Return & Exchange Policy

Checking the product during delivery

Where the courier company permits open-box inspection, please inspect the parcel and product in the delivery representative's presence and follow the delivery representative's permitted procedure.

Open-box inspection depends on the courier company's rules. It may not be available for every order, courier, or shipment, and QuickPick does not promise open-box delivery for every parcel.

Where inspection is permitted, immediately refuse or return the parcel through the delivery representative if you find:

• the wrong product;
• a visibly damaged or broken product;
• a missing item;
• a major visible defect; or
• an incomplete package.

Unboxing video requirement

When delivery-time inspection is unavailable, or when you accept the parcel without checking it, you must record one continuous uncut unboxing video before opening the parcel.

The recording must begin before the parcel seal or packaging is opened and should clearly show:

• the sealed parcel and all sides of the parcel;
• the shipping label or invoice;
• the seal before it is opened;
• the complete opening process;
• all products, included items, and accessories where applicable;
• the product being checked; and
• the claimed damage, defect, wrong item, missing item, or incomplete package.

Claim deadline

Any claim relating to a wrong, damaged, defective, missing, incomplete, or materially different product must be submitted within 24 hours of confirmed delivery.

Where an order has a reliable recorded delivered timestamp, QuickPick may use that timestamp to determine the claim deadline.

Evidence requirements

To verify a claim fairly, the following may not be sufficient by themselves after review:

• photographs only;
• a video recorded after the parcel was already opened;
• multiple separate clips;
• edited or cut video;
• unclear footage;
• a video where the shipping label or invoice is not visible;
• a claim without sufficient evidence; or
• a claim submitted after the stated deadline.

Eligible cases

Typical cases that may qualify for return, exchange, or another appropriate resolution include:

• wrong product delivered;
• product damaged during delivery;
• missing product;
• missing accessory;
• incomplete package;
• verified manufacturing defect; and
• product materially different from the confirmed order.

All claims remain subject to verification by QuickPick.

Non-eligible cases

Returns or exchanges may not be accepted for cases such as:

• change of mind after opening or using the product;
• damage caused by misuse, accidental damage, water or liquid damage, electricity fluctuation, improper installation, unauthorized repair, or modification;
• normal wear and tear;
• minor colour differences caused by lighting, photography, or display settings;
• missing original packaging, accessories, manuals, tags, invoice, or order reference, unless the claimed issue itself reasonably explains the missing or damaged packaging;
• hygiene-sensitive or personal-care products after use, where applicable; and
• claims submitted outside the stated timeframe without valid evidence.

Product return condition

For an approved return or exchange, the customer should normally return the original product, original box or packaging, all accessories, manuals, warranty card where applicable, free gifts where applicable, invoice or order reference, and any intact serial number, barcode, seal, or tag where reasonably applicable.

QuickPick will not require an impossible condition where the verified issue itself involves damaged packaging or missing included material.

Courier and delivery charges

If a verified wrong, damaged, incomplete, missing, or defective product was caused by QuickPick, the seller, or delivery handling, QuickPick will provide an appropriate approved resolution according to the case.

Where a customer could have rejected a visibly wrong or damaged parcel during a permitted open-box delivery but accepted it, additional courier charges may apply after investigation.

For a non-defective exchange, size or preference exchange, or customer-requested exception, applicable one-way or two-way courier charges may be borne by the customer.

A return or exchange is not approved until QuickPick reviews the evidence and provides confirmation.

Resolution options

After verification, QuickPick may provide whichever resolution is appropriate for the verified case:

• replacement;
• product exchange;
• delivery of a missing item;
• repair;
• manufacturer or service warranty support;
• store credit; or
• refund according to the applicable payment method and verified case.

Refunds or exchanges are not guaranteed before inspection or verification.

Warranty distinction

Manufacturer or service warranty claims may have separate terms, timelines, service-centre requirements, warranty-card requirements, and repair procedures. A warranty claim is not automatically treated as a delivery-related exchange claim.

COD refusal and cancellation

Refusing a correct and undamaged COD parcel without an approved reason is not the same as a valid return or exchange claim. Repeated refusals may affect future COD availability after review.

How to submit a claim

Contact QuickPick support through the contact methods shown on our Contact page or storefront support options and provide:

• order number;
• customer name;
• registered mobile number;
• clear description of the issue;
• continuous uncut unboxing video;
• clear supporting images, if requested; and
• any additional information reasonably required for verification.

Legal reservation

This policy does not limit any rights that cannot legally be excluded under applicable law.