Refund policy

We operate a 30 day returns policy with product specific conditions depending on size and value.

1. Pocket Café (and any future Large / Heavy Product Items)

  • 14 day return window from delivery
  • Customer must request return within 14 days
  • Item must be unused, undamaged, and in original packaging
  • Customer is responsible for UK return shipping due to size and weight
  • Refund issued after inspection at our warehouse
  • Original shipping cost is non refundable

Faulty or damaged items

  • We cover return shipping or replacement
  • Full refund or replacement after inspection 

2. Role Play Kitchen & Matcha Set

  • 14 to 30 day returns window
  • Must be unused and in original packaging
  • Customer pays return shipping
  • Refund issued after inspection

RETURNS LABELS / PROCESSING

  • Return instructions will be provided once a return request has been approved
  • Depending on the product and courier setup, customers may either receive a return label or be asked to arrange their own return shipping
  • This will be confirmed once courier integrations are in place
  • Faulty items will always be provided with prepaid return labels

RETAIL PARTNER NOTE (INCLUDING SCANDIBORN)

 We also sell via selected retail partners such as Scandiborn.

 Orders placed through retail partners are subject to the retailer’s checkout and returns process at point of purchase. All returned goods, where applicable, are processed and inspected by Pocket Towns at our warehouse.

This does not affect or replace the returns policy for customers purchasing directly through our Shopify store.

GENERAL RETURNS CONDITIONS

  • All returns must be requested and approved before being sent back
  • Items must be returned unused and in original packaging
  • Refunds processed within 5 to 10 working days after inspection
  • We reserve the right to refuse returns that do not meet these conditions