Refund policy

Returns & Refunds Policy

We want you to be happy with your purchase from Pockey Gadgets. This Returns & Refunds Policy explains how returns, cancellations, refunds, and faulty product claims are handled.

This policy does not affect your statutory rights under UK consumer law.

1. Change of Mind Returns

If you buy from us online, you have the right to cancel your order within 14 days of receiving your item, without giving a reason.

After you tell us you want to cancel, you then have another 14 days to return the item to us.

To request a return, please contact us at:

Email: support@pockeygadgets.co.uk

Please include your order number, name, contact details, and reason for return if you wish to provide one.

2. Return Eligibility

To return an item because you have changed your mind, the item should be:

Unused
In its original packaging where possible
In a resellable condition
Returned with all accessories, manuals, cables, and any free gifts included with the order

You may inspect the item as you would in a shop, but please do not use it beyond what is necessary to check its nature, features, and condition.

If an item is returned used, damaged, missing parts, or not in resellable condition, we may reduce the refund amount to reflect the loss in value.

3. Items That Cannot Be Returned for Change of Mind

For hygiene and safety reasons, certain items cannot be returned once opened or used, unless they are faulty.

This may include:

Opened earphones or headphones
Personal care or hygiene-related products
Items with broken hygiene seals
Products that have been used, damaged, or altered after delivery

This does not affect your rights if the item is faulty, damaged, or not as described.

4. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible at:

Email: support@pockeygadgets.co.uk

Please include:

Your order number
A clear description of the issue
Photos or video showing the fault, damage, or incorrect item
Packaging photos if the parcel arrived damaged

An unboxing video is helpful, but it is not mandatory for valid faulty or damaged item claims.

Where the item is confirmed to be faulty, damaged, incorrect, or not as described, we will offer an appropriate solution, such as a replacement, repair, or refund, in line with UK consumer law.

5. Refund Processing

Once your return is received and inspected, we will notify you about the refund status.

Approved refunds will be issued to the original payment method.

Refunds are normally processed within 14 days of receiving the returned item or receiving proof that the item has been sent back, whichever is earlier.

Your bank or payment provider may take additional time to show the refund in your account.

6. Return Shipping Costs

For change-of-mind returns, the customer is responsible for return shipping costs unless we agree otherwise.

For faulty, damaged, incorrect, or not-as-described items, we will provide a suitable return solution and cover reasonable return costs where required by law.

We recommend using a tracked delivery service when returning items, as we cannot be responsible for returned parcels lost in transit.