Return & Refund Policy

Returns & Refund Policy

AtΒ Poctek, we are committed to your satisfaction. We want you to love your phone case, and if for any reason you don't, we are here to help.

1. Eligibility for Returns & Refunds

To be eligible for a return, your item must meet the following conditions:

  • Timeframe: The return request must be initiated within 30 days of the delivery date. After this period, we unfortunately cannot offer a refund or exchange.
  • Condition of Item: The phone case/accessory must be unused, undamaged, and in the same condition that you received it.
  • Original Packaging: The item must be returned in its original packaging with all tags and labels still attached.
  • Proof of Purchase: You must have a receipt or proof of purchase, such as your order number.

Non-Returnable Items: The following items are not eligible for a return or refund:

  • Items that show visible signs of wear or use.
  • Damaged items not due to our error.
  • Items returned without all original packaging and accessories.
  • Gift cards.

2. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Us: Email our customer support team at support@poctek.comΒ with your order number and the reason for your return. Please include photos of the item if it is damaged or defective.
  2. Await Approval: Our team will review your request and, if approved, will provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions.
  3. Package Your Item: Securely package the item in its original packaging.
  4. Ship the Return: You are responsible for shipping the item back to the address provided in our return instructions. We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Please do not send your item back without first receiving an RMA number and return instructions.

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3. Return Shipping Fees

  • For Damaged or Defective Items: If you are returning an item due to our error (e.g., a defective product, wrong item sent), we will provide a prepaid return shipping label and cover all return shipping costs.
  • For "Change of Mind" Returns: If you are returning an item because you simply changed your mind or ordered the wrong product, you will be responsible for the return shipping costs. These shipping costs are non-refundable.

4. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • If Approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
  • If Rejected: If your return is rejected because the item does not meet the eligibility conditions, we will contact you to discuss options, such as shipping the item back to you at your expense.

Late or Missing Refunds (if applicable): If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you have done all of this and you still have not received your refund, please contact us at support@poctek.com.

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5. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a damaged or defective item for the same product, please contact us at support@poctek.com.

If you wish to exchange an item for a different one (e.g., a different design), you will need to follow the return process for the original item and place a new order for the desired product.