Pococo Return & Refund Policy

We are committed to resolving any order issues fairly and efficiently. For the fastest assistance, we strongly encourage you to first contact our customer support team at support@pococo.com to discuss a solution before initiating any return or payment dispute.

1. Order Cancellation

We understand that plans change, and you may need to cancel your order.

  • Before Shipping: If you wish to cancel your order, please contact us as soon as possible. Orders that have not yet been shipped can be cancelled and refunded in full.
  • After Shipping: Once an order has shipped, we are unable to cancel it. However, you may be eligible for a return.

How to Cancel an Order

To cancel an order, please email our customer service team at support@pococo.com with your order number and a cancellation request.
Alternatively, you can contact us through our online chat support.

Processing

Once your cancellation request is approved, you will receive a confirmation email, and your refund will be processed within 3-5 business days, depending on your bank or payment provider.

2. Return

All products purchased directly from pococo.com are covered by a 2-year limited warranty from the date of purchase.

2.1 Quality-Related Returns (Applicable Warranty)

Items with a genuine quality issue may be returned within 30 days for a refund or exchange.

  • Required Steps: You must contact us before returning any item. Email the following to support@pococo.com:
    1. Order number (#XXXXX)
    2. Clear photos/videos demonstrating the defect
    3. Brief description of the issue
  • Resolution: We will review and propose a solution per our warranty policy, which may include replacement or refund. Replacement items inherit the original product's remaining warranty.

Note: Warranty claims for items bought through authorized retailers (e.g., Amazon, AliExpress) must be directed to that retailer, as their policies govern post-sale service.

2.2 Non-Quality-Related Returns

Returns for personal preference, incorrect order, duplicate purchase, or change of mind are subject to the following:

  • The customer is responsible for all return shipping costs.
  • Returns must be authorized in advance (see step above).
  • The item must be unused, in original packaging with all accessories.

2.3 Non-Returnable Items

We cannot accept returns for:

  • Items not in new condition (used, damaged, missing parts/box).
  • Damage due to accident or misuse.
  • Sale items, gift cards, free products, or purchases from unauthorized sellers.

3. Refund Process

3.1 Standard Refunds

Once we receive and inspect your authorized return, we will notify you of its status. Approved refunds are processed to your original payment method within 3-5 business days.

3.2 If Your Refund Is Delayed

If the refund doesn't appear after 5 business days:

  1. Check your bank/credit card statement again.
  2. Contact your payment provider, as posting times vary.
  3. If unresolved, contact us at support@pococo.com for assistance.

4. Warranty Details (What’s Not Covered)

The 2-year warranty does not cover:

  • Lack of proof of purchase, lost/stolen items, or expired warranty.
  • Free products or items from unauthorized sellers.
  • Damage from accidents, misuse, third-party repairs, or external causes (e.g., drops, liquids, extreme temperatures).

5. General Policy Terms

Pococo reserves the right to make final determinations based on order details, evidence, and carrier data. Our goal is to ensure fair outcomes for all customers within a sustainable service framework. This policy applies solely to purchases made on pococo.com.