Refund policy

Returns

We want you to love your Pocket Pals purchase!

We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be:

  • Unused and in the same condition you received it

  • In its original packaging

  • Accompanied by proof of purchase (such as your order confirmation)

To start a return, please contact us at support@pocketpalsshop.com. Please do not send items back without contacting us first, as returns must be approved before they can be processed.

If your return is approved, we'll provide instructions on how and where to send your item.

Return Shipping

Customers are responsible for return shipping costs unless the item is defective, damaged, or an incorrect item was received.

Shipping charges are non-refundable unless the return is due to our error.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or you receive the wrong product, contact us within 7 days of delivery at support@pocketpalsshop.com with:

  • Your order number

  • A description of the issue

  • Clear photos of the item and packaging

We'll review your request and work to resolve the issue as quickly as possible.

Non-Returnable Items

We cannot accept returns for:

  • Items that have been used or damaged after delivery

  • Products not in their original condition or packaging

  • Gift cards (if offered)

  • Personalized or custom-made items (if offered)

Exchanges

We do not offer direct exchanges.

If you would like a different item, please return the eligible product (once approved) and place a new order.

European Union Customers

If your order is shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days of receiving it, in accordance with applicable consumer protection laws. The item must be unused, in its original condition and packaging, and accompanied by proof of purchase.

Refunds

Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for your bank or payment provider to process the refund after it has been issued.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@pocketpalsshop.com.