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Our Returns Policy

Return Process and Guidelines

We want you to be happy with your purchases from PickUrPack. That's why we offer a generous returns and guarantees policy.

Returns - Guarantees

You have 14 calendar days, from the day the product was delivered, to return it to us unused and exchange it for another product or for a refund, in the case of the following situations:

  1. The size or color* of the product is totally different from the one you selected.
  2. We sent you the wrong product (sorry in advance).
  3. In the event that we have sent you a wrong product, a color* or size different from the one you requested, we will pay the costs of returning the product and shipping the new product and we will repair or change the product immediately. Otherwise, the return costs will be borne by the customer.
You have 36 hours from receipt to notify in writing that the product received has some damage caused by transport, or that it is defective (after this period we will not be able to attend to the claim).

* Every product's color is represented as accurately as possible, but it may vary slightly due to the individual screen's settings. For these cases, the difference in color which you received is not considered as a defect in the product.

If you receive fewer packages than those listed on the delivery note (at the time of receipt), you must indicate the missing item on the agency delivery note and notify us by phone or e-mail of the missing material in order to replace it.

ATTENTION: This last annotation will not be effective for situations not described in the previous paragraph. Consequently, in situations other than those described above, we cannot assume the expenses caused by the return.

What you have to do to return a product is the following:

  1.  Contact us at [email protected] before returning any product. This is very important to avoid paying import and export fees.
  2. Once you receive a return authorization number by e-mail, you can send us the product. Along with the return authorization number, we will also send you the address and all the documentation you need for this shipment. Please, if you need to return a product to us, try to make the package as small as possible.
  3. For the return of the material, remember to send the complete product in the original packaging together with all its documentation: instruction book, guarantee, etc.

ATTENTION: All expenses caused by not having contacted us before the return, by not having waited to receive the return authorization number or by not having used the documents provided, will be deducted from our debt to you. We cannot pay any costs incurred by the client due to these reasons described here.

What happens in case of warranty problems?

  1. We send all the material in its original packaging with the manuals and documentation provided by the suppliers. We guarantee the products for the same time that the manufacturer guarantees them. During this time, we will repair or exchange any product as soon as we receive it. 
  2. Although most leading brands offer an International Warranty, we believe it is unethical to sell a product and leave potential warranty issues to local stores. 
  3. Consequently, in case of warranty problems, simply send us an e-mail and we will give you all the necessary information to arrange a collection of the product in question at our expense to repair or replace it in the shortest possible time.