Refund & Return Policy

1. Refund, Returns and Exchanges

If you would like to request a return, exchange, or refund, please contact us within 7 days of receiving your order (as confirmed by tracking information). You can reach us by:

• Email: support@pokkii.com
• Online Chat available on our website
• Or through the Contact Us page on our website.
  

Please note that requests made after this 7-day period may not be eligible for processing.

2. Packaging and Shipping

While we carefully package all orders to ensure safe delivery, international shipping may occasionally cause minor wear or damage to the outer box. This is due to handling during transit and is beyond our control.

3. Incorrect, Damaged, or Missing Items

If you receive an incorrect, damaged, or incomplete order, please contact our customer service via email with the following details:

• Your order number
  
• An unedited unboxing video showing the full unpacking process
  
• Clear photos of any damaged items

To maintain the integrity of blind boxes, we accept returns only for defective or damaged items. We do not accept returns for change of mind or if the item does not match your personal preference.

4. Conditions for Returns

Returns are accepted only for defective or damaged items. After reviewing your photos, if your case meets our criteria, we will arrange a replacement (subject to availability). If a replacement is not possible, a refund will be issued. Please contact us using the email associated with your order for security purposes.

To be eligible, items must be returned within 7 days of delivery in their original condition — unused, with tags attached, and in the original packaging. Returns not meeting these conditions may be rejected.

5. Return Shipping Fees

We cover return shipping costs only for items sent incorrectly. For all other returns or exchanges, shipping fees must be borne by the customer.

6. How to Return an Item

To initiate a return, please contact us at support@pokkii.com. Unauthorized returns will not be accepted.

If your request qualifies under our policy, we will email you detailed return instructions and the return address. Once shipped, please provide the tracking number. To speed up processing, kindly include a note inside the package with your order number and the name used at checkout.

7. Undelivered Packages

We are not responsible for packages undeliverable due to incorrect address details provided by the customer. Refunds or reshipments cannot be issued in such cases. Please double-check your shipping information before placing orders.

If your tracking shows “delivered” but you have not received the package, please check your property (front/back doors, mailbox, drop-off spots) and with neighbors. If still missing after 24 hours, contact your local carrier with the tracking number. You may also visit your local post office or request a Missing Mail Search.

If the package was stolen after delivery, this is the responsibility of the local carrier. Please contact them directly. We will assist as much as possible if needed.

If after these steps you cannot locate your package, please contact us. We may ask you to obtain proof from the carrier that the package was not received or a confirmation email stating non-delivery. This documentation is required to process refunds or reshipments.

8. Refund Processing

We will notify you upon receipt and inspection of your return and inform you whether your refund is approved. If approved, the refund will be issued automatically to your original payment method. Please note that your payment provider may require additional time to process the refund. For questions about refund timing, please contact your bank.

9. Order Modifications & Cancellations

Please contact us within 24 hours if you wish to modify or cancel your order. Requests received after this time or for orders already shipped cannot be processed.

10. Privacy and Data Protection

Please rest assured that any personal information collected during the return or refund process will be handled securely and used solely for processing your request. We are committed to protecting your privacy in accordance with applicable data protection laws.

11. More Questions? 

For more information or common questions, please visit our FAQs page on our website. This resource may help resolve your queries quickly.