Refund policy

Here at Poochella® we want you to be happy with every product you receive, but in the unlikely event that this is not the case, we would at the very least like you to be happy with our customer service. 

Returns or Exchanges

In the majority of cases, our refund and exchange policy allows you to cancel your order with us for any reason within the first 14 days of placing it. Just return the unused item in the same condition that you received it, with original packaging, and we will provide you with a full refund or exchange. If your order has already been shipped when you cancel, you will be responsible for paying for the return shipping cost.

Refunds, returns and exchanges are not possible for personalised products, unless they have arrived damaged or faulty. 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless the product is damaged or faulty.

Please keep a copy of your receipt or proof of purchase, as we may need this to process your refund or exchange. 

You will be responsible for paying for your own shipping costs for returning your item, unless you are able to show that the item arrived faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance as we can't guarantee that we will receive your returned item.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, usually within 3-5 days.

Please do not send your purchase back to the manufacturer eg. Cath Kidston, Ancol etc. unless arranged previously.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us