Refund Policy

Order Cancellation & Modifications
We value your business at POPPYMERCH and want to ensure your experience is seamless. However, if you need to cancel or modify your order, please act quickly as we process orders rapidly.

• Orders can be canceled until they are shipped. If you wish to cancel or make changes, please contact us within 12 hours of placing your order. Once your order has entered the packaging and shipping process, cancellation or modification will no longer be possible.
• Please note that a cancellation fee of 9% + $1 will apply, due to the charges incurred by our payment gateway, shipping fees, and platform fees.

Refund Policy
Your satisfaction is our top priority. If your experience does not meet your expectations, we offer the following refund options:

• If you do not receive your product within the guaranteed time frame (45 business days, excluding 2-5 business days for processing).
• If the item you received is incorrect or damaged, you are eligible for a refund, exchange, or replacement. We will process your request within 24 hours (excluding weekends and holidays).

Required Information for Refunds or Exchanges
To process your refund or exchange request, please provide:

• Photos or videos showing the defective product
• Your order number
• Your name

In cases of damaged products, you will not be responsible for return shipping fees. However, for returns due to a change in purchasing decision (non-defective items), the customer is responsible for the return shipping cost, which will depend on the carrier you choose.

Return Policy
To request a return, please email us at service@poppymerch.com. Returned products must meet the following conditions:

• Items should be in their original, unused condition, with both packaging and all parts intact.
• Return requests should be made within 30 days of purchase or 14 days after product delivery.
• Customers are responsible for the cost of return shipping.
• If you are returning an item due to size issues, you will be required to cover both the original shipping cost and return shipping cost.

Exclusions for Refunds or Reshipment
We cannot process refunds or reshipments under the following circumstances:

• The order was not delivered due to incorrect information provided by the customer (e.g., wrong shipping address).
• The order was delayed or not delivered due to extraordinary circumstances beyond our control (e.g., customs delays, natural disasters).
• The wrong size was selected by the customer despite using the provided size chart for the product category (e.g., Shoes, Hoodies, T-shirts, Sweatshirts).
• Electronic items are not eligible for returns or refunds.
• We are not liable for lost or stolen packages once the carrier has confirmed delivery to the provided shipping address.

Return Process
Once we receive and inspect the returned items, we will process your refund. The credit will be applied to your original payment method. Please note that it may take 1-10 business days for the refund to reflect in your account, depending on your credit card provider.

Exchange Policy

• If an item is lost in transit or delivered to the wrong address due to a carrier’s mistake, we will ship a replacement order at no additional cost. Please note, this is not applicable for delays beyond our control.
• If you provided an incorrect shipping address and the package is undeliverable, you will be responsible for the cost of reshipping a replacement item.

Exclusion for Returns & Exchanges
We reserve the right to refuse refunds or exchanges for the following reasons:

• All pre-order and custom-made sales are final unless the product is defective.
• Orders that are in transit cannot be canceled.
• Incorrect information provided by the customer that results in undelivered items (e.g., wrong address).
• Orders that are held by customs or delayed by external factors.
• Orders returned outside the return period or without prior communication with us.

Order Delivery Failure
If an order fails to be delivered, we will promptly contact you via email after receiving a notification from the carrier.

For further inquiries or concerns, please contact us at service@poppymerch.com. We are committed to assisting you and ensuring a positive shopping experience at POPPYMERCH.