# How do I return a product?

> Write to the seller in Messages, with photos. You have 14 days after delivery if the product is damaged or not as described.

URL: https://www.pikbon.com/en/guide/retourner-un-produit
Updated: 2026-10-30

Write to the seller in **Messages**, with photos. You can ask for a return within 14 days after delivery.

## Before you start

- A return is possible if the product is not as described, damaged or very different from its description.
- Take photos of the product and of the problem.

## The steps

1. Tap **Messages**, at the bottom of the screen.
2. Tap the chat with the shop.
3. Tap the “+” button, on the left of the box. Choose **Photo**.
4. Send your photos.
5. Write what is wrong.
6. Agree with the seller on the return.

## If it doesn't work

- You can't agree: write to support@pikbon.com. Pikbon helps find a solution.
- Pikbon cannot guarantee a refund, because Pikbon does not hold the money.

## What cannot be returned

- Perishable products.
- Made-to-measure or personalised products.
- Opened hygiene products.
- Digital products, once access is given.

## Good to know

- The refund of an accepted return is settled between you and the seller.
- If the product is not as described or damaged, return costs are paid by the seller. Otherwise, agree with them.
- A shop can publish its own return rules. In that case, theirs apply.

## Frequently asked questions

### How long do I have to ask for a return?

14 days after delivery, if the product is not as described, damaged or very different from its description.

### Who refunds me?

The seller. Pikbon never receives, holds or pays back the money from a product sale.

### Who pays for the return?

The seller, if the product is not as described or damaged. Otherwise, agree with them.

### Where do I read the full rules?

On the Returns and refunds page.

## See also

- [Message a seller](https://www.pikbon.com/en/guide/contacter-un-vendeur)
- [Follow my order](https://www.pikbon.com/en/guide/mes-achats)
- [Cancel my order](https://www.pikbon.com/en/guide/annuler-ma-commande)
- [Returns and refunds](https://www.pikbon.com/en/retours)