Refund policy

POPZone Return & Refund Policy

POPZone is operated by Safe Digital Holdings LLC. This policy covers orders delivered to customers in the United Kingdom. Your statutory consumer rights are not affected.

1. Changing your mind: 15 days to tell us

For eligible, non-personalised items, you can cancel without giving a reason. Tell us within 15 calendar days after delivery. This extends the statutory 14-day cancellation period. If an order arrives in separate deliveries, the period starts after you receive the last item.

After telling us you wish to cancel, send the items back within a further 14 calendar days. The deadline is met when you dispatch the return within that period.

2. How to arrange a return

Email support@popzone.com with your order number, the items you want to return and your contact details. A reason is optional for change-of-mind returns. We will provide packing and return instructions. Your statutory cancellation does not depend on our approval.

Please pack items securely and keep proof of posting. Include your order number so we can identify the return.

Return destination: We send the return address with your prepaid return label after you contact us to arrange a return. The label includes the destination and the information needed to send your parcel. Please use the label and instructions supplied by POPZone.

3. Return shipping costs

POPZone pays the return shipping cost for all returns covered by this policy, including change-of-mind returns and returns for faulty, damaged, incorrect or misdescribed goods. There are no return shipping charges or additional return fees for the customer.

We email you a prepaid return label containing the return address and instructions. You do not need to pay the carrier when using that label. If you cannot use the label, or it has not arrived in time to meet the return deadline, contact us so we can arrange a suitable alternative at no cost to you.

There is no restocking fee or fee for issuing a refund.

4. Condition of returned items

You may open packaging and inspect an item as you would in a shop, including trying on clothing. Please return all included parts and accessories and use the original packaging where reasonably possible. Opening packaging to inspect an item does not by itself remove your cancellation rights.

If handling beyond what is needed to inspect the item reduces its value, we may deduct that reduction where the law permits. We will explain any proposed deduction. This does not limit your rights for faulty or incorrectly supplied goods.

5. Personalised and made-to-order items

Items made to your specifications or clearly personalised, such as an engraved wand or a robe with your chosen name, are excluded from change-of-mind cancellation rights. Simply choosing a standard size or colour does not make an item personalised.

You retain your legal rights if a personalised item is faulty, damaged, not as described or made incorrectly against the instructions you supplied.

6. Faulty, damaged or incorrect items

Email us as soon as you notice a problem. Include the order number and a description; photographs can help us resolve the issue. The 15-day change-of-mind period does not limit your statutory rights for faulty goods.

UK consumers generally have a 30-day short-term right to reject non-conforming goods for a refund. Repair, replacement and other legal remedies may remain available after that period, depending on the circumstances. We will deal with your claim under the Consumer Rights Act 2015.

7. Refund amounts and timing

For cancellation of a whole order, we refund the returned goods and the cost of our least expensive standard outbound delivery option. If you chose express delivery, the extra charge above standard delivery is not refunded for a change-of-mind cancellation. For a partial cancellation, we refund the returned items and any outbound delivery charges you are legally entitled to recover.

Cancellation refunds are issued without undue delay and no later than 14 calendar days after we receive the goods back or, if earlier, receive evidence that you have sent them back. If we have offered to collect the goods, the deadline is 14 calendar days after your cancellation notice.

For refunds under the statutory right to reject faulty goods, payment is made without undue delay and within 14 calendar days of agreeing that you are entitled to a refund.

We use your original payment method unless you expressly agree otherwise. Your bank may take additional time to show the credit. Contact us if the refund has not appeared after we confirm it has been issued.

8. Exchanges and contact

For a change of size or style, arrange a return under this policy and place a separate order. This does not replace your legal right to a replacement for faulty goods.

For return requests or questions, email support@popzone.com.