Return & Refund Policy

This policy explains when you can cancel or return an order and how refunds work. It sits alongside our Terms of Service and does not affect your statutory rights as a consumer.

1. Your right to cancel

You can cancel an order and return it within 14 days of receiving it. Because our products are sealed consumable goods, this applies to unopened, sealed cans only — once a can has been unsealed or opened it cannot be returned, for health and hygiene reasons.

2. What can be returned

• Unopened, sealed cans in their original condition can be returned within the window above.
• Opened cans or loose pouches cannot be returned — once the seal is broken the product cannot be resold for hygiene reasons.
• Faulty, damaged or incorrect items can always be returned or replaced — see section 5.

3. How to start a return

Before sending anything back, email us at yo@pouchup.co with your order number and the reason for the return. We will confirm the return address and next steps.

4. Return postage and refunds

For a change-of-mind cancellation, you are responsible for the cost of return postage, and we recommend a tracked service as the goods are your responsibility until they reach us. Once we receive and check the returned items, we will refund the price you paid within 14 days of receiving the return, to your original payment method.

5. Faulty, damaged or incorrect items

If an item arrives faulty, damaged, or is not what you ordered, contact us within 30 days with your order number and a photo where relevant. We will arrange a replacement or a full refund, including any postage you paid, at no cost to you. This does not affect your legal rights under the Consumer Rights Act 2015.

6. Orders delivered outside the UK

We deliver to the United Kingdom only. If you received an order at an address outside the UK before that change, the same rule applies: unopened, sealed cans can be returned within 14 days of receiving them, and you are responsible for the cost of the return postage back to our UK address. Email us first at yo@pouchup.co and we will confirm the return address and next steps.

7. Refund method and timing

Refunds are made to your original payment method. Once processed, it may take a few working days for your bank or card provider to show the funds. If a delivery failed and was returned to us, any refund is handled in line with our Shipping Policy.

Questions about this policy? Email yo@pouchup.co.