Refunds & Buyer Protection
This policy is part of the Terms of Use. It explains when buyers are refunded and when travelers are paid. It applies only to orders made and paid through Pickshunter.
1. How your money is protected
When you pay, Pickshunter holds the money. It is not released to the traveler until the order is completed. The handover code is your control: share it only after you have the item in your hands and are happy with it.
2. When you get a full refund
- The traveler cannot or does not buy the item (out of stock, price changed and you do not accept it, trip cancelled, traveler cancels).
- The item is not delivered within the delivery window we show, plus a grace period of 14 days, or the traveler cannot be reached.
- Customs holds, refuses or seizes the item. A customs hold is an automatic full refund of the amount you paid for the item.
- Wrong item: a different product, brand, model, colour or size than the order, unless you agreed to the change.
- Not as described / counterfeit: the item is clearly not genuine or materially different from the listing.
- Damaged or defective on arrival, if you report it before sharing the handover code or inside the review window with clear photos.
- We cancel the order for a reason in the Terms (for example suspected fraud or obvious pricing error).
3. When a refund may be partial or refused
- You shared the handover code, did not open a dispute inside the review window, and the review window ended.
- The problem is a matter of taste, fit or change of mind (for example "I do not like it", "it does not suit me"). Please check size, colour and details before ordering. Where the traveler agrees to take the item back, we can help arrange it.
- The item was used, washed, altered or damaged by you.
- You were unreachable for handover after reasonable attempts, or refused a correct item.
- You paid, arranged delivery or shared the code outside Pickshunter.
- Duties, taxes or fees that you owe under the law of your country, unless the policy says otherwise.
- Abuse of this policy (repeated unfounded claims). We may refuse refunds and close accounts in that case.
4. Review window and disputes
- The review window starts at handover: 48 hours for in-person handover and 72 hours where a courier delivers.
- To open a dispute, use "Something is wrong with the item" in the order screen, and include clear photos or video and a short description.
- A dispute freezes the payment release. We may ask both sides for receipts, photos, messages and other proof. We aim to decide within 7 working days of receiving everything we need, and our decision is final for the purposes of releasing the held money. This does not limit your legal rights.
- Outcomes can be a full refund, a partial refund, release to the traveler, or a split. Where the traveler is at fault we may deduct the refund from the traveler's payouts and apply penalties.
5. How refunds are paid
Refunds go back to the original payment method or to your Pickshunter wallet, as we choose according to what the payment partner allows. Card refunds can take 5-14 working days to appear after we approve them. Currency exchange differences and non-refundable payment-partner charges, where they exist, are shown at checkout and may not be returned. Service fees are refunded where the order is cancelled or refunded in full because of a traveler or platform failure.
6. Chargebacks
Please contact us before you ask your bank for a chargeback. If you start a chargeback for an order that was completed correctly, we may share proof of delivery and handover with the bank and may suspend your account.
7. Traveler protection
If the buyer does not collect, refuses a correct item, or abuses the dispute process, the traveler may be compensated from the held money for documented, reasonable costs (such as the purchase price shown on the receipt). If the item is held by customs because the buyer ordered a restricted item, the buyer may bear the loss.
8. Limits
Our total responsibility under this policy is limited to the amount the buyer paid for the order. This policy does not remove rights you have under mandatory consumer law. Contact: pickandshipco@gmail.com.