Returns
If you wish to return your Pockies order for whatever reason, you can send us your unused items back within 14 days after the delivery date. We don’t cover the return costs of this return. In case we sent you the wrong item or a damaged item, we will definitely cover these return costs! If you want to return your order, fill in your details in our return portal and send the products you wish to return back to us. As soon as we receive your return we will make sure you will receive your money back or a replacing item.
If you wish to return multiple items from different orders, that is possible! You only need to submit one order through the return portal listed above. We would like to ask you to write down the remaining order numbers of the items, and add them to the returned package.
HOW TO MAKE A RETURN
FOR ORDERS PLACED IN THE EU
In most European countries, you can easily create return labels through our return portal. The fees for these labels are outlined below and will be subtracted from your refund. These fees match the initial shipping costs you paid.
Costs for return labels:
- Netherlands: €5.50
- Belgium: €6.00
- Germany: €6.00
- Austria: €6.00
- Denmark: €9.00
- France: €9.00
- Italy: €10.00
- Sweden: €10.00
- Spain: €10.00
For returns from other European countries, please initiate your return through our return portal and adhere to the provided guidelines. You will bear the costs for returns and exchanges. Make sure to send your return to the correct address and keep your shipment proof until we verify receipt of your return or exchange.
FOR ORDERS PLACED OUTSIDE THE EU
Please initiate your return through our return portal and comply with the provided instructions. All costs related to returns and exchanges are the responsibility of the customer, and we are unable to refund any taxes, duties, or additional charges incurred during the return or exchange process. Refunds will be issued in Euros, reflecting the amount originally paid.
Ensure that your return is sent to the correct address and retain your shipping proof until we have confirmed your return or exchange.
We are not liable for any items that are lost or damaged during transit. For a secure return, we recommend using a postal service that offers tracking and/or insurance options.
After we receive and process your return or exchange, we will send you a confirmation email. If you are returning an item, expect your refund to be processed within 3-5 business days. Depending on the payment method, the refund may take up to 14 days to appear. Refunds are credited back to the original payment method. Exchanges are dispatched from our warehouse within 1-2 working days after we process the returned items.
Return Address
MONTA MOLENAARSGRAAF
Attn. Returns Department
Polderweg Oost 19
2973 AN Molenaarsgraaf
The Netherlands
Faulty Items
Pockies will honor returns for defective items if they do not meet their expected lifespan and fall under our warranty policy. The applicability of the warranty depends on the product category and the cause of the defect. We will not accept returns for faulty items that are not covered by our warranty or if the product has been damaged through misuse. The intended use is determined by Pockies and will be assessed as reasonable.