This policy covers cancelling an order, returning what you received, and getting your money back.
Cancelling an order
You can cancel an order yourself from your order page for as long as it has not yet been handed to the courier — that is, while its status is Pending Payment, Confirmed or Processing. Once an order is Shipped the cancel option is no longer available; refuse the parcel at the door instead, or raise a return after it arrives.
Cancelling releases any coupon you used, so the code is yours to use again.
Returns
Returns can be raised on delivered orders, from the order page, with a reason. Not every product is returnable — the product page states whether an item can be returned or replaced, and that is the position that applies to it.
What we always take back
Regardless of the product's own return setting, tell us within 48 hours of delivery if your order arrives:
- damaged or broken;
- with the wrong item inside;
- missing an item that the invoice lists;
- past its expiry date, or too close to it to use.
Photographs of the item and its packaging help us resolve these quickly.
What we cannot take back
- Items opened or used, where the seal is part of the product's safety — cosmetics, personal care, innerwear, food and similar.
- Items returned without their original packaging, tags, freebies or accessories.
- Products marked non-returnable on their product page, unless they arrived damaged, wrong or expired.
How a return works
- Raise the return from your order page with a reason.
- We confirm whether the item qualifies, usually within 2 working days.
- Delhivery collects the parcel from your address where a reverse pickup is serviceable.
- We inspect the returned item once it reaches us.
- We approve the refund, or explain why we cannot.
Refunds
- Paid online — refunded to the original payment method through Razorpay. It typically reaches your account within 5–7 working days of approval, depending on your bank.
- Cash on Delivery — refunded by bank transfer to an account you nominate. We will ask for those details when the refund is approved.
- Cancelled before dispatch — the full amount, including any delivery charge, is refunded.
- Returned after delivery — the price of the returned items is refunded. The original delivery charge is not refunded unless the return is our fault.
Where a coupon discounted the order, the refund is of what you actually paid, not the pre-discount price.
Failed or undelivered orders
If a parcel cannot be delivered and returns to us, we refund online payments in full. Repeated refusal of Cash on Delivery parcels may result in Cash on Delivery being disabled for an account.
Raising a problem
If something has gone wrong with a cancellation, return or refund, write to support@picksystores.com with your order number. We aim to reply within 2 working days.