REFUND POLICY

🔁 Refund and Return Policy

1. Customized Products – No Right of Return
All our products are made-to-order and personalized according to the customer’s selection. For this reason, we do not accept returns for reasons such as change of mind, errors in design or size selection, or any causes not attributable to product defects.

This policy complies with Article 103 of the Spanish General Law for the Defense of Consumers and Users, which excludes the right of withdrawal for goods made to the consumer's specifications.

2. 30-Day Guarantee for Damage or Defects
If your product arrives damaged or has a manufacturing defect, you have 30 calendar days from the date of receipt to request a return or replacement at no additional cost.

To do so, you must send visual proof (photos and/or videos) to our customer service email: pokepikaus@gmail.com. We will evaluate your case within a maximum of 5 business days.

3. Returns are not accepted in the following cases:

  • Damage caused by the customer (misuse, improper washing, etc.)

  • Subjective dissatisfaction with the chosen design

  • Incorrect size selected by the customer

  • Discounted or limited-edition items

4. Return Process (if applicable)
If your return is approved, we will provide a return label and instructions for shipping. Refunds will be processed within 5 to 10 business days after we receive the returned product.

5. Address Changes
If the customer provides an incorrect address and the package cannot be delivered, no refund will be issued unless the product is returned to our warehouse in perfect condition. It is the customer's responsibility to ensure shipping details are accurate.

6. Contact
For any questions, claims, or warranty requests, feel free to contact us at:
📧 pokepikaus@gmail.com

 

🎄 Holiday Season Orders (Christmas, New Year & Epiphany)
Due to the high volume of orders during the holiday season and the fact that shipping carriers do not operate normally on public holidays (including Christmas, New Year’s Day, and Epiphany), delays may occur that are completely beyond our control.

For this reason, returns or refund requests will not be accepted solely because an order did not arrive before a specific holiday, as long as the order was placed within the standard delivery timeframe shown on our website.

Once your order has been processed and shipped, it is handed over to the courier service, and at that point, we cannot cancel, halt, or accelerate the delivery, since the package is already in transit to the address provided by the customer.

✨ That said, rest assured: if you ordered it with love, we’re confident it will bring a smile to their face no matter what day it arrives. Every product is prepared with care, attention, and our best effort to deliver a meaningful experience.

Thank you for choosing Poke Lover .