ThePicks

Returns & Exchanges Policy

Effective Date: August 5, 2026

This Returns & Exchanges Policy (this "Policy") describes the circumstances under which customers may request a refund or replacement for orders placed through ThePicks, and the procedures for doing so.

By placing an order on ThePicks, you agree to this Policy, our Terms of Service, and our Shipping Policy.

1. All Sales Are Final

Due to hygiene and product safety considerations, cosmetic and skincare products cannot be restocked or resold once shipped. Accordingly, ThePicks does not accept returns and does not provide refunds or exchanges for change of mind, including, without limitation, the following circumstances:

  • The customer no longer wants the product;
  • The product is unsuitable for the customer's skin type or personal preferences;
  • The product's scent, texture, or color differs from the customer's expectations;
  • The customer located the product at a lower price elsewhere; or
  • The customer ordered an incorrect item in error.

Customers are advised to review product details, ingredient information, and order contents carefully prior to completing a purchase.

Nothing in this Section limits the remedies described in Section 2 or any non-waivable rights available to you under applicable law.

2. Eligible Claims

ThePicks will provide a refund or replacement, at no cost to the customer, in the following circumstances:

  • Damage in transit. The product arrived broken, leaking, or otherwise damaged.
  • Product defect. The product exhibits a manufacturing defect or material quality issue.
  • Incorrect item. The product received differs from the product ordered, including an incorrect shade or size.
  • Missing item. An item included in the order was not contained in the package.
  • Non-delivery. The package was not delivered, as addressed under our Shipping Policy.

For any claim confirmed under this Section, ThePicks bears all associated costs. Customers will not be charged shipping fees, return costs, or any other amounts in connection with the resolution of a confirmed claim.

3. Claim Procedure

To submit a claim, please contact support@thepicks.io and observe the following requirements:

  • 1. Claims must be submitted within seven (7) days of delivery, or, in the case of non-delivery, within seven (7) days of the final estimated delivery date.
  • 2. The claim must include the order number, the email address used for the order, a description of the issue, and, for claims of damage, defect, or incorrect item, clear photographs of the product, its packaging, and the shipping label.
  • 3. ThePicks will review the claim and respond within two (2) business days of receipt.

Claims submitted after the applicable deadline, or without the required documentation, may be deemed ineligible.

4. Resolution of Confirmed Claims

Upon confirmation of a claim, ThePicks will provide one of the following remedies, determined at ThePicks' reasonable discretion based on the circumstances and product availability:

  • Replacement. A correct or undamaged replacement product will be shipped at no cost to the customer.
    • Exclusive Picks: replacements ship from our U.S. warehouse, typically within 2–5 business days.
    • Open Picks: replacements are re-sourced and shipped from Korea, typically within 10–14 business days. If a replacement cannot be sourced within a reasonable period, a full refund will be issued in lieu of replacement.
  • Refund. A full refund for the affected item(s), including any shipping fees paid with respect to such item(s), issued to the original payment method.

In most cases, customers are not required to return the product. Where a return is required, ThePicks will provide a prepaid return label; customers will not be responsible for return shipping costs on any confirmed claim.

5. Refund Processing

Approved refunds are issued to the original payment method within three (3) business days of approval. Depending on the issuing bank or card network, an additional five (5) to ten (10) business days may be required before the refund appears on the customer's statement.

Any Picks Points or promotional credits applied to the order will be re-credited to the customer's account.

6. Order Cancellation

Orders may be canceled directly from the Order History section of your ThePicks account, subject to the following:

  • Exclusive Picks: orders may be canceled at any time prior to shipment.
  • Open Picks: orders may be canceled at any time prior to the commencement of sourcing. Because Open Picks products are procured individually for each order, sourcing may commence shortly after payment is completed.

Once an order is no longer eligible for cancellation, the cancellation option will no longer be available in your account. Canceled orders are refunded in full to the original payment method in accordance with Section 5.

If you experience any difficulty canceling an eligible order, please contact support@thepicks.io.

7. Payment Disputes

Customers experiencing any issue with an order are encouraged to contact support@thepicks.io before initiating a payment dispute with their card issuer. ThePicks is committed to resolving legitimate claims promptly and fairly, and most claims are resolved within a few business days. Initiating a payment dispute without first contacting ThePicks may delay resolution.

8. Policy Abuse

ThePicks reserves the right to decline refund or replacement requests in cases of suspected fraud or abuse of this Policy, including repeated claims unsupported by reasonable evidence.

9. Contact

Customer Support Email: support@thepicks.io

Please include the order number, the email address used for the order, the recipient name, a description of the issue, and photographs where applicable.

10. Relationship to Other Policies

This Policy is incorporated into and forms part of ThePicks Terms of Service, and operates in conjunction with our Shipping Policy. Nothing in this Policy limits any non-waivable rights available to you under the laws of your state or country of residence.