Return & Refund Policy – Pouchstock.com

Unclaimed Deliveries

If your parcel is returned to our warehouse in Sweden due to non-collection, a handling fee of €25 will be charged. This covers the administrative and logistical costs associated with processing undelivered items.

Returns

You may request a return within 14 days of receiving your order.

To qualify for a return, the product must be unused, unopened, and in its original condition and packaging. Due to hygiene standards, items that have been opened, used, or tampered with cannot be accepted. Please ensure you retain your proof of purchase.

To start a return, contact our customer support at hello@pouchstock.com. We typically respond within 24 hours. Approved returns should be sent to:

Pouchstock Returns
Warfinges väg 38
Stockholm
Sweden

Once your return is approved, we will issue return instructions and a shipping label. Please note: returns sent without prior approval will not be processed.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. Contact us immediately if:

  • Your item is damaged

  • You received the wrong product

  • There’s a defect or quality issue

We’ll evaluate the situation and offer a solution as quickly as possible.

Items That Cannot Be Returned

Certain items are not eligible for return, including:

  • Opened or used products (for hygiene reasons)

  • Hazardous goods

  • Flammable liquids or gases

If you’re unsure whether your item qualifies, feel free to contact us before sending it back.

Exchanges

Need a different item? The quickest option is to return the original item (if eligible) and place a new order separately. Once we receive and approve the return, follow the provided instructions for a smooth process.

EU Right of Withdrawal – 14 Days

If your order was shipped within the European Union, you’re entitled to cancel or return your purchase within 14 days, no questions asked.

To be eligible, the item must be unused, in its original packaging, and accompanied by proof of purchase. Unless the item is faulty or incorrect, return shipping costs are the responsibility of the customer.

Refunds

Once we receive and inspect your return, we’ll notify you of the outcome:

  • Approved Refunds: Refunds are processed to your original payment method within 10 business days. Please note that banks or card providers may take additional time to complete the transaction.

  • Rejected Refunds: If your return doesn’t meet the conditions, we’ll explain the reason and offer next steps (e.g., reshipping the item or safe disposal).

Customs Delays: If your package is held at customs, Pouchstock is not liable for any delays, fees, or confiscation. Refunds will only be issued once the item is safely returned to us. We are not able to issue refunds for items seized or destroyed by customs authorities.

If you haven’t received your refund after 15 business days from approval, please get in touch at hello@pouchstock.com

Helpful Tips

We recommend keeping your order confirmation, receipts, and return communication until the process is fully completed.

Our team is always here to support you — we’re committed to making your experience smooth and satisfactory.