Refund policy

REFUND POLICY

Every Pouch Pups hoodie is a PREORDER. It ships within 2-4 weeks of purchase, plus 7-15 days in transit. Please read this policy before ordering.

CANCELLING YOUR ORDER
Within 7 days of ordering: email pouchpups@gmail.com with your order number and we will cancel and refund you in full, no questions asked.
After 7 days and before your order ships: your order has been allocated to its batch. We will still cancel, but a 25% processing fee is deducted from the refund.
Once your order has shipped: the order is final.

RETURNS
Hoodies are not eligible for return or refund for change of mind, buyer's remorse, fit, or the item not matching expectations. The hoodie is one size with a relaxed, oversized fit. There is no returns window after delivery.

DAMAGED OR DEFECTIVE ON ARRIVAL
If your hoodie arrives damaged or defective we will replace it. To be eligible you must:
1. Email pouchpups@gmail.com within 48 HOURS of delivery.
2. Provide a CONTINUOUS, UNEDITED VIDEO of the parcel being opened, beginning with the sealed package and shipping label clearly visible, and continuing without cuts until the hoodie is fully unpacked.
3. Provide clear photographs of the damage and of the outer packaging.
Claims without an unedited unboxing video that starts on the sealed package cannot be processed, as we are unable to verify whether damage occurred in transit or after delivery.

IF WE RUN LATE
If your order is going to ship later than 4 weeks after purchase, we will email you before that deadline with a revised date and the option to cancel for a full refund.

CHARGEBACKS
Please contact us before opening a dispute with your bank. Chargebacks filed without contacting us first will be disputed using order records, the disclosed preorder timeline, proof of shipment and proof of delivery.