Refund policy

Thank you for shopping at PocketPals. We want you to feel confident when purchasing our cute bear keychains, bag charms, gift accessories, and related products.

This Return and Refund Policy explains the conditions under which products purchased through pocketpals.space may be returned, exchanged, replaced, or refunded.

1. 30-Day Return Policy

We offer free returns within 30 days of the date your order is delivered.

To qualify for a return, the product must:

Be returned within 30 days of confirmed delivery.
Be unused, unworn, and in its original condition.
Include its original packaging, tags, accessories, and components.
Show no signs of misuse, modification, accidental damage, or excessive handling.
Be accompanied by valid proof of purchase, such as an order number or confirmation email.

Returns that do not meet these requirements may be declined.

2. How to Request a Return

Before returning a product, please contact our customer support team at:

Email: support@pocketpals.space
Phone: +1 (604) 421-0924

Please provide:

Your full name.
Your order number.
The email address used to place the order.
The product you wish to return.
The reason for your return.
Clear photographs or videos if the product is damaged, defective, incorrect, or incomplete.

Our support team will review your request and provide return instructions. Please do not send any product back before receiving authorization from PocketPals.

3. Free Return Shipping

Approved returns are eligible for free return shipping.

Where available, we will provide a prepaid return shipping label or another approved return method. The return shipping procedure may vary depending on your country or region.

PocketPals is not responsible for products returned without authorization, sent to an incorrect address, or shipped using a method that was not approved by our customer support team.

4. Damaged, Defective, or Incorrect Products

Please inspect your order shortly after delivery.

The product arrived damaged.
The product has a manufacturing defect.
You received the wrong product, color, design, or quantity.
A component or accessory is missing.
The package arrived with significant visible damage.

Please send clear photographs of the product, packaging, shipping label, and affected area. After reviewing your claim, we may offer:

A free replacement.
A full refund.
A partial refund.
Another reasonable resolution agreed upon with you.

Do not dispose of the product or packaging until your claim has been reviewed.

5. Non-Returnable Products

The following products may not be eligible for return unless they are defective, damaged, or incorrectly supplied:

Products returned after the 30-day return period.
Products showing signs of use, wear, damage, or alteration.
Products without their original packaging or included accessories.
Personalized, customized, or made-to-order products.
Clearance or final-sale products clearly marked as non-returnable.
Gift cards, promotional credits, or digital products.
Products damaged through improper use, storage, cleaning, or handling.
Products returned without prior authorization.

Your statutory consumer rights are not affected where applicable law provides additional protection.

6. Exchanges

Exchanges may be available for eligible products, depending on stock availability.

To request an exchange, contact us within 30 days of delivery. If the requested replacement product is unavailable, we may issue a refund or offer an alternative product.

We do not guarantee that a particular color, design, style, or variation will remain available during the return process.

7. Refund Processing

Once your return is delivered and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank, card issuer, payment provider, or financial institution.

Please allow approximately 5–10 business days after refund approval for the funds to appear in your account. Some financial institutions may require additional time.

Original expedited shipping charges, optional shipping upgrades, customs duties, import taxes, and other third-party fees are generally non-refundable unless the return results from an error by PocketPals or applicable law requires otherwise.

8. Order Cancellations

Orders may be cancelled only if they have not entered processing or shipment preparation.

Please contact us as soon as possible after placing your order. We cannot guarantee cancellation once an order has been processed, packed, or transferred to a shipping carrier.

If cancellation is no longer possible, you may request a return after delivery in accordance with this policy.

9. Refused or Undeliverable Packages

If an order is refused, unclaimed, or returned because of an incorrect or incomplete address, we will contact you after receiving the package.

Additional shipping charges may apply before the order is resent. Refunds for undeliverable packages may exclude costs incurred because of inaccurate delivery information supplied by the customer.