Refund policy
We want you to actually love what you ordered — not just keep it because returning things is a hassle. Here's how ours works, plainly.
The basics
You have 30 days from receiving your order to request a return.
To be eligible, your item needs to be:
- in the same condition you received it, and
- in its original packaging,
and you'll need your receipt or proof of purchase (your order confirmation email is fine).
To start a return, email us at hello@pickypads.co — please don't send anything back before we've confirmed the return, as unrequested returns won't be accepted.
Return shipping
- Faulty, damaged, or wrong item sent? That one's on us — we'll cover return shipping.
- Changed your mind? Return shipping is at your own cost. We'll let you know how to send it back once your return's approved.
Damages and issues
Please check your order as soon as it arrives. If something's defective, damaged in transit, or just not what you ordered, email us straight away at hello@pickypads.co so we can sort it — replacement, refund, whatever gets it right.
Hygiene items — Picky Pads & skin-contact fidgets
For hygiene reasons, our silicone Picky Pads and other skin-contact fidget products can only be returned unopened and unused, in their original packaging. Once one of these has been opened or used, we can't accept it back — same as most personal care products. If yours arrived faulty, that's covered under Damages and Issues above, no exceptions.
Sensory Reset Lamp
The lamp follows the same 30-day policy as everything else, with one extra condition: it needs to come back complete — Diffuser Dome, Mood Remote, charging cable, and original packaging all included. Missing parts may mean a reduced refund or the return not being accepted.
Other exceptions
We're unable to accept returns on:
- Sale or clearance items
- Gift cards
- Custom, personalised, or made-to-order items
- Anything classed as hazardous material (e.g. items containing batteries or flammable components, where return shipping restrictions apply)
If you're not sure whether your item qualifies, just ask — we'd rather explain than leave you guessing.
Exchanges
The quickest way to get the right thing is to return what you have (see above) and place a new order for what you actually want, rather than waiting on a swap.
European Union — 14-day cooling-off period
If you're ordering from within the EU, you have the legal right to cancel or return your order within 14 days, for any reason, no justification needed. Your item still needs to be unused, unworn, with tags, and in its original packaging, along with proof of purchase. This is in addition to — not instead of — the 30-day policy above.
Refunds
Once we've received and inspected your return, we'll email you to confirm whether it's approved. If approved, your refund goes back to your original payment method within 10 business days — banks and card providers can sometimes take a little longer to actually show it on your end.
Nothing showing after 15 business days? Email hello@pickypads.co and we'll chase it down. No hoops.