Refund policy
Effective Date: August 17, 2026
1. Overview (Quick Reference)
- Return Window: 30 days from delivery
- Product Condition Accepted: New (unused, original packaging, tags attached, not assembled or installed) for change-of-mind returns; any condition for defective or damaged items
- Return Method: By mail (small parcel) or arranged freight pickup (oversized items)
- Return Shipping Cost: Customer pays for change-of-mind returns; Distinct Picks covers defective, damaged, or incorrect items
- Restocking Fee: 25% for change-of-mind returns; 0% for defective, damaged, or incorrect items
- Refund Processing Time: Up to 10 business days after we receive and inspect the returned item
- Refund Method: Original payment method
- Exchanges: Accepted for defective, damaged, or incorrect items
2. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Distinct Picks website located at distinctpicks.com ("Website") and shipped to customers within the United States. Distinct Picks is a trading name of Fox Ecommerce LLC.
3. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
Email: support@distinctpicks.com
Phone: +1 (855) 772-2008
Address: 262 Chapman Rd, Ste 240, Newark, Delaware 19702, United States
Hours: Monday to Friday, 9:00 AM to 6:00 PM EST
4. Return Eligibility
Customers have the right to return products within 30 days of receipt, subject to the conditions outlined below. We accept returns for both defective and non-defective products.
4.1 Conditions for Return
- For Non-Defective Returns (Change of Mind): The product must be unused, undamaged, and in the same condition that you received it. It must be in the original packaging, with all crating, labels, and tags attached, and must not have been assembled or installed.
- For Defective or Damaged Returns: Items are accepted regardless of condition. Please provide photos or videos as documentation of the defect or damage.
- Proof of Purchase: A receipt or proof of purchase is required for all returns.
5. Return Process
5.1 Initiating a Return. Contact Customer Service: Email us at support@distinctpicks.com or call +1 (855) 772-2008 within 30 days of receiving your order. Provide your order number and a detailed reason for the return. Return Authorization: After reviewing your request, we will provide detailed return instructions and a Return Merchandise Authorization (RMA) number and prepaid shipping label. Please note that change-of-mind returns are subject to a 25% restocking fee, which will be deducted from your refund.
5.2 Preparing Your Return. Package the Item Safely: Securely pack the item in its original packaging with all accessories, manuals, and free gifts included. Include Documentation: Include the return authorization form and any necessary supporting documents or images. Return Label: For change-of-mind returns, you are responsible for arranging and paying for return shipping — we will quote you the exact cost in writing before you commit. For defective, damaged, or incorrect items, Distinct Picks will arrange and cover the cost of return shipping.
5.3 Shipping the Return. Method: Return using a trackable service (small parcel) or an arranged freight pickup (oversized items). Return Window: Ship the item within 30 days after receiving the return authorization.
6. Return Shipping Costs and Fees
- Return Shipping Costs (Change of Mind): The customer is responsible for return shipping costs. On an oversized freight item this can be significant — we will always quote the exact figure in writing before you commit, and you may cancel the return at that point at no cost.
- Return Shipping Costs (Defective, Damaged, or Incorrect Items): Distinct Picks covers return shipping costs in both directions.
- Restocking Fees: A 25% restocking fee applies to change-of-mind returns. No restocking fee applies to defective, damaged, or incorrect items.
7. Specific Return and Refund Conditions
7.1 Returns Due to Change of Mind (Non-Defective Products). Eligibility: Items must be unused, undamaged, in original packaging with tags attached, and not assembled or installed. Return request must be made within 30 days of receipt. Refund: A refund will be issued to the original payment method, minus a 25% restocking fee and the cost of return shipping. Return shipping is the customer's responsibility.
7.2 Defective or Damaged Goods. Notification: Contact us within 7 days of delivery for items damaged in transit, or within 48 hours of discovering a defect covered under warranty. Documentation: Provide photos or videos of the defect or damage; for freight deliveries, note the damage on the delivery receipt before signing. Resolution: We will offer a replacement or a full refund, with all shipping costs covered by us. No restocking fee applies.
7.3 Incorrect Product Received. Notification: Inform us immediately upon receipt. Resolution: We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product at no additional cost.
7.4 Product Never Arrived. Notification: Contact us if your product does not arrive within the estimated delivery time stated in our Shipping Policy. Resolution: We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement product.
7.5 Order Cancellation. Before Shipment: You can cancel your order for a full refund if the cancellation request is received before the order has shipped. After Shipment: If the order has already been shipped, please follow the return process above; a 25% restocking fee and customer-paid return shipping apply to change-of-mind cancellations after shipment. Made-to-Order Items: Once production has started, a made-to-order item can only be cancelled if the manufacturer agrees, and any cancellation charge the manufacturer applies is passed through at cost. Contact us as early as possible — within the first 24-48 hours, production has usually not started.
8. Refunds
8.1 Refund Conditions. Approval: Refunds are issued after we receive and inspect the returned item. Notification: We will notify you via email regarding the approval or rejection of your refund. Condition: Items must meet the return eligibility criteria outlined in Section 4.
8.2 Refund Processing. Method: Refunds will be processed to the original payment method used at the time of purchase. Processing Time: After receiving and inspecting the returned item, the refund processing time is up to 10 business days. It may take additional time for the refund to appear in your account, depending on your bank or credit card issuer.
8.3 Partial Refunds. Partial refunds may be granted in certain situations: Condition Issues: Items not in original condition, damaged, or missing parts for reasons not due to our error. Late Returns: Items returned more than 30 days after delivery.
9. Exchanges
We accept exchanges. We replace items if they are defective, damaged, or incorrect. To request an exchange, contact us at support@distinctpicks.com.
10. Non-Returnable Items
The following items are not eligible for return or refund: Custom or personalized items built to your specification, including custom colors and non-standard configurations; Assembled or installed items (Section 7.2 still applies if the item is defective); Gift cards.
11. Timelines
- Return Window: Returns must be reported within 30 days of receiving the product and shipped within 30 days of authorization.
- Damaged Package Reporting: Within 7 days of delivery.
- Defect/Warranty Reporting: Within 48 hours of discovering the fault.
- Refund Processing Time: Up to 10 business days after receiving and inspecting the returned item.
12. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law, or your rights with your card issuer.
13. Questions and Support
Distinct Picks (Fox Ecommerce LLC)
Phone: +1 (855) 772-2008
Email: support@distinctpicks.com
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM EST
Address: 262 Chapman Rd, Ste 240, Newark, Delaware 19702, United States
Note: By making a purchase on our Website, you agree to this Return and Refund Policy.