Refund & Returns Policy

Effective Date: 13th December 2024

At Pocket Wellness Rollers, your satisfaction is our priority. If you are not entirely happy with your purchase, we are here to help. This policy outlines our process, conditions, and timeframes for returns and refunds to ensure a transparent and fair experience for all customers.

1. Conditions for Returns

We accept returns under the following conditions:

  • Eligibility: Items must be unused, unopened, and in their original packaging.
  • Timeframe: Returns must be initiated within 30 days of receiving your order.
  • Proof of Purchase: A valid receipt or order confirmation must be provided.

2. Non-Returnable Items

We cannot accept returns for:

  • Products that have been opened, used, or damaged by the customer.
  • Products purchased as part of a final sale or clearance event.
  • Gift cards or promotional items.

3. How to Initiate a Return

To start the return process, follow these steps:

  1. Contact Us:
    Email us at [email protected] with the following details:
    • Order number
    • Product(s) you wish to return
    • Reason for the return
    • Photos (if the item is damaged or defective)
  2. Receive Instructions:
    Our customer support team will respond within 2 business days with further instructions and a return address.
  3. Ship the Product:
    • Ensure the item is securely packaged to avoid damage during transit.
    • Use a trackable shipping service to ensure safe delivery.
    • You are responsible for return shipping costs unless the item is defective or we made an error.

4. Refund Process

4.1 Refund Eligibility

Once your returned item is received and inspected, we will notify you via email about the status of your refund.

  • Approved Refunds:
    • Refunds will be issued to your original payment method within 5-7 business days.
    • If the original payment method is unavailable, store credit may be issued.
  • Declined Refunds:
    • If the returned item does not meet our conditions, it will not be refunded.
    • We may return the item to you at your expense.

5. Refunds for Damaged or Defective Products

If your product arrives damaged or defective:

  1. Contact Us:
    Email us within 7 days of receiving the order at [email protected] with:
    • Photos of the damage or defect
    • Your order number
  2. Resolution Options:
    • We will offer a replacement at no additional cost.
    • Alternatively, you may choose a full refund, including return shipping costs.

6. Fees and Costs

  • Return Shipping Costs: Customers are responsible for return shipping unless the product is defective or the wrong item was sent.
  • Restocking Fee: We do not charge any restocking fees.
  • Refund Processing Fees: None—refunds are issued in full for eligible returns.

7. Exchange Policy

We currently do not offer direct exchanges. If you wish to exchange an item, please return the original product and place a new order.

8. Lost or Stolen Returns

We are not responsible for items lost or damaged in transit during the return process. Please use a trackable shipping method and consider purchasing shipping insurance.

9. Contact Information

If you have any questions or need assistance with a return, feel free to contact us:

We aim to make your shopping experience as smooth as possible and appreciate your understanding of our refund and returns process. Thank you for choosing Pocket Wellness Rollers!