Refund policy

Returns Policy – PocketSupply

We offer a 30-day returns policy. This means you have 30 days from the date you receive your order to request a return.

Eligibility for Returns

To be eligible for a return, your item must:

  • Be unused and in the same condition you received it
  • Be in its original packaging
  • Include proof of purchase (order number or receipt)

To request a return, contact us at support@pocketsupply.co.uk.
Returns must be approved before being sent back. Items returned without prior approval will not be accepted.

Return address:
PocketSupply
Unit 5, Bentalls Business Park
Bentalls
Basildon, Essex
SS14 3BN
United Kingdom

Personalised Items (Important)

Personalised or engraved products are non-returnable and non-refundable, unless:

  • The item is faulty
  • The engraving does not match the approved order details

This aligns with UK consumer law, as personalised goods are exempt from standard cancellation rights.

Faulty, Damaged, or Incorrect Items

Please inspect your order upon arrival.

If your item is faulty, damaged, or incorrect, contact us within 48 hours of delivery with:

  • Your order number
  • Clear photos of the issue

We’ll resolve this quickly, including offering a replacement or refund where appropriate.

Your Right to Cancel (UK & EU Orders)

For non-personalised items, you have the right to cancel your order within 14 days of receiving it, for any reason.

You then have a further 14 days to return the item once cancellation is confirmed.

Items must be returned:

  • Unused
  • In original packaging
  • In resellable condition

Return shipping costs are the responsibility of the customer unless the item is faulty.

Non-Returnable Items

We do not accept returns for:

  • Personalised or engraved products (unless faulty)
  • Sale items
  • Gift cards

Exchanges

We do not offer direct exchanges.

If you would like a different item, please:

  1. Return your original item (if eligible)
  2. Place a new order

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method within 5–10 business days
  • Your bank or card provider may take additional time to process the refund

If more than 15 business days have passed since approval, please contact us at support@pocketsupply.co.uk.