Refund policy
Refund & Returns Policy
At Mypookiewear, we want you to be satisfied with your purchase. This policy explains our return, refund, cancellation, and withdrawal procedures, together with the consumer rights that may apply to you under applicable law.
Statutory Right of Withdrawal
If you are a consumer located in the European Union or European Economic Area, you may have a statutory right to withdraw from an online purchase within 14 days without giving a reason, subject to applicable legal exceptions.
The withdrawal period generally ends 14 days after the day on which you, or a person designated by you other than the carrier, receives the goods.
For orders containing multiple goods delivered separately, the withdrawal period generally ends 14 days after receipt of the final item.
To exercise your withdrawal right, you must notify us of your decision by means of a clear statement before the applicable withdrawal period expires.
You may contact us at:
We will acknowledge receipt of your request where required.
Where a statutory withdrawal right applies, we will reimburse eligible payments received from you, including standard delivery charges, within the applicable statutory period.
We may delay the refund until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first, where permitted by law.
You are generally responsible for the direct cost of returning goods when exercising a statutory withdrawal right, unless applicable law provides otherwise.
You may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics, and functioning.
Certain products may be excluded from the statutory right of withdrawal where permitted by applicable law, including personalised or custom-made products, rapidly perishable goods, and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.
General 30-Day Return Policy
In addition to any statutory consumer rights you may have, Mypookiewear offers a 30-day return window for eligible products.
You may request a return within 30 days of receiving your order.
To be eligible for a voluntary return, the item should generally:
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Be unused and unworn;
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Be in the same condition in which you received it;
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Be returned with its original packaging where applicable; and
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Be accompanied by proof of purchase.
To request a return, please contact us at:
Please obtain return approval and instructions before sending any item back. Items returned without prior authorization may not be accepted.
Except where the return relates to a statutory withdrawal right, a defective, damaged, or incorrect item, the customer may be responsible for the cost of return shipping.
Incorrect Shipping Address
Orders are shipped to the address provided by the customer during checkout.
Please carefully review your shipping information before completing your purchase.
Mypookiewear is not responsible for delays or delivery failures resulting from an incorrect or incomplete address supplied by the customer, subject always to any rights you may have under applicable consumer law.
If a package is returned because an incorrect or incomplete address was provided, additional shipping costs may apply for reshipment.
Order Cancellations and Changes
Because we aim to process orders quickly, cancellation or modification requests should be submitted as soon as possible after placing an order.
Where an order has not yet entered processing, we will make reasonable efforts to accommodate a cancellation or change request.
Once an order has entered processing or has been shipped, we may no longer be able to modify or cancel it.
Nothing in this section affects any statutory cancellation or withdrawal rights available to you under applicable law.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If you receive an item that is defective, damaged, or different from what you ordered, please contact us at contact@mypookiewear.com as soon as reasonably possible.
To help us investigate the issue, we may request photographs or a short video showing the product and the problem.
Where an item is confirmed to be defective, damaged, or incorrectly supplied, we will work with you to provide an appropriate remedy in accordance with applicable law.
Unclaimed or Returned Packages
If a package is refused, unclaimed, or returned to us following unsuccessful delivery attempts, we will contact you where possible to determine whether the package should be reshipped.
Additional shipping costs may apply to a reshipment where the failure to deliver was caused by circumstances attributable to the customer.
Any refund will be handled in accordance with this policy and applicable consumer law.
Non-Returnable Items
Certain products may not be eligible for voluntary returns, including:
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Personalised or custom-made products;
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Products that are unsuitable for return for health or hygiene reasons once unsealed;
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Perishable products;
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Gift cards; and
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Clearance or final-sale products where clearly identified as non-returnable.
These exclusions do not affect any mandatory statutory consumer rights that cannot legally be excluded.
Before Filing a Payment Dispute
If you experience an issue with your order, including a delayed, damaged, defective, incorrect, or missing package, please contact us first at:
Our customer support team will review the issue and work with you toward an appropriate solution.
Refunds
Once a returned item has been received and inspected, we will notify you regarding the status of your refund.
If your refund is approved, the applicable amount will generally be returned to the original payment method.
Depending on your payment provider or bank, additional processing time may be required before the refund appears in your account.
Nothing in this policy limits any mandatory refund rights provided by applicable consumer protection law.
Contact Information
Mypookiewear
Email: contact@mypookiewear.com
Business Address:
Mypookiewear
5th Floor
167–169 Great Portland Street
London
England
W1W 5PF
United Kingdom