Refund and Returns Policy
Thank you for shopping at Pockets & Prints. We hope you are delighted with your purchase. However, if you are not completely satisfied, we’re here to help.
Order a Sample First
We strongly recommend purchasing a sample item before placing a larger order. This allows you to verify colour, texture, and compatibility with your project, helping you avoid returns and ensure complete satisfaction.
Return Eligibility
Eligible Items
To be eligible for a return, items must be:
- In resalable condition (unopened, unused, and in original packaging)
- Returned within 14 days of receipt
Non-Returnable Items
The following items cannot be returned or refunded:
- Customized or made-to-order items
- Clearance items
How to Initiate a Return
All returns require prior authorization. Returns without a Return Merchandise Authorization (RMA) number will not be accepted.
- Request an RMA number by emailing [email protected]. Include your order number and reason for return.
- Pack the item securely in the original packaging, if possible.
- Include your RMA number and order number inside the package.
- Ship to the address provided with your RMA confirmation.
Return Shipping
Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method, as we cannot be held responsible for items lost in return transit.
Restocking Fee
All returns are subject to a 20% restocking fee, which will be deducted from your refund. This fee helps cover the costs of processing and restocking returned items.
Refunds
Once we receive and inspect your return, we will process your refund to the original payment method, minus the applicable restocking fee. Please allow 5-10 business days for the refund to appear in your account, depending on your financial institution.
Please note: We offer refunds only. Exchanges are not available.
Damaged or Defective Items
If you receive a damaged or defective item, or if you received the wrong item, please contact us within 48 hours of delivery. Include photos of the damage or issue along with your order number. We will work with you to resolve the issue promptly.
Shipping Issues
Lost Packages
If your tracking information shows no delivery confirmation and your package appears to be lost in transit, please contact us. We will file a claim with the carrier and work with you to arrange a resolution once the investigation is complete.
Package Shows Delivered But Not Received
If tracking shows your package as delivered but you have not received it, please first check with neighbours, building management, or other household members. If you still cannot locate the package, contact us within 7 days of the delivery date. We will work with the carrier to investigate.
Visibly Damaged Shipments
If your package arrives with visible damage to the outer packaging, please document it with photos before opening. If the contents are also damaged, contact us within 48 hours with photos of both the packaging and product damage.
Contact Us
If you have any questions about our return policy, please contact us:
- Returns & RMA requests: [email protected]
- General inquiries: [email protected]
Last Updated: December 2025
Thank you for choosing Pockets & Prints. We appreciate your business and strive to provide excellent customer service.