Refund and Exchange 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. 

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. Personalised products are exempt from this policy, unless they are faulty, in which case you will be provided with your choice of refund or replacement. 

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

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

Please do not send your purchase back to the manufacturer.

Returns

You will be responsible for paying for your own shipping costs for returning your item. 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, within a certain amount of days.

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 at ekta@poochella.co.uk.