REFUND & RETURN POLICY

At Pocha Pets Boutique, your satisfaction is our priority. We want you and your furry companion to love every purchase. If you're not completely satisfied with your order, we're here to help.

This Refund & Return Policy explains how returns, refunds, exchanges, and order cancellations are handled for purchases made through our website.

1. 30-Day Return Policy

We accept returns within 30 calendar days from the date your order is delivered.

  • To be eligible for a return, your item must:
  • Be unused, unworn, and in its original condition.
  • Include all original tags, packaging, and accessories.
  • Be free from stains, odors, pet hair, damage, or any signs of use.
  • Be accompanied by proof of purchase or your order confirmation.

2. Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

  • Gift cards.
  • Items marked as Final Sale.
  • Personalized or custom-made products.
  • Products that have been used, washed, or altered after delivery.

3. How to Request a Return

Before returning an item, please contact our customer support team.

Please include the following information:

  • Your order number.
  • The reason for your return request.
  • Photos of the item if it arrived damaged, defective, or incorrect.

Once your request has been reviewed and approved, we'll provide detailed return instructions.

4. Refund Process

After we receive and inspect your returned item, we'll notify you of the outcome.

If your refund is approved, it will be issued to your original payment method.

Please allow approximately 5–10 business days for your bank or payment provider to process the refund.

Original shipping charges are generally non-refundable unless the return is the result of our error, a damaged product, or an incorrect item shipped by us.

5. Exchanges

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

We'll gladly arrange a replacement or exchange whenever appropriate.

If eligible, customers may also contact us to arrange an in-store return or exchange during our regular business hours.

6. Return Shipping

Customers are generally responsible for return shipping costs unless:

  • We shipped the wrong item.
  • The product arrived damaged or defective.
  • The return is required due to an error on our part.
  • For your protection, we recommend using a trackable shipping service when returning items. We cannot guarantee receipt of packages lost during return transit.

7. Order Cancellations

Orders may be cancelled before they have been processed for shipment.

Once an order has been processed or shipped, it can no longer be cancelled and must follow the standard return process described in this policy.

8. Contact Information

If you have any questions regarding returns, refunds, exchanges, or your order, our customer support team is always happy to assist you.

Pocha Pets Boutique
Operated by POCHA SHOP ARTESANAL, LLC

6931 Roosevelt Rd
Berwyn, IL 60402
United States

Phone: +1 (708) 378-7003
Email: support@pochapetsboutique.com

Business Hours

  • Monday – Saturday: 9:00 AM – 8:00 PM (CT)
  • Sunday: 10:00 AM – 6:00 PM (CT)