General Terms
1. This Return and Exchange Policy applies exclusively to purchases made through the PicoLabb eShop online platform.
2. In the event of any disputes, PicoLabb reserves the final right to amend this policy.
Return and Exchange Conditions
Products purchased at PicoLabb retail stores are not covered under this policy.
Customers may request a return or exchange within 7 working days from the date of delivery (based on the delivery receipt record) for the following reasons:
1. The product was delivered damaged, and the damage was not caused by the customer.
2. The product was incorrectly shipped, and the error was not due to the customer.
Notes Upon Receipt of Goods
1. Check that the packaging is intact and undamaged.
2. If the packaging is found to be damaged, take photos immediately as evidence.
3. Notify the delivery personnel or PicoLabb eShop Customer Service team and document the situation.
Non-Returnable and Non-Exchangeable Products
The following products are not eligible for return or exchange:
1. Products with original packaging that has been opened, marked, or used.
2. Products received more than 7 days prior to the return request.
3. Products not kept in their original packaging, or that have been damaged, destroyed, or are incomplete.
4. Products that have been consumed, used, worn, washed, or divided into smaller portions.
5. Products sold at a discount or during clearance sales.
6. For hygiene reasons, skincare products, personal care items, PicoLabb Formulas nutritional supplements, and PicoSilver series products are non-returnable and non-exchangeable (unless the product is damaged or incorrectly shipped, and the issue is not caused by the customer).
7. In case of disputes, PicoLabb reserves the final decision-making authority.
Product Return and Exchange Process
Application Procedure
For products meeting the above return and exchange conditions:
1. Customers must contact our Customer Service team via the following methods:
- Email: eshop@picolabb.com
- Phone: 852 3525 1496
- WhatsApp: 852 5199 3131
2. Provide the following information:
- Order number
- Photo of the purchase receipt
- Photos of the product (if applicable)
- Proof of damage (if applicable)
3. Customers are responsible for delivering the product to the designated return location specified by PicoLabb or covering the return shipping costs.
4. The product must be returned along with the invoice.
5. Only the exact same product ordered can be exchanged.
6. All vouchers and complimentary gifts (if any) included with the product must be returned.
Refund Arrangements
For products that meet the return conditions but cannot be exchanged, the following terms apply:
1. PicoLabb eShop will only refund the price of the product. Customers agree that shipping fees incurred from the order and all other associated costs (e.g., platform fees, credit card fees) are non-refundable.
2. Customers must return all vouchers and complimentary gifts (if any) provided with the product to be eligible for a refund arranged by PicoLabb eShop.
3. Any membership points earned from the order will be deducted following the refund.
4. PicoLabb eShop is not responsible for any fees, point discounts, or rebates charged to the customer by third-party institutions (e.g., banks, credit card companies, payment systems) as a result of the refund.
5. Under normal circumstances, the refund process may take four to five weeks, depending on the customer’s chosen bank, credit card issuer, or payment system. This timeframe is beyond the control or commitment of PicoLabb eShop.
6. PicoLabb eShop reserves the final right to determine whether an order qualifies for a return, exchange, or refund.
Personal Data Protection
All personal data collected during the return and exchange process will be handled in accordance with the Hong Kong Personal Data (Privacy) Ordinance and used solely for the purpose of processing return and exchange requests.
For any inquiries, please feel free to contact our Customer Service team using the contact methods listed above.
