Refund policy
Last updated: 1 August 2026
We hope you love your PCKT, but if it's not quite right, you can return it in accordance with the policy below.
Returns
You have 14 days from the date you receive your order to let us know that you would like to return it.
Once you have notified us, you must send the item back to us within a further 14 days.
To start a return, email hello@pcktstore.online with your order number. We'll send you the return instructions and return address.
Please do not send items back to us without first contacting us.
Your PCKT should be returned in its original condition, with any original tags or packaging intact.
You may inspect and handle your PCKT as you reasonably would in a shop. If an item has been used or handled beyond what is necessary to determine its nature, characteristics and functioning, and this has reduced its value, we may make an appropriate deduction from the refund where permitted by law.
Return Postage
Unless your item is faulty, damaged or incorrect, you are responsible for the cost of returning it to us.
We recommend using a tracked postal service and keeping proof of postage, as we cannot be responsible for returns that are lost in transit.
If an item is faulty, damaged or incorrect, please contact us before returning it so we can arrange the appropriate next steps.
Refunds
Once we receive your return, we'll inspect it and let you know when your refund has been approved.
Approved refunds will be issued to your original payment method.
Where you exercise your legal right to cancel an online order, we will refund the price paid for the returned item and the cost of our standard delivery option, where applicable.
If you selected a more expensive delivery method than our standard delivery option, we are not required to refund the additional delivery cost above the price of standard delivery.
We may withhold the refund until we have received the returned item or you provide evidence that you have sent it back, whichever happens first.
Refunds will be processed within 14 days of receiving the returned item or evidence that it has been sent back, as applicable.
Once your refund has been processed by us, please allow a few additional business days for it to appear in your account. Processing times vary depending on your bank or payment provider.
Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives.
If your PCKT arrives damaged or faulty, or you receive the wrong item, please email hello@pcktstore.online as soon as possible with your order number and, where possible, a photo showing the issue.
We'll review the issue and make it right.
Nothing in this policy affects your statutory rights. Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described.
Exchanges
We do not currently offer direct exchanges.
If you would like a different colour or item, please return your original item in accordance with this policy and place a new order.
This does not affect your rights where an item is faulty, damaged or incorrect.
Cancelling an Order Before Dispatch
If you need to cancel or change an order before it has been dispatched, please email hello@pcktstore.online as soon as possible.
We'll do our best to help, but we cannot guarantee that an order can be changed or cancelled once it has entered the dispatch process.
If your order has already been dispatched, you can return it in accordance with the returns process above.
Questions
If you have any questions about a return or refund, please contact us at: