Refund policy

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@pokelabs.com . Please note that returns will need to be sent to the following address indicated by email.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@pokelabs.com 


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds

Shipping Policy

Thank you for shopping with us. We strive to process and ship all orders as quickly as possible to ensure you receive your items in a timely manner.

  1. Processing Time

    • Orders are processed within up to 3 business days from the time payment is confirmed.
    • Processing times may vary during peak seasons or due to unforeseen circumstances.

  2. Shipping Time

    • Once your order has been shipped, delivery typically takes up to 14 business days, depending on your location and the shipping method selected.
    • You will receive a shipping confirmation email with a tracking number once your order has been dispatched.

  3. Delivery and Claims

    • We consider an order delivered once it reaches the specified delivery address.
    • No claims or requests for refunds, replacements, or adjustments will be processed before the full delivery period (processing + shipping + 14 days) has elapsed.
    • If your order does not arrive within the expected timeframe, please wait until the full period has passed before contacting us. We will do our best to resolve any issues promptly.

  4. International Orders

    • For international shipments, please note that customs and import regulations may apply. We are not responsible for any delays, customs fees, or taxes imposed by your country.

  5. Tracking and Updates

    • You can track your order using the provided tracking number on the carrier’s website.
    • If you have any questions about your order, feel free to reach out to our customer support team.

 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@pokelabs.com.