Return and exchange process

Pickshell Mall (Pickshell Mall) Return and Exchange Process Guide

Dear User,

To ensure you shop with confidence, Pickshell Mall provides a comprehensive return and exchange service. When the product you received has quality issues, is the wrong item, or you are not satisfied with it, you can apply for a return or exchange according to this guide. Please read the following carefully.

General Return and Exchange Policy

1.1 Scope: This return and exchange policy applies to products purchased on Pickshell Mall (except certain special items as listed in "Products Not Eligible for Return/Exchange" below).

1.2 Time Limits:

Quality issues / Wrong item: You may apply for a return or exchange within 7 days of receipt, or for an exchange or repair within 15 days.

Change-of-mind return: You may apply for a no‑reason return within 7 days of receipt (product must be unused, buyer pays return shipping).

1.3 Basic Conditions for Return/Exchange:

Product and packaging are in original condition, suitable for resale (for no‑reason returns).

Accessories, gifts, manual, invoice are all included.

For quality issues, clear photos or videos are required as evidence.

1.4 Products Not Eligible for Return/Exchange:

Personal intimate apparel (e.g., underwear, socks) for hygiene reasons.

Opened software, audio/video products, virtual goods.

Custom‑made products.

Perishable goods (fresh food, flowers, etc.).

Products damaged due to user misuse or improper disassembly.

Clearance or special sale items marked as "non‑returnable".

Types of Return/Exchange and Explanations

2.1 Quality Issues

Definition: Functional defects, severe appearance damage, inability to use normally.

Solution: Return or exchange available. Shipping costs borne by the merchant.

Required evidence: Photos or videos of the defective area, and the shipping label.

2.2 Wrong Item Received

Definition: Received product does not match the ordered product (color, size, style, type, etc.).

Solution: Return or exchange available. Shipping costs borne by the merchant.

Required evidence: Photos of the received product, outer packaging, and shipping label.

2.3 Change-of-Mind Return

Definition: User applies for return for personal reasons (e.g., dislike, wrong size).

Solution: Return only, no exchange. Shipping costs borne by the user.

Conditions: Product unused, tags attached, packaging intact, suitable for resale.

Note: Some products do not support change‑of‑mind returns; please check the product page.

2.4 Exchange for Non‑Quality Issues

Pickshell Mall generally does not support direct exchanges for non‑quality issues (e.g., wrong size). We recommend returning the original product and placing a new order for the desired item, which is faster.

Detailed Return/Exchange Process

Step 1: Log in and go to your order

Find the order containing the product, click "After‑Sales" or "Return/Exchange".

Step 2: Select after‑sales type

Choose the appropriate type:

Return for refund

Exchange (only for quality issues or wrong items)

Refund only (e.g., missing items)

Step 3: Fill in the application information

Upload evidence: Upload photos, videos or shipping label (multiple files allowed).

Description: Briefly describe the issue, e.g., "Product damaged", "Wrong color".

Select resolution: Return, exchange or refund.

Enter quantity to return: For partial returns, specify quantity.

Step 4: Wait for merchant review

The merchant will review your application within 1‑3 business days. If approved, you will be notified of the next steps. If rejected, the reason will be provided; you may contact customer service.

Step 5: Ship the product back (for return/exchange)

After approval, the system will show the return address (or the merchant will send it via message).

Pack the product, accessories, gifts, invoice together and ship back using a reliable carrier.

Keep the tracking number and enter it in the after‑sales page (if supported).

For quality issues or wrong items, we recommend you pay the return shipping upfront. The merchant will reimburse you (usually via store credit or points) after receiving the return. For change‑of‑mind returns, you bear the return shipping cost.

Step 6: Merchant receives and processes

The merchant will inspect the returned product.

If inspection passes:

For return: The merchant issues a refund. The amount will be returned via the original payment method (usually 1‑7 business days).

For exchange: The merchant ships the new product. You can track the new shipment in your order.

If inspection fails (e.g., product used or damaged), the merchant will reject the return/exchange and send the product back to you, with shipping borne by you.

Step 7: Completion

Return: After refund is received, the process is complete.

Exchange: After receiving the new product, the process is complete.

Shipping Cost Responsibility

Type Return Shipping Re-ship Shipping

Quality issues Merchant Merchant

Wrong item Merchant Merchant

Change-of-mind return User Not applicable

Notes:

For merchant‑borne shipping, you typically pay upfront and are reimbursed after the return is completed (to your account balance or points). Reimbursement is based on actual postage, up to a standard amount set by Pickshell Mall. Any excess is your responsibility.

For change‑of‑mind returns, you pay return shipping, and the original order's shipping fee (if any) is not refunded.

Refund Explanation

Refund amount: The actual amount you paid (excluding shipping, taxes, coupon discounts). For orders using coupons, coupons are not refunded as cash but will be returned to your account if still valid.

Refund arrival time:

WeChat Pay / Alipay / PayPal: 1‑7 business days.

Corporate bank transfer: 3‑10 business days (depends on bank processing).

Partial refund: If you return only part of the order, the refund is calculated proportionally.

Frequently Asked Questions

6.1 How long after receiving the product can I apply for return/exchange?

Quality issues / Wrong item: Return within 7 days, exchange within 15 days.

Change‑of‑mind return: Within 7 days.

Beyond these time limits, please contact customer service, but acceptance is not guaranteed.

6.2 Can I return a product without original packaging?

For change‑of‑mind returns, original packaging is required. For quality‑related returns, if original packaging is not available, please use other protective packaging to avoid secondary damage during transit, but this may affect inspection.

6.3 What if the merchant rejects my return/exchange?

If the merchant rejects without valid reason, you can contact Pickshell Mall platform customer service for mediation. We will make a determination based on evidence from both parties.

6.4 How do international orders (e.g., users in Southeast Asia) handle returns/exchanges?

Cross‑border returns/exchanges are complex and have high shipping costs. We recommend carefully checking product details before purchasing. If a return/exchange is necessary, please contact customer service. We will provide solutions on a case‑by‑case basis (which may involve the user bearing international shipping costs).

6.5 Does return/exchange affect points?

After a return, points earned from that order will be deducted; points used on that order will be proportionally refunded.

Exchange does not affect points (original order points remain).

6.6 Do I need to return free gifts?

Yes. If the gift is not returned, the merchant has the right to deduct its value from the refund.

Important Notes

Before applying, please contact customer service or read the product page carefully. Some products may have special rules.

When shipping back, pack the product properly to avoid damage in transit. The merchant may refuse delivery if secondary damage occurs due to poor packaging.

Do not use cash‑on‑delivery (COD) for return shipments. The merchant has the right to refuse COD packages.

Keep the shipping receipt and tracking records for reference.

If the product comes with a warranty card or certificate, please include it in the return.

If you encounter any problems during the return/exchange process, please feel free to contact Pickshell Mall customer service:

Online customer service: Click the customer service icon on the right side of the page after logging in.

Customer service email: please refer to the information published on the platform.

Pickshell Mall is committed to providing you with a satisfactory shopping experience. We will handle every return/exchange request fairly and promptly.

Happy shopping!

Pickshell Mall Operations Team