In accordance with Australian Consumer Law, ThePouchShop does not accept exchanges or refunds in the following situations:

• Changed your mind (e.g. no longer require the boxes or ordered too many of a particular product).
• Ordered the wrong item (e.g. packaging purchased was too large or small for your needs).
• Found the goods cheaper elsewhere.
• You were aware of the relevant fault before buying the goods (e.g. sample stock).
• Damaged the goods by misusing them (e.g. folded products incorrectly).
• As a result of any delays by a courier.

We ask that you choose carefully. We offer a sample service so you can test sizing and quality before placing a large order. To order samples please call (03) 9021 0490.

Your rights under the Australian Consumer Law are not limited by this policy.

We take extreme care to ensure our goods are of the highest quality. If you find that a product is faulty, or we have not delivered what you ordered, we will help resolve the problem.

• Returns are accepted for products purchased online if they are faulty or the products delivered do not match your order.
• All claims must be received within 5 days from the date of dispatch.
• We may request further information or photographs via email to help us assess your situation quickly.
• All online purchases claimed as faulty need to be sent back to ThePouchShop for an official assessment by our product development team.

Once your goods have been received by ThePouchShop, please allow up to 5 working days for your refund to be processed back to your account.

Your receipt of the refund will depend on the period of time it takes your financial institution to finalise the transaction.

The Customer Service team operates Monday to Friday (excluding public holidays in Melbourne, Australia) from 9:00am – 5:00pm Australian Eastern Standard/Daylight Savings Time.