Refund policy
Last updated: July 12, 2026
At Pikase, every order is quality-checked before it leaves our fulfilment centre, so the vast majority of our customers never need to request a return. This policy explains exactly when a return, replacement, or refund is available, and how to request one.
What Is Covered
We offer a free replacement or a full refund, at your choice, if your order:
- arrives with a manufacturing defect or visible damage; or
- develops a genuine electronic or mechanical fault within 30 days of delivery — for example, it does not power on, does not hold a charge, or does not operate as described.
What Is Not Covered
Outside of the statutory cancellation right described below, we do not accept returns, exchanges, or refunds simply because a customer has changed their mind, no longer wants the item, or is not personally satisfied with a product that is working correctly and matches its description. We encourage customers to review the product details, specifications, and reviews carefully before ordering.
How to Request a Return
To request a free replacement or refund for a defective or faulty item, email support@pikase.com within 30 days of delivery with:
- Your order number;
- A short description of the fault; and
- A video showing the fault and the unboxing of your parcel.
We ask for this video because it is the documentation our courier requires to process a compensation claim, and it allows us to verify and resolve your case as quickly as possible. We recommend every customer record their unboxing as a precaution, since footage cannot be provided once packaging has been discarded. If you're unable to provide a video, please contact us anyway and we will still do our best to help.
Please do not send an item back to us before we have confirmed that your claim has been accepted; unauthorised returns may not be processed.
Your Legal Right to Cancel (First 14 Days)
If you are a consumer based in the United Kingdom, the law gives you the right to cancel your order within 14 days of receiving it, for any reason and without needing to give a justification. This is a statutory right under UK consumer protection law and applies regardless of the sections above. To use this right, email support@pikase.com within 14 days of delivery. The item should be unused and, where possible, returned with its original packaging and any accessories or complimentary items included with your order (such as power cables). Once we receive the item back in this condition, we will issue a full refund.
Refunds
Once your return or cancellation has been approved, we will issue your refund to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process and display the refund. If more than 15 business days have passed since approval and you still haven't received it, contact us at support@pikase.com.
A Note on Warranty Coverage
Some Pikase products are also advertised with a separate limited warranty (for example, a 1-year limited warranty). Warranty claims made after this 30-day return window are handled separately — let me know if you'd like a full Warranty Policy drafted to match what you're currently advertising.
Questions
If you have any questions about this policy, contact us at support@pikase.com.