Refund policy
1) Return Window
You have 7 days from the delivery date to request a return.
2) Eligibility
To be eligible for a return, items must be:
- In the same condition received
- Unused and in the original packaging
- Returned with all accessories and components originally included
- Accompanied by a receipt or proof of purchase
Custom, personalized, or engraved items are final sale and are not eligible for return or refund unless they arrive damaged, defective, or incorrect.
3) Starting a Return
To initiate a return, please email support@pouchcraft.com within 7 days of delivery and include:
- Order number
- Reason for return
- Photos (if the item is damaged, defective, or incorrect)
If approved, we will provide return instructions and a return shipping label where applicable.
4) Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival and contact us within 7 days if the item is damaged, defective, or incorrect.
If the issue is confirmed, we will replace the item or issue a full refund, including return shipping.
5) Non-Returnable Items
The following items are not eligible for return:
- Custom, personalized, or engraved products (unless damaged, defective, or incorrect)
- Gift cards
- Final-sale or clearance items marked as such
If you are unsure whether your item qualifies for return, please contact support@pouchcraft.com.
6) Exchanges
For the fastest exchange, we recommend submitting a return request and placing a new order for the item you would like instead. Approved returns will be processed according to the refund policy below.
7) Shipping Costs
- For returns due to change of mind, the cost of return shipping may be deducted from your refund.
- For damaged, defective, or incorrect items, PouchCraft will cover return shipping.
Original shipping charges (if any) are non-refundable.
8) Refunds
Once we receive and inspect the returned item, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days. Your bank or credit card provider may require additional time to process and post the credit.
If 15 business days have passed since your refund was approved and you have not received it, please contact support@pouchcraft.com.
9) EU Customers – 14-Day Cooling-Off Period (if applicable)
If your order ships to the European Union, you may cancel or return your order within 14 days of delivery for any reason as required by law.
Items must be unused, in original packaging, and accompanied by proof of purchase. Custom, personalized, or engraved items may be excluded from this right where permitted by law.
10) Agreement to Policy
By placing an order with PouchCraft, you agree to the terms outlined in this Returns & Refund Policy.