We want you to have a smooth and worry-free shopping experience with Picki. Please review the following policy before making a purchase.
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Picki sells water filtration products such as filtered shower heads, filtered shower head bundles, refill sets and replacement filter cartridges. This policy explains when you may request a refund or a return, how to make the request, and how an approved refund is processed.
This policy applies to orders placed and paid for on this website. Please read it together with the product page, which shows the product description and price, and the checkout page, which shows the shipping fee and the final amount payable before you pay.
You may request a refund from Picki where:
Every refund request is subject to verification. Picki will review the order record, the supporting information you provide and, where relevant, the fulfilment and delivery records before confirming the outcome.
Nothing in this policy is intended to limit or exclude any rights or remedies available to consumers under applicable Malaysian laws.
Please contact Picki within 7 calendar days from the date of delivery if you wish to report a product that is damaged, defective or incorrect, an item that is missing, or a product that is materially different from your order.
When you contact us, please provide:
Please do not send your payment card number, CVV, online banking password, OTP or any other sensitive authentication information. Picki will never ask you for these.
A product may need to be opened, installed or tested before a defect becomes apparent. You will not be disadvantaged simply because the product had to be unpacked or inspected in order to identify the problem.
Where the issue is confirmed, Picki will arrange an appropriate remedy such as a replacement or a refund.
A change-of-mind return is a return where there is nothing wrong with the product. These returns are accepted at Picki's discretion and are subject to approval and to the condition of the product.
Where a change-of-mind return is approved, the product should generally be:
These conditions apply to change-of-mind returns only. They are not used to refuse a remedy you are entitled to for a product that is defective, damaged or incorrect.
If your order arrives damaged, please contact Picki as soon as reasonably possible after receiving it.
Recommended process:
The final remedy depends on product availability and the circumstances of the case, and will be confirmed with you before it is processed.
If a product appears to be defective or is not working as it should, please follow the steps below.
You will not be asked to pay unnecessary fees for a product that is confirmed to be defective.
If you receive an item that is different from what you ordered, please contact Picki within 7 calendar days from the date of delivery.
Please provide:
If Picki confirms that the wrong item was sent, Picki will arrange an appropriate solution, which may include sending the correct item, a replacement, or a refund.
If one or more items are missing from your order, please contact Picki with the information below.
Picki will investigate the order and the fulfilment records. If the missing item is confirmed, Picki will arrange shipment of the missing item, a replacement, or a refund for the missing item.
You may request to cancel an order before it has been dispatched. Please submit your cancellation request as soon as possible, quoting your order number.
If your order can no longer be cancelled, you may still follow the applicable return procedure above once you receive it.
If your payment has already been captured and the cancellation is approved, the refund will be processed through the refund process described below.
An order that has already been processed, packed, or handed over to the delivery provider may no longer be cancellable.
A refund may not be available where:
This list describes situations in which Picki may decline a refund after review. It is not an absolute exclusion, and it does not affect any remedy available to you under the Consumer Protection Act 1999 or other applicable Malaysian laws.
Picki begins reviewing a refund request once the necessary information has been received.
Once a refund has been initiated by Picki, the time required for the refunded amount to appear in your account may vary depending on the original payment method and the relevant financial institution or payment service provider.
Picki will confirm the date on which the refund was initiated, so that you have a reference if you need to follow up with your bank, card issuer or e-wallet provider.
Where appropriate, Picki may issue a partial refund, for example where:
The refund amount will be communicated to you before it is processed, where reasonably practicable.
Refunds are generally processed through the original payment method used for the transaction, subject to the applicable payment channel and to the requirements of the payment provider.
Picki is not able to refund to an unrelated third-party account, and refunds are not made in cash or through channels other than those supported by the payment provider.
If the original payment method is no longer available, please contact Picki so that the available options can be reviewed together with the payment provider.
Picki will provide return instructions and arrange the appropriate return shipping for confirmed cases involving:
You will not be charged return shipping for a defective, damaged or incorrect item that Picki has confirmed. Please wait for Picki's return instructions before sending anything back, so that the return can be matched to your order.
For change-of-mind returns, where such returns are accepted, you may be responsible for the return shipping cost unless otherwise stated.
Where a refund is caused by an error attributable to Picki, such as:
Picki will review the applicable shipping charges as part of the refund assessment.
For a customer-requested return or a change-of-mind situation, the original shipping fee may not be refundable unless otherwise required by applicable law or agreed by Picki.
Please contact Picki immediately if you believe that:
Please provide:
Picki will investigate the transaction with the payment provider and confirm the outcome to you. Where a duplicate or incorrect charge is confirmed, the amount will be refunded through the refund process described above.
Never share your full card number, CVV, passwords, OTPs or other sensitive authentication information. Picki does not request or store this information.
Payments made on the Picki website may be processed through Fiuu and the relevant payment channels supported by Fiuu.
Payment processing, transaction authorisation, settlement and refund processing may also be subject to the terms and requirements of the relevant payment provider, bank, card scheme, e-wallet provider or payment channel.
Once a refund has been successfully initiated, Picki does not control how long the bank, card issuer, e-wallet provider or other financial institution takes to credit the amount to your account.
If you believe there is an issue with your order or your payment, please contact Picki first. Most issues can be resolved quickly once the order and transaction records have been checked, and Picki will make reasonable efforts to investigate and resolve valid complaints.
Nothing in this policy prevents you from exercising any rights available to you under applicable laws or under the rules of the relevant payment scheme.
