Return and Refund Policy

Return, Replacement & Refund Policy

Last Updated: August 14, 2026

At Pickzo, we aim to provide our customers with a reliable and satisfactory shopping experience. This Return, Replacement & Refund Policy explains the circumstances under which a return, replacement, or refund may be available for products purchased through pickzo.co.in.

Pickzo is a brand operated by Durga Enterprises.

By placing an order on our website, you acknowledge and agree to the terms of this policy.

1. Eligibility for Return or Replacement

A return or replacement request may be considered if you receive:

  • A damaged product
  • A defective or non-functional product
  • A wrong product
  • A product that is materially different from the product ordered

Return or replacement requests must generally be submitted within 7 days from the date of delivery.

Certain products may have different return or replacement periods. Where applicable, the specific terms mentioned on the relevant product page, invoice, or order communication will apply.

Submitting a request within the applicable period does not automatically guarantee approval. All requests are subject to verification and approval by Pickzo.

2. Conditions for Returns and Replacements

To be eligible for a return or replacement, the following conditions may apply:

  • The product must be unused, except where opening or testing is reasonably necessary to identify a defect or issue.
  • The product should be returned in its original packaging, wherever reasonably possible.
  • All accessories, manuals, tags, inserts, and other items supplied with the product should be returned along with it.
  • The product must not have been damaged due to misuse, negligence, improper handling, alteration, or unauthorized repair.
  • The customer may be required to provide the order number, invoice, photographs, videos, or other information necessary to verify the claim.
  • Products returned without prior approval and return instructions from Pickzo may not be accepted.

Pickzo reserves the right to reject a return or replacement request if the reported issue cannot be verified or if the product does not meet the applicable eligibility conditions.

3. Damaged Products

If your order arrives damaged, you must contact us as soon as possible after delivery.

Mandatory Unboxing Video

A clear and continuous unboxing/opening video is mandatory for all claims relating to damage during delivery.

The video must clearly show:

  1. The sealed package as received;
  2. The package being opened;
  3. The product being removed from the package; and
  4. The condition of the product immediately after opening.

Claims for damaged products submitted without a valid unboxing/opening video will not be entertained or considered for replacement, refund, or any other resolution.

The unboxing video should preferably be recorded in one continuous recording without cuts, edits, or interruptions.

We may also request:

  • Photos of the damaged product;
  • Photos of the outer packaging and shipping label;
  • Order number;
  • A description of the issue; and
  • Any other information reasonably required to investigate the claim.

The information provided may be used to investigate the issue with our fulfillment, courier, logistics, or other service partners.

4. Wrong Product

If you receive a product that is different from the product you ordered, you must contact us within 7 days of delivery.

Please provide your order number and any photographs or videos requested by our support team.

After verification, Pickzo may arrange a replacement with the correct product, subject to availability.

Where a replacement is not possible, another appropriate resolution may be offered in accordance with this policy and applicable law.

5. Defective or Non-Functional Products

If a product is defective or does not function as described, please contact us within the applicable return/replacement period.

We may require photographs, videos, troubleshooting information, or other evidence to verify the reported defect.

Depending on the nature of the issue, we may:

  • Provide troubleshooting assistance;
  • Arrange a replacement;
  • Request the product to be returned for inspection; or
  • Provide another appropriate resolution.

A product will not be considered defective merely because the customer does not prefer its appearance, size, color, specifications, or performance where the product supplied matches the description provided on the website.

6. Products That May Not Be Returnable

Certain products may not be eligible for return or replacement because of their nature, hygiene requirements, customization, usage, or other applicable restrictions.

These may include, but are not limited to:

  • Personal hygiene products;
  • Certain beauty and cosmetic products;
  • Products that have been used or altered;
  • Products damaged after delivery due to misuse or improper handling;
  • Customized or personalized products;
  • Products specifically marked as non-returnable on the product page; and
  • Other products for which return restrictions are communicated before purchase.

Product-specific return conditions mentioned on the relevant product page or order communication will apply where applicable.

Nothing in this policy is intended to exclude any rights or remedies that cannot legally be excluded under applicable law.

