REFUND POLICY
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In the case of a defective or broken product we have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the original packaging that you received it, along with all accessories and components that came with it. You’ll also need the receipt or proof of purchase. Please also provide photographic evidence that the item is defective and/or the wrong item. We will not accept returns for items that have some wear and tear to the boxes, while we try to make sure all our stock is stored and shipped well and securely wear to boxes will naturally occur with handling and transporting from when we import the item(s) and ship the item(s).

Failure to pay for customs/import duties and orders being returned to us are not eligible for refunds unless the item is defective, damaged or if you receive the wrong item.

To start a return, you can contact us at service@mail.popoket.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at service@mail.popoket.com.

Exceptions / non-returnable items / Preorders / Backorders
Products marked as a 'Preorder' or 'Backorder' (items not in stock which usually take 2-4 weeks to deliver) are not eligible for refunds or cancellations. As preorders and backorders are a special request item we cannot accept cancellations or returns on these items unless the item is damaged or the wrong product is received, in the case where a deposit has been paid if the customer refuses to pay the remaining balance when the product(s) on the order arrive and are ready to be shipped then the customer will forfeit the deposit paid and product(s) on the order. By preordering an item you accept that the item cannot be returned unless agreed by us, please contact us at service@mail.popoket.com if a defective or incorrect item is sent.

Unfortunately, we cannot accept returns on sale items (unless damaged in transit or if the wrong item is sent) or gift cards.

Exchanges
In cases where an item is in stock, we can exchange faulty/incorrect items for a new item. When the item cannot be exchanged/replaced (such as the item being out of stock with ourselves and the manufacturer/supplier) we will offer a full refund. In cases where the replacement item is in stock with the manufacturer/supplier please allow us time to be able to import the replacement item, which may take a number of weeks.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

All refunds will be subject to a processing fee charge of 3.5% which is non-refundable from our payment processor.