Returns & Refund Policy

Last Updated: 10th October 2025

Introduction

We hope that you are delighted with your order from us. However, we
understand that you may occasionally wish to return an item/s if you
change your mind, if you find an item which is not as you expect, or if an
item is faulty. We will be happy to issue a refund subject to the conditions
listed below. We aim to keep the process as simple as possible. These
terms do not affect your statutory rights.

All items must be unused and returned to us in a pristine,
resalable condition, with the original packaging, within 28 days.
Depending on the reason for the return, the amount of refund are listed
below.

We charge a fee of £2.95 to cover returns costs.

If you wish to start a return please email us at returns@poo-chpouch.co.uk, within 14 days of receiving you order, with your order number (found on the picking note that was sent with your order), the exact item/s you wish to return and the reason/s why you want to return the item/s. Please also confirm whether you would like to receive a printable label at home or a QR code to take to the post office for them to print your label. We will email you a returns note confirming the information you have provided along with either a printable returns postage label or a QR code.

Please print the returns note and return it inside the parcel. Then afix the postage label you have printed at home and take the parcel to the post office to post, retaining the proof of postage until the return is complete. If you chose to receive a QR code. Please enclose the return note in your parcel and take it to the post office along with the QR code and the post office will print the label for you.

Please ensure your parcel is secure and well packed (we would suggest you use our original packaging if you can, remembering to remove the original label).

The postage label and QR code we email you is pre-paid, you should not have to pay anything when you post the package back to us. When you drop the package off at a post office it will be scanned which will trigger our automated tracking.

Once the package is received at Poo-ch Pouch we will check that the goods are in a resaleable condition and unused. We will then refund your original card with the original price of the goods and the original postage cost less our returns charge of £2.95. Please note if you only send part of your original order back we will not refund your original postage cost.

Changing Your Mind

All items must be unused and returned to us in a pristine,
resalable condition, with the original packaging, and the returns note (which
we will email you as part of the returns process). Please inform us within 14 days by contacting us at returns@poo-chpouch.co.uk confirming which items you wish to return. Please return the goods to us within 28 days.

Returns Address

The Warehouse
Seren y Bore
Rhos
Llandysul
Carmarthenshire
SA44 5HD

Please retain proof of postage.

Once the item/s have been received back into our warehouse and processed
(which can take up to 3 days), our team will process the appropriate refund to your
original method of payment less the £2.95 returns charge. You will receive an email to confirm your refund has been processed. Please note that it can take 2 – 5 working days for funds to appear back in your account, depending on your bank.

Returning a faulty item

If your item/s is delivered faulty and you wish to return it, please contact us at
returns@poo-chpouch.co.uk , within 7 days of delivery with a picture of the faulty
item along with your order number (found on the piocking note in the original
delivery). We will email you an on-line postage label (which you will need to
print) to use to return the item/s. The appropriate refunds will be issued in full including your original postage(timescales as above). We will not deduct a returns fee.

Damaged Parcels

If you have received a damaged parcel, which has resulted in damage to
some or all of the contents, please let us know within 5 days by emailing us at
info@poo-chpouch.co.uk, with a photo of both the damaged parcel and the
damaged item/s.

We will provide you with a pre-paid return postage label
(which you will need to print) and will refund you via your original payment
method for the damaged item/s and the postage once the damaged good are
received and processed by us.
Once the item/s have been received back into our warehouse and processed
(which can take up to 3 working days), you will receive an email to confirm
your refund has been processed. Please note that it can take 2 – 5 working
days for funds to appear back in your account, depending on your bank.

Wrong Item/s

In very rare cases customers can receive the wrong item and we are very
sorry if this has happened to you. We will happily replace or refund your item
and pay for the return postage of the original Poo-ch Pouch as long as the product is unused and in a resalable condition. Please contact us via
email at info@poo-chpouch.co.uk, with a photo of the item and confirm
whether you wish to have a refund or replacement once the original Poo-ch Pouch is received back by us.

We will e-mail you a pre-paid return postage label (which you will have to
print) and will refund you via your original payment method once the goods
are received by us. Once we have received the incorrect item back, we will
either issue a refund or post the correct item, depending on the choice you
make.

In the case of a refund, once the item/s have been received back into our
warehouse and processed (which can take up to 3 working days), you will
receive an email to confirm your refund has been processed. Please note that
it can take 2 – 5 working days for funds to appear back in your account,
depending on your bank.