Refund policy

90-day returns

You may request a return within 90 calendar days of receiving your Pocky order. Items must be unused, in their original condition and packaging, and accompanied by your order number or proof of purchase.

How to request a return

Contact the Pocky team before sending anything back. Include your order number, the email used for your purchase, the reason for the return and photos where relevant. We will provide the return instructions and return address.

For a change-of-mind return, return shipping is paid by the customer and the original delivery charge is not refunded. Please use a tracked shipping service.

Damaged, defective or incorrect items

If your item arrives damaged, defective or incorrect, contact us promptly with your order number and photos. We will arrange an appropriate replacement or refund at no cost to you, including return shipping where required.

Refunds

After the returned items are received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method within 5 business days. Your bank or payment provider may take an additional 3–10 business days to display the refund.

Cancellations

Contact us as soon as possible to request a cancellation or address change. We will try to help before dispatch; once your order has shipped, please follow the return process.

This policy does not affect your statutory consumer rights.