Refund policy

We hope you will love your Pokeboo boots. This policy explains our voluntary 30-day returns service and your statutory rights. Your legal rights are not affected.

Contacting us

To request a return, cancellation, exchange or help with a faulty item, email hello@pokeboo.uk. Please include your order number and a brief explanation. We will provide the correct return address and instructions. Do not send products to the manufacturer.

Changing your mind: online cancellation rights

If you are a UK consumer buying online, you may cancel all or part of your order without giving a reason. Tell us clearly that you wish to cancel within 14 days beginning the day after you, or a person nominated by you, receives the goods. If one order is delivered in separate instalments, the period begins the day after the last item is received.

The boots must be returned as brand new, unworn outdoors, clean, undamaged, with tags attached and, where reasonably possible, in their original packaging. Please try boots on indoors on a clean surface.

After telling us, return the goods without undue delay and no later than 14 days after the day you notified us. You may use the model wording below, but you do not have to use a particular form:

 

Our additional 30-day returns promise

In addition to the statutory 14-day cancellation period, we offer a voluntary return for eligible goods when you notify us within 30 days of receiving them. For this additional period, the boots must be returned as brand new, unworn outdoors, clean, undamaged, with tags attached and, where reasonably possible, in their original packaging. Please try boots on indoors on a clean surface.

Condition of returned goods

You may inspect goods as you reasonably would in a shop. We may reduce a cancellation refund to reflect loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Outdoor wear, dirt, creasing, odour, damage, removed tags or materially damaged packaging may reduce value. These conditions do not limit rights relating to faulty or misdescribed goods.

Return costs

·        Change of mind or voluntary return: you are responsible for the direct cost of returning the item. We recommend a tracked service and proof of postage.

·        Faulty, damaged, incorrect or misdescribed goods: contact us first. Where the law requires it, we will provide a reasonable return method or reimburse reasonable return costs.

·        Until we receive a change-of-mind return, it remains your responsibility. This does not remove any rights you have against the carrier.

Refunds

For a valid cancellation, we will refund the price paid. Any additional amount paid for expedited or premium delivery is not refundable beyond the standard-delivery amount.

We will refund without undue delay and no later than 14 days after we receive the goods back or, if earlier, 14 days after you provide evidence that you sent them. We may withhold the refund until then. Refunds are made to the original payment method unless you expressly agree otherwise. Your bank or payment provider may take additional time to display the credit.

Exchanges

For a size exchange, email hello@pokeboo.uk. Boots must be returned brand new, unworn outdoors, clean, undamaged and with tags attached. You pay the return postage. For UK exchanges, we currently do not charge to send the replacement pair. Exchanges depend on stock availability; if the requested size is unavailable, we will discuss alternatives or a refund where applicable.

Faulty, damaged or misdescribed goods

Goods must be as described, of satisfactory quality and fit for purpose. If there is a problem, contact us promptly with your order number and, where useful, photographs. UK consumers may have a short-term right to reject faulty goods within 30 days, followed by rights to repair or replacement and, in appropriate circumstances, a price reduction or final rejection. Different evidential rules can apply after six months. Normal wear and tear, accidental damage, misuse and damage contrary to care instructions are not manufacturing faults. Nothing in this policy excludes statutory rights.

Orders returned by the carrier or not collected

If an order is returned because an address was incomplete or incorrect, delivery was refused, or the parcel was not collected, contact us. We may deduct reasonable additional delivery costs where permitted, but we will not charge amounts prohibited by consumer law.

Business purchases

The statutory consumer cancellation rights above do not apply to purchases made wholly or mainly for business purposes. Agreed trade terms take priority. Contact us before returning a business order.