Refund policy

At Pocha Pets Boutique, customer satisfaction is our top priority. We want you and your pets to be completely happy with your purchase. If you are not satisfied with an item, our straightforward 30-day return policy provides a clear and fair process for returns and refunds.

1. 30-Day Return Window

You have 30 calendar days from the date your package is delivered to request a return. Return requests submitted after 30 days from delivery cannot be accepted.

2. Return Eligibility and Conditions

To be eligible for a return, merchandise must meet the following criteria:

  • Items must be unused, unworn, unwashed, and in original resalable condition.
  • Items must be returned in their original packaging with all original labels and tags attached.
  • A valid order number or proof of purchase must be provided with your request.

3. Non-Returnable Items

For safety and hygiene reasons, certain items cannot be returned unless they arrive damaged or defective:

  • Gift cards and clearance or final sale items.
  • Pet accessories or items that show clear signs of use, dirt, or pet hair after delivery.

4. Return Shipping Costs and Restocking Fees

Return shipping responsibilities depend on the reason for the return:

  • Damaged, Defective, or Incorrect Items: If you receive a damaged, defective, or wrong item, Pocha Pets Boutique covers 100 percent of the return shipping costs. We will provide a prepaid return shipping label at zero cost to you.
  • Customer Remorse or Change of Mind: If you are returning an item due to a change of mind, personal preference, or ordering the wrong size, the customer is responsible for the actual return shipping costs.
  • Restocking Fees: We charge no restocking fees ($0.00) on eligible returns.

5. Step-by-Step Return Process

To initiate a return, please follow these steps:

  1. Contact our support team by email at support@pochapetsboutique.com or call us at (708) 378-7003 within 30 days of receiving your order.
  2. Provide your order number, item details, and the reason for the return. Include photos if the item is damaged or defective.
  3. Once authorized, our support team will send you clear return instructions and the return destination address.
  4. Pack the item securely in its original packaging and ship it back according to the instructions provided.

Please do not send items back without contacting us first, as unauthorized returns cannot be processed.

6. Damaged, Defective, or Incorrect Deliveries

Please inspect your shipment upon arrival. If your package arrives broken, defective, or contains an incorrect item, contact us within 48 hours of delivery. Please provide clear photos of the issue and your order number so we can arrange an immediate free replacement or a full refund.

7. Refund Processing and Timeline

Once your returned item arrives at our facility, our team will inspect it within 1 to 2 business days.

  • Approval Notification: We will send you an email confirming whether your return has been approved or rejected based on item condition.
  • Refund Issuance: Approved refunds will be automatically credited back to your original payment method within 3 to 5 business days.
  • Bank Processing: Please allow an additional 3 to 7 business days for your bank or card issuer to post the refund to your account statement.

8. Exchanges

We do not process direct item exchanges. The fastest way to get the size or style you want is to initiate a return for your current item and place a new order on our website once the return is approved.

9. Order Cancellations

Orders enter processing quickly after placement. If you need to cancel or modify an order, please contact us immediately before 3:00 PM CST on the same business day. Once an order has entered fulfillment or shipped, it cannot be canceled; however, you may return the package after delivery in accordance with this policy. You can track your shipment progress anytime on our Order Tracking page.

10. Customer Support and Return Address

If you have any questions about our return policy or need assistance with a return, please reach out to us or visit our Contact Us page.

Store Name: Pocha Pets Boutique
Return Address: 6931 W Roosevelt Rd, Berwyn, IL 60402, United States
Phone: (708) 378-7003
Email: support@pochapetsboutique.com

Business Hours:

  • Monday-Saturday: 10:00 AM – 06:00 PM Central Time (CT)
  • Sunday: Closed

Thank you for shopping at Pocha Pets Boutique.