Returns, Repairs & Replacements
At PickO, we want you to be completely satisfied with your purchase. If you're not happy with your order, returns, exchanges and repairs can be requested through the PickO AI Agent chat or the Orders & Returns page.
How to Get Help
- Sign in to your account and go to "Orders & Returns" (Top right of the screen, under your profile picture)
- Find your order and click "Help with this order"
- Follow the guided process:
- Select items you need help with
- Tell us what's wrong
- Choose how you'd like us to help (refund, replacement, or repair)
- Review our decision and any fees
What We Can Help With
Common Issues We Handle
- Item is damaged or doesn't work
Arrived broken, defective, or stopped working
- Wrong item or size received
We sent the wrong product or size
- Not what I expected
Different from the description or photos
- I changed my mind
No longer want the item
- Other reason
Something else? Just let us know
Fees may apply based on the situation.
Your Options
Refund - Get Your Money Back
- Full refund for unopened items
- Restocking fees may apply for opened items (see below)
- Money returned to your original payment method
Replacement - Send Me a New One
- Free replacement for defective items
- Size exchanges available (subject to availability)
- We'll send the new item first for warranty issues
Repair - Fix This Item
- Available for certain product types
- Free for warranty issues
- May require sending item to manufacturer
Return Windows & Conditions
Return Window
You have 14 days from delivery to request help. Warranty claims can be made within the warranty period (varies by product).
Item Conditions & Fees
Unopened Items
Shipping fee may be subtracted from refund amount.
Opened Items
- Defective/Wrong item: Full refund, no fees
- Warranty issues: Free replacement or repair
What We Can't Accept
- Opened pet food — or treats (health regulations)
- Opened hygiene products — (shampoos, cleaning supplies)
- Opened pet medications — (safety regulations)
- Personalized items — made specifically for you
Note: We may waive restrictions for defective items or health-related issues.
What Happens Next
Approved Requests
- Return shipping label usually emailed in minutes
- Package items securely in original packaging if possible
- Drop off at any Swiss Post location
- Refund processed within 3-5 business days after we receive items
Under Review
Our team will review within 1-2 business days and email you the decision.
Order Cancellations
Before Shipping
- Free cancellation for orders not yet shipped
After Shipping
Orders cannot be cancelled once shipped. Please use our returns, repairs and exchanges process instead.
Customer Support
Need help? Contact us:
Use our AI agent PickO for instant help
Contact us at support@picko.ch