Last Updated: 01 December 2025
At Pookies Mart, your satisfaction is important to us.
This Refund & Return Policy explains how returns, exchanges, and refunds are handled for purchases made through https://pookiesmart.com/.
1. Eligibility for Return / Exchange
You can request a return or exchange within 5 days of receiving your order if:
- The item is damaged, defective, or not as described.
- The item is unused, unworn, and in its original condition.
- All original packaging, tags, and accessories are intact.
Important:
For any damage/defect claim, a clear uncut unedited box-opening video is mandatory.
2. Mandatory Box-Opening Video (For Damage Claims)
To approve any damage or missing item claim:
- You MUST record a full box-opening video from the moment you receive the package.
- The video must clearly show:
✔ Outer package condition
✔ Opening process
✔ Product inside the box
✔ Visible damage/defect - The video must not be edited, paused, or retaken.
Without this video, returns for damage cannot be accepted.
3. Items Not Eligible for Return
- Products without the required box-opening video (for damage claims)
- Used, washed, or altered items
- Items without original tags or packaging
- Products marked “Non-Returnable”
- Personal care or hygiene products (if applicable)
4. Return Procedure
To initiate a return:
- Contact us through email or WhatsApp within 5 days.
- Email: martpookies@gmail.com
- Phone: +91 79944 55633
- Share your order details and box-opening video (if damaged).
- Our team will verify and approve the return request.
- Once approved, you must ship the item back to us in its original condition.
- After inspection, your refund or replacement will be processed.
5. Refund Process
Refunds will be provided only in the following cases:
- Damaged/defective product (with box-opening video proof)
- Wrong product delivered
- Cancellation before dispatch
Refund Timeline:
- 5–7 business days after product inspection
- Refunded to your original payment method or store credit, based on your preference
Shipping charges are non-refundable, unless the return is due to our error.
6. Exchange Policy
You can request an exchange for:
- Size issues
- Color mismatch
- Product not fitting expectations
Exchange is possible only if:
- Product is unused and in original condition
- Replacement stock is available
If stock is unavailable, you may receive store credit or a refund (as per policy).
7. Order Cancellation
- Orders can be cancelled before dispatch.
- Once shipped, the order cannot be cancelled.
8. Contact Us for Support
If you have questions regarding returns or refunds, contact:
Pookies Mart
Vasudeva Building, 4th Floor, TD Road
Ernakulam – 11
📞 +91 79944 55633
📧 martpookies@gmail.com