Refund policy

At PICOONAL, we pride ourselves on advanced user experience and highly customizable designs. So we make our 60-DAY WARRANTY as easy as possible.

If the product is defective or unsatisfactory within 60 days after fulfillment, we will replace it with a FREE REPLACEMENT or provide a REFUND per our policy.

 

Q&A

What is the return & refund policy?

The 60-DAY WARRANTY period starts from the day you receive the goods.

We support FULL REFUND or FREE REPLACEMENT in the following cases:
1. Damaged when arrived
2. Lost in transit (or more than 14 days from the latest updated date in the tracking link)
3. Significantly different from the description on the website

We support PARTIAL REFUND or even FULL REFUND in the following cases:
1. The customer is not satisfied with the received product
2. The product delivery time exceeds the estimated delivery time (excluding major holidays like Black Friday)

You won't need to go through the extra effort of returning items, the original items can be kept. 

 

How to change or cancel my order?

Due to this being a custom-made product, we will automatically send the order to the factory for production 1 hour after the order is placed in order to maintain efficiency.
Therefore, orders can be changed or canceled for FREE within 1 hour of ordering. For requests made more than 1 hour after ordering, please email us and we will try to contact the factory to cancel the order and respond within 24 hours.

 

How to contact us?

Please send service@picoonal.com an email with the following information. We will handle this in 24 hours.
1. Order number
2. Photo of outer packaging containing shipping labels
3. Photo or video of the faulty product (if applicable)
4. Your issue

 

How much will I pay for return shipping and restocking fee?

Because our products are custom-made, we recommend keeping the original product. We promise to ensure your satisfaction and will help resolve any issues through refunds or resending items.
However, if you insist on returning the item, we will cover the shipping costs within our refund/return policy scope.

 

How long does a refund take to process?

We will process it within 24 hours, and the refund may be delayed by 3-5 working days depending on the payment channel.