Refund policy
Return Policy
Pick & Co – Hong Kong
At Pick & Co, we want you to find the perfect pickleball gear that matches your game. If something doesn’t feel right, we’re here to help with returns or exchanges under the conditions below.
1. Return Window
• You may request a return or exchange within 14 days of the delivery date.
• Requests must be initiated within this window; returns received after 14 days cannot be accepted.
2. Eligibility & Condition of Items
To be eligible for a return or exchange, the item must be:
• In original, resale-ready condition (for paddles: clean surface with no scratches, dents, edge wear, dirt, sweat marks, or obvious signs of play; for other gear: unused or minimal trial use only)
• In original packaging with all tags, labels, grips/wraps intact (if applicable)
• Complete with all accessories (e.g., paddle edge guards, ball hoppers, etc.)
• Free from damage, odors, pet hair, or modifications
We inspect all returns. Items showing clear signs of extended use may be denied or subject to a partial refund/restocking fee at our discretion.
3. Non-Returnable / Final Sale Items
The following cannot be returned or refunded (except for proven defects or our error):
• Used pickleball paddles with visible wear, damage, or heavy play marks
• Personalized or custom-engraved items (e.g., custom paddle names/graphics)
• Sale/clearance items marked as final sale
• Opened hygiene-related products (e.g., overgrips, wristbands, used balls if seal broken)
• Gift cards or digital products
4. How to Start a Return1. Contact us within the 14-day window at [your email] with your order number, photos of the item (especially for paddles), and reason for return.
2. We’ll review and provide a Return Authorization (if approved) along with the return shipping address.
3. Pack the item securely in its original (or equivalent) packaging to prevent damage in transit.
4. Ship it back using a trackable method—we recommend insured shipping, as we are not responsible for lost returns.
5. Refunds & Processing
• Once we receive and inspect the item (typically within 5–10 business days), we’ll process your refund to the original payment method.
• Refunds cover the product purchase price only. Original shipping fees and return shipping costs are non-refundable (unless due to our error—see below).
• A restocking fee of 15% (or HKD 100, whichever is lower) may apply for non-defective returns, especially paddles that show trial use.
• Refunds appear in your account within 5–10 business days, depending on your bank/card issuer.
6. Exchanges
• We offer exchanges for different models, weights, colors, or sizes (subject to stock availability) within 21 days.
• You cover return shipping; we’ll cover outbound shipping for the replacement if the exchange is due to our error (wrong item sent, manufacturing defect).
7. Defective, Damaged, or Incorrect Items
• If your gear arrives damaged, defective (e.g., paddle delamination, cracked frame), or incorrect, contact us within 7 days of delivery with photos and details.
• In these cases, we cover return shipping and provide a full refund or replacement (our choice) at no extra cost to you.
• For manufacturing defects reported after 7 days but within warranty (check product-specific warranty), we’ll handle under warranty terms.
8. Important Notes
• No free return shipping unless the issue is our fault (defect, wrong item, damage in transit). Return shipping is always the customer’s responsibility for change-of-mind or preference reasons.
• All returns are subject to inspection. We may issue partial credit or deny if conditions aren’t met.
• This policy applies to direct purchases from Pick & Co. Third-party marketplace purchases follow that platform’s rules.
• For international orders, customs/duties issues follow our Shipping Policy.
Questions about returns or your order? Email us at pickandco.hk@gmail.com—we’re happy to assist!
By placing an order, you agree to this Return & Refund Policy.