Refund policy
Returns & Refunds
We want you to love your Pokeebonds necklace. If something isn't right, here's how returns, refunds, and your legal rights work.
Our 30-day return window
You have 30 days after receiving your item to request a return for any reason. To be eligible, the item should be in the same condition you received it — unworn and unused, with any tags, and in its original packaging — and you'll need your receipt or proof of purchase.
To start a return, email us at pokeebonds@outlook.com. Returns must be sent to: [344 UNION AVE, RUTHERFORD, NJ, 07070]. Please don't send items back before requesting a return, as we can't accept unannounced returns.
For change-of-mind returns, you cover the return shipping cost. If your item is defective, damaged, or we sent the wrong product, we cover return shipping and will send you a prepaid label.
Damaged, defective, or wrong items
Please inspect your order on arrival and contact us right away if the item is defective, damaged, or incorrect, so we can make it right with a replacement or refund. Your rights for faulty goods are set by law and are not limited to the 30-day window above — see "Your legal rights" below.
Items we can't accept for a voluntary return
Gift cards, and personalized or custom-made items (for example, a custom engraving or bespoke order). Final-sale items are also excluded from our voluntary 30-day return. These exclusions do not apply where the law gives you a return or refund right anyway — for example, faulty items, or cancellation rights described below.
Exchanges
The fastest way to get the item you want is to return the original and, once the return is accepted, place a new order.
Your legal rights (these always apply and override anything above)
Nothing in this policy limits any mandatory consumer rights you have under the law of your country. In particular:
European Union & United Kingdom — 14-day cooling-off: If you're a consumer in the EU or UK, you have the right to cancel your order within 14 days of receiving it, for any reason and without giving one. You can tell us by emailing pokeebonds@outlook.com with a clear statement of your decision. You then have 14 days to send the item back. You pay the direct cost of return shipping. You may handle the item only as you would in a shop to check it; you're responsible for any loss in value from handling beyond that. We'll refund you within 14 days of being notified of your cancellation, using the same payment method you used, though we may withhold the refund until we receive the item back or you show proof you've sent it.
Faulty or misdescribed goods: You also have legal guarantee rights if an item is faulty, not as described, or doesn't last a reasonable time (for example, a minimum two-year legal guarantee in the EU; rights under the Consumer Rights Act in the UK; the Australian Consumer Law's consumer guarantees; and equivalent protections elsewhere). These rights are separate from, and longer than, our 30-day window.
Refunds
Once we receive and inspect your return, we'll let you know whether it's approved. If approved, we'll refund your original payment method within 10 business days (sooner where the law requires). Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since we approved your refund and you haven't received it, contact us at pokeebonds@outlook.com.
Contact: pokeebonds@outlook.com