Returns

Uncertain about our returns policy or need to know how long your refund will take?

How do I return a product?

We hope you'll absolutely adore your Pooky products! But if, by some wild twist of fate, you decide they're not quite your cup of tea, fear not. As long as you send them back to our warehouse in their original packaging within 30 days of receiving them, and they're still in tip-top shape for resale, we've got your back. We'll usually foot the bill for shipping, and you'll get a full refund. Sorry to say, but free returns don't apply to sale items or promotional orders – those will cost you $9 per box.

Now, when it comes to standing lamps, plus some of those fancier chandeliers and mirrors, we'll need to ask for a modest $9 fee to help us cover the cost of sending our trusty collection crew your way.

You should have found our nifty returns form in your package, but just in case you misplaced it during your excitement, you can also find it here.

Are returns free?

Pooky's got you covered when it comes to the return shipping cost. Just make sure that your parcel is well wrapped (we recommend using the original packaging where possible) and follow the instructions on the returns form.

For those bigger items like standing lamps, certain larger chandeliers, and mirrors, we'll roll up our sleeves and handle the pickup for you, but we do ask for a $9 fee to help out with the cost of our collection service. Just keep in mind that collection appointments can't be pinned down to a specific time slot, so plan on giving it a couple of days for our collection team to swing by.

Now, when it comes to items snagged during a sale or promo period, there's a small $9 charge per box for returns. We're all about clarity and fairness, so we want you to know what to expect.

Can you collect?

We can do, however we do ask for a $9 contribution towards the cost of this service, which will be deducted from your eventual refund. Please get in touch with our Customer Service team who can arrange this for you.

Can I exchange a product?

Unfortunately, we are not able to offer exchanges. If you would like to swap an item, then you would need to return this for a refund and place a new order for the correct item.

My order has arrived damaged, can you replace this please?

If by some stroke of misfortune, the goodies you receive happen to be a bit worse for wear, don't sweat it. Snap a quick photo of the damage and give us a holler within one week of receiving the goods, but make sure it's before you've gone ahead and fitted the item. Our trusty Customer Service team will be your guiding light, walking you through the next steps and ensuring you get a replacement pronto.

Now, a little heads-up: It's super important to inspect all products before you go ahead with the installation. Unfortunately, Pooky can't foot the bill for any costs incurred in removing and reinstalling a damaged product. So, a little pre-check can save you some hassle down the road.

My order is faulty, what do I do?

If you suspect that your item might be having an electrical hiccup, don't hesitate to reach out to our Customer Service team. They're the pros and can guide you on the best course of action.

Now, in the incredibly rare scenario that your product turns out to be faulty, we've got your back. We'll gladly replace the goods without any cost to you, or if you prefer, we can refund the full purchase price. It's your call. Just a little note: We do reserve the right to decline a full refund or replacement for any product that we suspect has been tinkered with – whether it's been installed, taken apart, or altered in any way. We want to keep things fair and square!

How long does the refund take?

We normally process refunds within 10 working days, but this can take slightly longer during our busier periods. Feel free to check any tracking provided by your chosen return courier to keep up-to-date, but please be assured that we will process these as soon as possible once returned to our warehouse.

I’ve thrown away the packaging, can I still return my items?

We do ask that all items are returned in their original packaging, however if you no longer have this then we would accept returns repackaged safely and as protected as possible so that they will be returned to us in a sellable condition. Any items returned to us and damaged in transit due to having been insufficiently packed may not be refunded. We will charge a rewrapping fee for any products that are returned out of their wrapping.

Can I return items in my own packaging?

If you would like to return multiple items that were originally delivered in different boxes, but would like to return them in one box then please do so - we just ask that lampshades are kept separately from other items, such as table lamps or wall fittings, so that they do not get damaged on their way back to us.

I’ve paid for my order with Pooky Perks, will these be refunded?

Any Perks that are used against an order that is subsequently returned will be put back onto your account - ready for your next purchase!

I've paid for my order with a Gift Voucher, will this be refunded?

Yes! This will be credited back to the same gift card, so please do make sure to keep this information safe so you can use it again.