7. Refund Policy

COD Orders

For Cash on Delivery (COD) orders, Pickzo does not provide monetary refunds.

Where a COD order is eligible for a return/replacement due to a verified issue, the resolution will generally be limited to replacement of the product, subject to product availability and verification.

Prepaid Orders

Refunds are available only for eligible prepaid orders, subject to verification and approval.

Where a refund is approved, it may be processed to the original payment method or through another appropriate refund method, as determined by Pickzo and/or the applicable payment provider.

Refund processing times may vary depending on the payment gateway, bank, card issuer, UPI provider, or other financial institution.

8. Return Shipping, Courier & Fulfillment Charges

For eligible returns, the customer is responsible for all applicable return shipping, courier, and fulfillment costs, unless Pickzo expressly agrees otherwise or applicable law requires otherwise.

Such costs may include:

  • Return courier or shipping charges;
  • Packaging and handling charges;
  • Fulfillment and processing charges; and
  • Other reasonable costs associated with processing the return.

Where applicable, these charges may be deducted from the approved refund amount or may be required to be paid by the customer before the return is processed.

For COD orders, where a replacement is approved, applicable return or shipping charges may also be payable by the customer unless otherwise communicated by Pickzo.

9. Exchange / Replacement

If a replacement is approved, the replacement will be subject to product availability.

Where the same product is unavailable, Pickzo may, depending on the circumstances:

  • Offer an alternative product;
  • Offer another appropriate resolution; or
  • For eligible prepaid orders, process a refund in accordance with this policy.

COD orders remain subject to the COD refund restriction described in Section 7.

Replacement products may be subject to the same warranty, return, and replacement conditions applicable to the original product.

10. Return Request Process

To request a return or replacement:

  1. Contact Pickzo through the customer support contact details provided on our website.
  2. Provide your order number and registered contact details.
  3. Clearly explain the reason for your request.
  4. Provide photographs, videos, or other information requested by our support team.
  5. Wait for the request to be reviewed and approved.
  6. If approved, follow the return and shipping instructions provided by Pickzo.
  7. Ship the product only to the address or through the method specifically provided by Pickzo.

Please do not send any product to an address without first receiving return instructions from Pickzo.

Products sent without prior authorization may not be accepted or processed.

11. Inspection and Approval

All return, replacement, and refund requests are subject to verification.

Upon receiving the returned product, Pickzo may inspect the product and its packaging to determine whether the reported issue meets the conditions of this policy.

If the product is found to have been damaged due to misuse, negligence, unauthorized modification, improper handling, or any other reason not covered by this policy, the return, replacement, or refund request may be rejected.

The final resolution will be communicated to the customer after the verification process.

12. Refund Processing and Delays

Once an eligible prepaid-order refund has been approved and initiated, the time required for the amount to appear in the customer's account may depend on the payment gateway, bank, card issuer, UPI provider, or other financial institution.

Pickzo is not responsible for delays caused by banks, payment gateways, card issuers, UPI providers, or other third-party financial institutions.

If you have not received an approved refund after the applicable processing period, please contact our customer support team with your order details.

13. Cancellation and Unclaimed/Refused Deliveries

Order cancellation requests may be accepted only where the order has not already been processed, packed, dispatched, or handed over to the courier.

Once an order has been dispatched, cancellation may not be possible.

If a customer refuses delivery, provides an incorrect address, or otherwise causes the shipment to be returned to Pickzo, any applicable shipping, return-to-origin, courier, fulfillment, or processing charges may be recoverable from the customer, subject to applicable law.

14. Policy Changes

Pickzo reserves the right to modify, update, or amend this Return, Replacement & Refund Policy from time to time.

Any changes will be published on this page with an updated “Last Updated” date.

The policy applicable to an order will generally be the policy in effect at the time the order was placed, subject to applicable law.

15. Contact Us

For questions regarding returns, replacements, or refunds, please contact our customer support team through the contact details provided on pickzo.co.in.

When contacting us, please keep your order number and registered contact details readily available so that we can assist you efficiently.