At Pocket Season, we want you to be happy with your purchase. This policy explains when and how you can return an item. By placing an order with us, you agree to the terms below.

15-Day Return Window

You may request a return within 15 days of the delivery date. Requests made after 15 days from delivery cannot be accepted. To be eligible, items must be:

  • Unused, undamaged, and in the same condition you received them;
  • In their original packaging, with all accessories, cables, and inserts included;
  • Accompanied by proof of purchase (order number or receipt).

Items That Cannot Be Returned

For hygiene, safety, and practical reasons, the following are not eligible for return or refund unless they arrive faulty or damaged:

  • Items that have been used, worn, or show signs of use;
  • Items returned without original packaging or with missing parts/accessories;
  • Items damaged by misuse, accident, improper handling, or failure to follow instructions;
  • Scent pads, and any consumable or hygiene-sensitive accessories, once opened;
  • Sale, clearance, or promotional items marked as final sale;
  • Gift cards.

How to Start a Return

Email us at hello@pocketseason.com with your order number and the reason for your return. Please wait for our written confirmation and return instructions before sending anything back. Returns sent without prior authorization may not be processed or refunded.

Return Shipping Costs

Customers are responsible for the cost of return shipping. Original shipping charges are non-refundable. We recommend using a tracked and insured shipping method — we are not responsible for returns that are lost or damaged in transit, and we can only process a refund or exchange once the item is received and inspected.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome by email. If approved:

  • Refunds are issued to your original payment method, or, at your choice, as store credit (store credit may be offered as a faster alternative);
  • Refunds cover the price of the product only — original and return shipping costs are not refunded;
  • Please allow 5–10 business days after approval for the refund to appear, depending on your bank or card provider;
  • We reserve the right to refuse a refund, or to apply a restocking deduction, for items returned used, incomplete, damaged, or not in resalable condition.

Exchanges

We’re happy to exchange an eligible item for a different color or model, subject to availability. Contact us at hello@pocketseason.com to arrange it. Customers cover return shipping for exchanges.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, contact us within 48 hours of delivery at hello@pocketseason.com with your order number and clear photos of the issue and packaging. Once verified, we will arrange a free replacement or full refund, including any return shipping we ask you to pay for a confirmed fault. This does not affect your statutory rights.

Order Cancellations

Orders can be cancelled for a full refund only if they have not yet been processed or shipped. Once an order has shipped, our standard return process applies. Contact us as soon as possible if you need to cancel.

Contact

Email: hello@pocketseason.com · WhatsApp: +44 7740 530337 We aim to respond to all enquiries within 1–2 business days.