordered the wrong item, or no longer need the product.
  • Damaged, defective, or incorrect items: If the issue is verified and is our responsibility, we will cover reasonable return shipping costs as appropriate to the circumstances.

Please contact customer support before returning an item to confirm the applicable return method and arrangements.

5. Refund Processing

Once a returned item has been received, we will inspect its condition and review whether the return meets the applicable requirements.

Eligible refunds are generally initiated within 5–10 business days after the returned item has been received and inspected. Refunds will be issued to the original payment method.

The time required for a refund to appear in your account may vary depending on your payment service provider, card issuer, or bank.

If your refund has not appeared, please first check with your payment service provider or bank. If you still need assistance, contact us.

6. No Restocking Fees

Pickvilo does not charge restocking fees. Customers remain responsible for applicable return shipping costs as described in this policy.

7. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible and provide:

  • Your order number;
  • The product name;
  • A description of the issue;
  • Photos clearly showing the problem.

We will review the circumstances and advise you of the applicable resolution. Please retain the item, packaging, and included accessories whenever possible to help us assess the issue.

8. Order Cancellations and Changes

If you need to cancel or modify an order, please contact customer support as soon as possible. Whether a request can be accommodated depends on the current order status and fulfillment circumstances. We cannot guarantee that every request can be completed.

Order cancellation and product returns are separate processes. If your order has already been dispatched, please contact customer support for guidance on the applicable return arrangements.

9. Statutory Rights

Nothing in this policy is intended to exclude or limit consumer rights that cannot lawfully be excluded or limited under applicable law. Where applicable law provides different requirements for returns, refunds, or product quality issues, those legal requirements will apply.

10. Contact Us

For return requests, refund inquiries, or reports of product issues, please contact us using the information below:

Please include complete order information whenever possible so we can review your request more efficiently.