Buyer Protection

What is covered

• Your order never arrives within the promised delivery window.
• The item is materially different from the listing.
• The item arrives damaged or faulty.
• You are charged the wrong amount.

What is not covered

• Buyer’s remorse — that is a normal return, not a protection claim.
• Delivery failures caused by an incorrect address you supplied.
• Damage caused after delivery.
• Items collected in person or arranged outside Pickovia checkout.

How to claim

• Open the order from Account → My orders.
• Use “Report a problem” or contact support, describing what went wrong.
• Support mediates with the seller. Most claims resolve within 3 working days.
• If the claim is upheld, you receive a replacement or a full refund — your choice where a replacement is available.

Claim window

Claims must be raised within 30 days of delivery, or within 30 days of the latest estimated delivery date if the parcel never arrived.