Refund & Returns Policy

1. How your payment is protected

When you pay for an order, BalePick collects the payment and holds each supplier's share. The supplier is paid only after the order has been delivered and your 5-day window to report a problem has closed with no open report. While you can still report a problem, the supplier has not been paid.

Holding payment is how we protect both sides of a trade; it does not make BalePick a bank, and no interest is paid on amounts held. All prices, charges and refunds are in US dollars.

2. Cancelling an order

An order that has not been paid for can be cancelled from your orders.

Once an order is paid, the supplier starts preparing it, so it cannot be cancelled from your account. If the supplier declines an order, or an order or part of it is cancelled before it ships, we refund the affected amount in full, including its share of shipping and import duty. If you need to change a paid order, contact us as soon as possible.

3. If an order fails inspection at our hub

Every order is sent to a BalePick hub before it reaches you. There we check it against its listing — quantity and grade — and record photos and video. The QC report is available on your order.

If an order does not pass inspection, we may hold it, ask the supplier to correct it, adjust or cancel it, and refund you in whole or in part. We tell you and the supplier what we decided and why.

When a shipment is held, the choice is yours: accept it as found and let it continue to delivery, or cancel it and take the refund. If you do not choose within 5 days, the shipment is cancelled and refunded automatically.

4. Reporting a problem after delivery

If something is wrong with a delivered order — it is damaged, not as described, the wrong item or short in quantity — report it through BalePick within 5 days of delivery. Open the order and choose "Report a problem", describe what is wrong and add clear photos or video.

The supplier has 3 days to respond. You and the supplier may agree a resolution between you; if you do not, or the supplier does not respond, the report comes to BalePick and we decide the outcome based on the listing, the QC report and the evidence.

5. Outcomes and returns

The outcome of a report can be a full or partial refund, a return of the goods for a refund, or closing the report with no refund. The outcome and the reasons for it are shown on your report, which you can open from the order.

If we ask for goods to be returned, return them in the condition you received them and as we instruct. Please do not send anything back until we ask you to.

6. What this policy does not cover

• Problems reported more than 5 days after delivery, or reported outside BalePick.
• A change of mind. Every order is graded and inspected before it ships, so goods that match their listing and QC report are not taken back because they are no longer wanted.
• Differences that are normal for pre-loved stock and consistent with the listing. Inspection samples and grades each lot; it is not a guarantee of the condition of every piece, and it does not replace your right to report a problem.
• Import duties, taxes or fees charged by customs beyond the estimate shown at checkout, which are the buyer's responsibility unless we tell you otherwise for your order.

7. How and when you are refunded

Refunds are made to the original payment method or as store credit, as shown in the outcome. Card refunds can take several business days to appear, depending on your bank.

Store credit is held in US dollars, can only be spent on BalePick, has no cash value and cannot be transferred.

8. Contact us

If something is wrong, please contact us first — most issues are resolved quickly that way.

This policy explains the refund rules in our Terms & Conditions in plain language. If the two ever differ, the Terms & Conditions apply. Read the Terms & Conditions

Questions about a refund or a return? Reach us through our contact page or at the address below. Go to the contact page