Return & Refund Policy

At PicPak, we want you to feel confident about your purchase. Please read our return, refund, and warranty policy carefully before submitting a request.

For any return, refund, or warranty request, please get in touch with us at service@picpak.tech

 

1. Applicable Orders


This policy applies to the following orders:
  • PicPak Shopify official website orders
  • PicPak Kickstarter crowdfunding orders

Please note that Shopify official website orders are standard retail purchase orders, while Kickstarter orders are crowdfunding backer rewards and are not fully equivalent to standard retail orders.

Once a Kickstarter campaign has ended and the reward product has been produced or shipped, refunds are generally not offered for non-quality issues. If a product is confirmed to have a manufacturing defect or functional malfunction, we will offer troubleshooting, replacement, exchange, partial refund, or full refund based on the actual situation.

2. Applicable Circumstances


The following circumstances, once confirmed by customer service, may qualify for a refund, replacement, or exchange:
  • The product has a manufacturing defect or functional malfunction
  • The issue was not caused by misuse, accidental damage, water damage, unauthorized modification, or other human-caused factors
  • You have followed our troubleshooting guidance
  • Our customer service team has confirmed the issue cannot be resolved remotely

The following circumstances are generally not considered quality issues and are not eligible for free refunds, replacements, or exchanges:
  • Damage caused by dropping, impact, crushing, or scratching
  • Water ingress, moisture, or liquid damage
  • Unauthorized disassembly, repair, modification, or tampering
  • Normal wear and tear from regular use
  • No reported issue within the specified timeframe after logistics confirm successful delivery
  • Return/refund requests arising from the normal display characteristics of e-ink screens, personal preference, differences in usage expectations, or subjective perception of display quality

PicPak uses e-ink displays, and their visual output differs from phone screens, LCD, or OLED displays. Color saturation, contrast, level of detail, and image rendering may be affected by the original image, ambient lighting, and the inherent characteristics of e-ink technology. Provided the device functions normally, such display differences do not by themselves constitute a product quality defect.


3. Request Timeframes

3.1. 90-Day Manufacturing Defect Refund Guarantee

If a product develops a confirmed manufacturing defect or functional malfunction within 90 days of delivery, the user may be eligible for a replacement, exchange, or full refund. 

Users must provide the order number, purchase email, description of the issue, product photos, and a clear video.

Once customer service confirms the issue cannot be resolved through remote troubleshooting, we will process the request based on the specific circumstances.

3.2. 24-Month Warranty

PicPak products carry a 24-month warranty from the date of delivery, covering manufacturing defects and functional malfunctions.

Within the 24-month warranty period, if a product is confirmed to have a manufacturing defect or functional malfunction not caused by human factors, we may offer troubleshooting, repair guidance, replacement, exchange, partial refund, or other reasonable solutions.

The warranty does not cover damage caused by human factors, water damage, dropping, crushing, unauthorized disassembly or modification, normal wear and tear, or similar circumstances.