Refund policy

1. Return & Exchange Window — 24 Hours

The Pocca accepts eligible return and exchange requests within 24 hours from the date and time of delivery.

If you wish to return or exchange an eligible product, you must contact us within this 24-hour period.

Requests submitted after 24 hours of delivery may not be accepted.

The 24-hour period begins once the order is marked as delivered by our delivery partner.

2. Mandatory Unboxing Video

Customers are required to record a continuous, unedited video while opening the package.

This is especially important for claims related to:

1. Wrong product received
2. Wrong size received
3. Wrong colour received
4. Missing product
5. Damaged product
6. Defective product
7. Packaging tampering
8. Any other issue with the delivered order

What the Unboxing Video Should Show

1. The unopened package.
2. The shipping label and order details.
3. The condition of the package before opening.
4. The complete opening of the package.
5. The product received.
6. The product tags and packaging, where applicable.

3. Eligible Reasons for Return or Exchange

4. Conditions for Return or Exchange

To be eligible for a return or exchange, the product must generally meet all of the following conditions:

1. The request must be submitted within 24 hours of delivery.
2. The product must be unused and unworn.
3. The product must not have been washed, altered, repaired, or damaged by the customer.
4. The product must be free from stains, makeup, perfume, deodorant, or other marks.
5. All original tags must remain attached.
6. Original packaging should be retained where applicable.
7. The product must be returned in the condition in which it was received.
8. A valid unboxing video may be required for verification.
9. The product must pass our quality inspection after being received.

Products that do not meet these conditions may be rejected.

5. Size Exchange

If you have selected the wrong size while placing your order, an exchange may be considered subject to:

1. Availability of the requested size.
2. The product being unused and in its original condition.
3. The request being made within 24 hours of delivery.
4. Compliance with our exchange conditions.

If the requested size is unavailable, the available resolution will be communicated to you according to our applicable policy.

6. Product Exchange

If you receive the wrong product, wrong colour, or wrong size due to an error on our part, we will review the claim and, where verified, provide an appropriate resolution.

Possible Resolutions

1. Replacement
2. Exchange
3. Store credit
4. Refund

The exact resolution may depend on product availability and the nature of the issue.

7. Limited-Quantity Products

The Pocca produces its collections in limited quantities.

Therefore, if an exchange is approved but the requested replacement product, size, or colour is unavailable, we may provide another eligible resolution according to our policy.

Customers should understand that an exchange cannot always be guaranteed because our collections are intentionally produced in limited quantities.

8. Products Generally Not Eligible for Return or Exchange

The following products may not be eligible for return or exchange:

1. Products that have been worn.
2. Products that have been washed.
3. Products that have been altered or modified.
4. Products damaged after delivery by the customer.
5. Products with stains, makeup, perfume, deodorant, or other marks.
6. Products without original tags.
7. Products returned without the required packaging where applicable.
8. Products returned after the 24-hour return/exchange window.
9. Products purchased under specific non-returnable sale or promotional conditions.
10. Products that do not pass our quality inspection.

Additional exclusions may apply and will be mentioned on the relevant product page where applicable.

9. Return & Exchange Request Process

To request a return or exchange, please contact us within 24 hours of delivery.

Information Required

1. Order number
2. Customer name
3. Registered mobile number
4. Reason for return/exchange
5. Photographs of the product
6. Required unboxing video
7. Any other information requested by our support team

Our team will review your request and communicate the next steps.

10. Quality Inspection

All returned products may be inspected by The Pocca before an exchange or refund is approved.

Reasons a Return May Be Rejected

1. Shows signs of use.
2. Has been washed.
3. Has been altered.
4. Has been damaged after delivery.
5. Has stains or marks.
6. Does not have the original tags.
7. Does not match the product originally dispatched.
8. Does not satisfy the conditions of this policy.

The decision regarding the condition of the returned product will be made after inspection.

11. Return Shipping

For verified cases such as:

1. Wrong product sent by The Pocca
2. Wrong size sent by The Pocca
3. Wrong colour sent by The Pocca
4. Damaged product received
5. Manufacturing defect
6. Missing item

The Pocca may arrange or bear the applicable return shipping cost, subject to verification.

For customer-requested size exchanges or other eligible exchanges, shipping charges may apply.

The applicable charges, if any, will be communicated before processing the exchange.

12. Refunds

If a refund is approved, it will be processed through the applicable payment method or another method communicated by The Pocca.

Refund processing time may vary depending on the payment gateway, bank, card issuer, or financial institution.

The refund amount may exclude applicable non-refundable charges, shipping charges, transaction fees, or other charges where permitted and applicable.

13. COD Orders

For Cash on Delivery orders, refunds may be processed through a suitable refund method after the return has been received and approved.

Additional information may be requested to process the refund.

14. Return Pickup

Where applicable, The Pocca may arrange a return pickup through our delivery partner.

Customers are responsible for keeping the product safely packed and ready for collection.

If a pickup fails because the product is unavailable, incorrectly packed, or the customer is unavailable, another pickup attempt may be subject to courier availability and applicable conditions.

15. Product Packaging

Customers should retain the original product packaging until they are satisfied with the product and the applicable return/exchange period has expired.

The original packaging may be required for return processing.

16. Unboxing Video Requirement

The unboxing video requirement is an important part of our return and exchange process.

Recommended Recording Process

1. Start recording before opening the package.
2. Clearly show the sealed package.
3. Show the shipping label and order details.
4. Open the package without stopping the recording.
5. Show the complete product and packaging.
6. Show the tags and condition of the product.

If the video is edited, cut, incomplete, or does not clearly establish the condition of the package and product at the time of opening, The Pocca may request additional evidence or may be unable to approve the claim.

17. Customer Responsibility

Customers are responsible for checking the product as soon as it is delivered.

Please Check

1. Product
2. Size
3. Colour
4. Tags
5. Quantity
6. Overall condition

If there is an issue, contact us immediately and within the 24-hour return/exchange window.

18. No Direct Product Swaps Without Approval

Customers should not send products back to The Pocca without first contacting our support team and receiving return/exchange instructions.

Unapproved shipments may not be accepted or processed.

19. Changes to This Policy

The Pocca reserves the right to update or modify this Return & Exchange Policy from time to time.

Any updated policy will be published on this page with a revised Last Updated date.

The policy applicable at the time of your purchase will generally apply to your order, subject to applicable law.

20. Contact Us