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Returns and complaints

You have 14 days from delivery to withdraw from a purchase. Here is how to start a return, what sending an item back costs and when you get your money back.

Last updated: September 29, 2026
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14 days to withdraw

Products on picksy are sold by independent sellers. If you buy as a consumer, you have 14 days from delivery to withdraw from the purchase and send the item back to the seller.

Returns and complaints are also covered in § 12 of the Terms of service.

How to start a return

  1. 1.
    Open the picksy app and go to the order you want to return items from.
  2. 2.
    Tap Start a return, select the items and choose a reason.
  3. 3.
    Pick one of the return options the seller offers: an InPost label, a DPD label or shipping to the seller's address yourself.
  4. 4.
    Send the parcel. You can download the InPost or DPD label in the return details.

If you can't start a return in the app, contact us.

What a return costs

The cost depends on the option you choose. You see it while starting the return, before you submit it.

  • InPost label: 19,99 zł as standard.
  • DPD label: 24,99 zł as standard.
  • Shipping to the seller's address: you send the parcel yourself and enter the tracking number in the return details.

The InPost or DPD label cost is deducted from your refund. If the seller covers return shipping, the option is marked Free return.

Sending back an item that doesn't conform to the contract (a complaint) is always free.

When you get your money back

You get your refund within 14 days of the seller receiving the returned item.

Complaints

If an item is damaged, faulty or not as described, report it in the app the same way as a return and pick the matching reason, such as Damaged or broken or Not as described.

You have 2 years from delivery to report that an item doesn't conform to the contract. The seller handles the complaint, because the seller is responsible for the item conforming to the contract. Sending such an item back costs you nothing.

Items you can't return

By law, the right of withdrawal doesn't apply to some items, including:

  • items made to order or to your specifications,
  • sealed items that can't be returned for health or hygiene reasons once unsealed after delivery,
  • items that spoil quickly,
  • digital content without a physical medium, once delivery has started with your consent.

If an item can't be returned, its product page says so. This doesn't affect complaints: you can report non-conformity for these items too.

Common questions about returns

How long do I have to return an item?

You have 14 days from delivery. For an item that doesn't conform to the contract, you have 2 years from delivery to file a complaint.

Can I return only part of an order?

Yes. When you start the return, you select only the items you want to send back.

Who pays for return shipping?

For a return within 14 days, the label cost is deducted from your refund, unless the seller offers a free return. You see the cost before you submit the return. Complaints are always free.

When will I get my money back?

Within 14 days of the seller receiving the returned item.