Refund policy
Every Pouncely is covered by our 30-day happy-pet guarantee. If it's not a hit, we'll make it right.
The happy-pet guarantee
If your pet isn't into Pouncely, you have 30 days from the day your order is delivered to ask for a refund. Just email us with your order number and a quick note on what happened. No awkward questions.
No need to ship anything back. Keep the toy, pass it on to a friend's pet, or donate it to a local shelter. We'll just issue your refund.
- We may ask for a quick photo of the item with your request.
- The guarantee covers one refund per customer and household.
- Please don't mail items to us: we don't accept returns by post, so a package sent to us can't be processed.
Damaged, defective or wrong item
If your Pouncely arrives damaged, stops working within 30 days, or you received the wrong item, email us with your order number and a photo or short video of the problem. We'll send a free replacement or a full refund, your choice. You don't need to send the item back.
Refunds
Approved refunds go back to your original payment method within 5–10 business days, depending on your bank. Shipping was free, so there are no shipping charges to deduct.
Cancellations
Changed your mind right after ordering? Email us within 12 hours and we'll cancel your order and refund you in full. After that, your order may already be on its way. If so, you can still use the 30-day guarantee.
Exchanges
Want a different color? Email us within 12 hours of ordering and we'll switch it before your order ships.
How to request a refund
- Email support@pouncely.shop with your order number.
- Tell us what happened (and attach a photo or video if the item is damaged or defective).
- We'll reply within 24 hours on business days with next steps.