Refund policy
Refund policy
We love our customers and want you to love your Poke Robe. Every robe is made just for you, so please read this policy before you order.
Made-to-Order Items
Each Poke Robe is produced after your order is placed. We don't keep pre-made stock. Production starts soon after checkout, and your robe is made especially for your order.
Processing & Shipping Times
- Processing/production time: [7–14] business days after your order is placed
- Shipping time: [7–15] business days after your order ships
- Total estimated delivery: [2–4] weeks
Once your order ships, you'll receive a confirmation email with a tracking number. Delivery times are estimates. During busy seasons and holidays they may take longer, and carrier or customs delays are outside our control.
Cancellations
Production starts soon after you order, so cancellations can only be accepted within [24] hours of purchase. After that, your order is already being made and can't be cancelled. To request a cancellation, email pokerobe@outlook.com with your order number.
Returns & Refunds
Every robe is made to order, so we can't accept returns or offer refunds for change of mind, ordering the wrong size or character, or delivery taking longer than expected. Please review your size and character before checkout.
Damaged, Defective, or Incorrect Items
If your robe arrives damaged or defective, or you received the wrong item, contact us at pokerobe@outlook.com within 48 hours of delivery. Include your order number and photos of the issue. Once we've reviewed it, we'll send you a replacement or a refund to your original payment method. We use the carrier's tracking and delivery confirmation when we review claims.
Lost or Missing Packages
If your tracking hasn't updated in a while, or it shows delivered but you don't have your package, email pokerobe@outlook.com and we'll help investigate with the carrier.
Late or Missing Refunds
Once an approved refund is issued, it usually takes 2–3 business days for your bank to post it (some banks take longer). If you still haven't received it after that, email pokerobe@outlook.com and we'll look into it.
Feedback
We'd love to hear your feedback, questions, or any concerns. Email us at pokerobe@outlook.com and let us know how we're doing. We take all feedback seriously and are always working to improve.
Before you publish, there are two things to check:
- You mentioned earlier that Poke Robe offers a 30-day money-back guarantee. That contradicts a no-refund policy, so take it off your product pages and theme badges before this goes live. If you leave it, customers will point to it in disputes.
- I kept refunds for damaged or wrong items on purpose. Card processors and Shopify will usually side with the customer in a chargeback if you refuse those. A clear exception like this makes a no-refund policy much easier to defend. I'm not a lawyer, and some regions have their own consumer rules, so it's worth a quick check if you sell internationally.
this product could take up to a month so change the policy to that discretely
Only the Processing & Shipping Times section needs to change. Replace it with this:
Processing & Shipping Times
Every Poke Robe is made to order, so please allow extra time for us to make it before it ships.
- Production time: 10–15 business days
- Shipping time: 7–12 business days after your order ships
Once your order ships, you'll receive a confirmation email with a tracking number. Delivery times are estimates. During busy seasons and holidays they may take longer, and carrier or customs delays are outside our control.