Refund policy
14-Day Returns
You can return your order within 14 days of delivery for a refund. Please email us first at lee@istayteam.com with your order number, and we will send you the return address and steps. Please do not send items back without contacting us.
Conditions
- Items must be unworn, unwashed, free of pet hair, and have the original tags.
- Return shipping is paid by the customer. We recommend a tracked service, because we cannot refund a return we do not receive.
- If an item comes back used or damaged by handling beyond what is needed to check it, we may reduce the refund by the lost value.
Your Refund
Once we receive and check your return, we refund the full item price to your original payment method within 14 days. If you paid for shipping, we also refund the standard shipping cost. Your bank may take 5 to 10 business days to show it.
Wrong Size?
Email us before sending anything back. In many cases we can offer a partial refund so you can keep the hoodie and skip the return shipping.
Exchanges
We do not offer direct exchanges. If you need a different size or color, please return the item for a refund and place a new order.
Damaged, Defective, or Wrong Item
Email us within 14 days of delivery with your order number and photos of the problem. We will send a free replacement or a full refund. You do not need to send the item back unless we ask.
EU and UK Customers
You have the legal right to cancel your order within 14 days of receiving it without giving a reason. To use it, send us a clear statement by email (for example: "I am cancelling my order #1234"). You then have 14 days to send the items back. This policy does not limit any of your statutory rights.
Contact
Pouchy.co is operated by ZLV, LLC, 2810 N Church St, STE 90154, Wilmington, DE 19802, United States.
Email: lee@istayteam.com