Refund policy

You have 15 days from the date you receive your order to request a return.

Eligibility:
Items must be unworn, unused, with original tags and packaging, and accompanied by a receipt or proof of purchase.

Unboxing Video:
Please record an unboxing video when you receive your order. This video helps us verify the condition of the product and packaging, especially for claims related to damages, wrong items, or size issues.

How to Return:
Contact us at support@pookieee.com to initiate your return. Once approved, we’ll provide a prepaid return shipping label and instructions. Returns sent without prior approval or without the unboxing video will not be accepted.

Returns Due to Size or Change of Mind:
If you want to return your order because of wrong size, fit issues, or change of mind, please make sure the item is unused, with tags and original packaging. Follow the return process above and provide the unboxing video for smooth processing.

Damages & Issues:
Inspect your order upon arrival and report any defects, damages, or wrong items immediately.

Non-Returnable Items:
Perishable goods, custom/personalized products, personal care items, hazardous materials, sale items, and gift cards cannot be returned.

Exchanges:
Return your item first, then place a new order for the desired product.

European Union Customers:
You have a 14-day cooling-off period to cancel or return your order for any reason, following the same return conditions.

Refunds:
Once we receive and inspect your return, you’ll be notified about refund approval. Approved refunds will be processed to your original payment method within 10 business days. Processing time by your bank may vary.

If you haven’t received your refund after 15 business days, please contact support@pookieee.com.

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