Refund policy
At POCKI, we want you to love your purchase. If you are not completely satisfied, we’re here to help.
14-Day Return Policy
All returns must be initiated within 14 days after you receive your item.
Eligibility for Returns
To be eligible for a return, your item must be:
- In the same condition that you received it
- Unworn or unused
- With all original tags attached
- In its original packaging
- Accompanied by a receipt or proof of purchase
To start a return, please contact us at info@pocki.com.au. We will provide a return shipping label and detailed instructions. Please do not return items without contacting us first, as these will not be accepted.
Damaged or Faulty Items
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately at info@pocki.com.au with your order details and a photo if possible, so we can assess the issue and make it right.
Non-Returnable Items
Certain products are not eligible for return, including:
Custom or personalised products
Sale items and gift cards
If you have questions about whether your item is eligible for return, please contact us before purchasing.
Return Shipping Costs
- Change of Mind: For change-of-mind returns, the customer is responsible for all return shipping costs. Original shipping fees are non-refundable.
- Damaged, Faulty, or Incorrect Items: If a refund or replacement is confirmed for a damaged, faulty, or incorrect item, we will reimburse all shipment costs paid by the customer. We may also arrange for the return of the item at our expense.
Step-by-Step Return Instructions:
- Contact Us First: Please contact our customer service team at info@pocki.com.au or through our website's contact page to initiate a return. Provide your order number and the details of the item(s) you wish to return. Please note: Any return shipment sent without prior notice and contact will not be accepted.
- Receive Instructions: We will provide you with instructions on how to proceed and confirm the return eligibility.
- Package Your Item(s): Securely package the item(s) to be returned to prevent damage during transit.
- Send to Our Address: Ship the package to the following return address: 21 Penrith Place, Balga WA 6061
- Await Inspection: Once your returned item(s) are received and inspected by our team, we will notify you of the approval or rejection of your return.
Exchanges
To exchange an item, please follow our return process above. Once your return is approved, you may place a new order for the item you want.
Australian Consumer Law
Our returns policy is in addition to your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. If your return is approved, we will process your refund to your original payment method within 10 business days. Please note your bank or credit card provider may take additional time to process the refund.
If it has been more than 15 business days since your return was approved and you have not received your refund, please contact us at info@pocki.com.au.
If you have any questions about our return or refund process, please contact us any time at info@pocki.com.au.