Refund policy
Refunds & Returns
Last updated: October 2026. This policy applies to orders placed on or after the date it's published.
Every Pooky piece is 3D printed to order in our studio in Ahmedabad, then checked and packed by us. If something isn't right when it reaches you, tell us and we'll make it right.
1. Arrived damaged, defective or not what you ordered?
We'll reprint it or refund you, whichever you prefer.
This covers pieces that arrive broken, cracked, warped, dented, scratched or marked, pieces with a printing defect, and orders where you received the wrong product, colour or personalisation.
How to tell us:
- Within 30 days of delivery, message us on WhatsApp at +91 81281 69496 or email shop@pookygifts.com.
- Send your order number and a clear photo of the problem. If the parcel was damaged in transit, a photo of the outer box helps too.
- We'll get back to you as soon as we can to confirm your reprint or refund.
You usually won't need to send the damaged piece back. If we do need it, we'll let you know and arrange it with you.
A small note on 3D printing: up close you'll see fine layer lines. That's the texture of the process, not a defect. Marks, dents, impressions, rough patches or anything else that looks off are on us, so please tell us.
A small request (totally optional): if it's easy, record a short video while you open your parcel. You never need one, and a clear photo is enough, but a video helps us settle transit damage with the courier faster.
2. Changed your mind?
Every piece is printed specifically for your order, so we can't accept returns or exchanges for a change of mind (for example, if you no longer need it or would prefer another colour). Not sure about size or colour? WhatsApp us before you order and we'll gladly help. You can also cancel free of charge before we start printing (see section 4).
This doesn't affect section 1: if anything arrives damaged, defective or wrong, we'll always reprint or refund.
3. Personalised items
Name-engraved and other personalised pieces are made just for you. If a personalised piece arrives damaged or defective, or doesn't match the personalisation you entered at checkout, section 1 applies and we'll reprint or refund. Please double-check spelling before you place your order.
4. Cancellations
You can cancel free of charge any time before we start printing, so message us as soon as you can. Once printing has started, the piece is being made just for you and the order can't be cancelled.
Cash-on-delivery orders are confirmed with you on WhatsApp before we print. If we can't get a confirmation from you, we won't print the order and it may be cancelled.
5. How refunds are paid
- Prepaid orders: refunded to your original payment method.
- Cash-on-delivery orders: refunded by UPI or bank transfer (IMPS/NEFT). We'll ask for your UPI ID, or the account holder name, account number and IFSC. We will never ask for an OTP, UPI PIN, card details or passwords.
6. Timelines
| Step | Timeline |
|---|---|
| Tell us about a damaged, defective or wrong item | Within 30 days of delivery |
| Reprint | Printed and dispatched within 1–2 business days of approval |
| Refund | Sent once your refund is approved. UPI and IMPS are usually quick; card and net-banking refunds can take a few extra business days, depending on your bank. |
If your refund hasn't arrived after we've confirmed it's been sent, please get in touch and we'll chase it.
7. Contact us
- WhatsApp: +91 81281 69496 (fastest; a real person replies)
- Email: shop@pookygifts.com
- Instagram: @pookyclub
- Gift order? The buyer or the recipient can contact us. Just share the order number.