Refund policy
At PocketVista, we want you to feel confident when shopping with us. This Return & Refund Policy explains the conditions and procedures applicable to returns, refunds, damaged items, incorrect products, and order-related concerns.
1. 30-Day Return Policy
We offer free returns within 30 days. The 30-day return period begins on the date your order is delivered.
To qualify for a return, the product should generally be returned in substantially the same condition in which it was received, together with the included accessories, components, and packaging where reasonably possible.
Please do not send a product back without first contacting our customer support team. This allows us to provide the appropriate return instructions and helps prevent unnecessary delays.
2. How to Request a Return
To request a return, email support@PocketVista.store and provide:
- Your full name
- Order number
- Email address associated with the order
- Product you wish to return
- A brief explanation of your request
We may request photographs where reasonably necessary, particularly for damaged, defective, incomplete, or incorrect orders.
Once your request has been reviewed, we will provide the applicable return instructions.
3. Free Returns
Eligible returns made in accordance with this policy are free of charge. Customers will not be charged a return shipping fee for an approved return covered by our free-return policy.
Please follow the return instructions supplied by our support team. Shipping an item independently to an address without authorization may prevent us from properly identifying or processing the return.
4. Damaged, Defective or Incorrect Items
Please inspect your order after delivery. If your product arrives damaged, defective, incomplete, or materially different from what you ordered, contact us as soon as reasonably possible.
Include your order information and photographs showing the issue where applicable. After reviewing the request, we will provide an appropriate resolution, which may include a replacement or refund.
5. Refunds
After an eligible returned product has been received and reviewed, we will notify you regarding the status of your refund.
Approved refunds will generally be issued to the original payment method. The time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.
Original processing or banking times imposed by third-party payment providers are outside PocketVista's direct control.
6. Exchanges
If you would like a different product, size, style, or variation, please contact our support team. Depending on product availability and the circumstances of your order, we will advise you of the available options.
7. Return Conditions
PocketVista reserves the right to reasonably review returned products before issuing a refund. Products that have been intentionally damaged, materially altered, or returned in a condition inconsistent with normal inspection may not qualify for a full refund, subject to applicable consumer law.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
8. Contact Us
For return or refund assistance, contact PocketVista, located at 39 Badger Dr, Etobicoke, ON M8Z 2M8, Canada. You may reach our customer support team by email at support@PocketVista.store or by phone at (905) 235-7112.