Refund Policy

At PocaTeez, we strive to ensure a smooth shopping experience. Please review our refund policy below to understand our terms and conditions regarding exchanges, cancellations, returns, and refunds.

Order Exchanges

To ensure a seamless transaction, please carefully review your order details—such as size, design, and quantity—before completing your purchase. We do not process exchanges for errors in these selections. However, you may cancel your order within 24 hours and place a new one with the correct details. If you need assistance, our support team is here to help.

Order Cancellations

  • Timeframe: Within 24 hours of order placement
  • Cancellation Fee: A 10% cancellation fee (based on the total order value) will be applied.
  • How to Cancel: Contact us via Support@pocateez.com within 24 hours of placing your order. After this period, your order may have already entered processing and cannot be canceled.

Returns & Refunds

We accept returns within 180 days of delivery. After this period, refunds will no longer be issued. Returns and refunds are applicable under the following conditions:

Eligible for Return & Refund:

  • Items arriving damaged or broken
  • Products differing in design, size, or material from the original order
  • Receipt of incorrect items
  • Items with significant deviations from the product description

Ineligible for Return & Refund:

  • Items that have been worn, washed, or altered
  • Defective items not attributable to our oversight
  • Items lacking original tags
  • Items with minor, fixable thread issues

Returned items must be in their original condition and packaging to qualify for a refund.

Refund Claim Requirements

To submit a refund claim, please provide the following:

  • Shipping label or receipt
  • Proof of purchase
  • Evidence of defects (photos or videos)
  • Relevant communications (e.g., email screenshots)

Return & Refund Process

  1. Contact Us: Send an email to Support@pocateez.com with the required documentation.
  2. Eligibility Review: We will respond within 2-3 business days regarding your eligibility.
  3. Return Authorization: Follow the instructions provided and only send your package after receiving a confirmation email with the return address.
  4. Tracking: Include the carrier’s tracking number for the returned item.
  5. Processing: Refunds are typically processed within 2 business days after we receive your return.

Refund Processing Time

  • Once your return is received and approved, we will issue a full refund, including the original shipping costs.
  • If you experience delays beyond 10-15 business days, please check with your bank or credit card company for updates on the refund status.

Important Notes

  • Our return policy is valid for 180 days from the delivery date.
  • Customers are responsible for return shipping costs.
  • We are not liable for any damages or losses occurring during return shipping.
  • For ineligible requests or lost returns, customers will need to handle these matters independently.

Before initiating a return, please reach out to our Support Team for assistance.

For any questions, feel free to contact us through the “Contact Us” page.

Thank you for shopping with PocaTeez!