Effective Date: [06/08/2025]
At Pickmoor, customer satisfaction is at the heart of our retail and fulfillment services. We are committed to ensuring a fair and transparent refund process for all purchases made via our platform or physical outlets. This Refund Policy outlines the conditions under which a refund may be issued, how customers can request refunds, and how those refunds are processed.
Online purchases made through the Pickmoor digital platform
In-store purchases at any of our physical retail locations
We encourage customers to read this policy in full before making purchases or seeking refunds.
Refunds will be issued under the following circumstances:
Products that arrive damaged, defective, or broken due to supplier or shipping fault are eligible for a full refund or replacement.
Customers must report such issues within 7 days of receiving the item.
If customers receive the wrong item (e.g., incorrect size, product, or model), they are entitled to an exchange.
Must be reported within 5 business days of delivery.
If a product fails to arrive within the expected delivery timeframe (usually 7–14 working days), and no tracking update is available, a full refund will be processed upon customer request.
Products in unused, resalable condition may be returned within 2 days of delivery.
Returns must include original packaging, labels, and proof of purchase.
Note: Some items may be marked as non-returnable (e.g., perishable goods, personalized products, or digital content). These are not eligible for refunds unless defective.
While Pickmoor aims to provide a fair return system, certain conditions do not qualify for a refund:
Change of mind after purchase (except for unused, resalable items within 2 days)
Late return requests (after 2 days)
Products damaged due to customer misuse or negligence
Products marked "Final Sale" or "Non-refundable" at checkout
Items without proof of purchase (receipt, invoice, or order ID)
For entrepreneurs using our pallet system or retail fulfillment services, refunds on rental fees are not issued once space is occupied.
Deposits may be refunded only if cancellation is made at least 48 working hrs prior to product showcasing both online and offline.
To initiate a refund, customers should:
Send an email to pickmorapp@gmail.com or log into your Pickmoor account and submit a return request under the "My Orders" section.
Include:
Order ID
Product name
Reason for refund
Clear photos if item is damaged or incorrect
Our team will review the request within 72hrs.
You will be notified by email whether the refund has been approved or denied
If approved, we will provide return instructions
Return shipping is free if the error was on our side; otherwise, the customer bears the cost
Once the returned item is received and inspected, the refund will be issued to the original payment method
Refunds typically take 5–10 business days to appear, depending on your bank
Custom-made products are non-refundable
Subscription or membership payments (e.g., to our retail space programs) are only refundable under strict conditions stated in membership agreements
Products purchased through our church-partnered or investor-sponsored pallet system are subject to specific return agreements, as outlined in the respective contract or rental agreement.
For all inquiries related to refunds, please contact our support team:
📧 Email: Pickmorapp@gmail.com
📞 Phone: +233 322 194619
🕒 Hours: Mon–Fri, 9:00 AM – 7:00 PM
