Refund policy

Last updated: 14 August 2026

Most Pocket Dial products are made to order and fulfilled by Printful. This policy explains when we can offer a replacement, refund or return. It does not affect any rights you have under applicable consumer law.

Damaged, Defective, Misprinted or Incorrect Items

If your order arrives damaged, defective, misprinted or mislabeled, or you receive the wrong item, contact us at support@pocketdial.net within 30 days of delivery.

Please include:

Your order number
A description of the problem
Clear photographs showing the item and the issue
If several items with the same design are affected, a photograph showing all affected items together

Once your claim has been reviewed and approved, we will arrange a replacement or refund at no cost to you. You will not usually need to return the affected item unless we ask you to do so.

The 30-day reporting period helps us submit a claim to our fulfilment provider promptly. It does not limit any statutory rights or remedies that apply to faulty, misdescribed or unfit goods.

Lost Packages

If your order has not arrived, please:

Check the delivery address in your shipping confirmation
Review the tracking information
Contact your local carrier or post office
Check with neighbours and any nominated safe place

If the package still appears to be lost, contact us at support@pocketdial.net no later than 30 days after the estimated delivery date.

If the carrier confirms that the package was lost in transit, we will arrange a replacement or refund as appropriate.

If tracking shows the package as delivered, we will investigate the matter. A replacement or refund is not automatic and will depend on the outcome of the investigation and your applicable legal rights.

Change of Mind, Wrong Size, Wrong Colour or Wrong Phone Model

Because personalised or custom-made products are created specifically for the customer, we do not offer discretionary returns, refunds or exchanges for:

Buyer’s remorse or a change of mind
An incorrectly selected size or colour
An incorrectly selected phone model
Accidental orders
Personal preferences concerning an item that is not faulty

This applies where the law does not require us to accept the return.

Please check the product description, measurements, colour, phone-model compatibility and other product information carefully before placing your order.

UK Online Cancellation Rights

For products that are not personalised or custom-made, UK consumers normally have the right to cancel an online order by notifying us within 14 days of receiving it, unless a legal exception applies.

After notifying us, you must return the product within a further 14 days. Contact us before sending anything back so that we can provide the correct return instructions.

You are responsible for return postage for a change-of-mind return unless we state otherwise or the law requires otherwise.

Eligible cancellation refunds include the product price and the cost of our least expensive standard delivery option. Any additional amount paid for a faster or more expensive delivery option will not be refunded.

We may reduce the refund if the product has been handled beyond what would reasonably be permitted when examining it in a shop and its value has been reduced as a result.

We will issue an eligible refund within the period required by law, normally within 14 days of receiving the returned product or acceptable evidence that it has been sent back.

The statutory cancellation right does not normally apply to personalised or custom-made products.

Incorrect or Incomplete Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address.

If a package is returned because the address provided was incorrect or incomplete, we may arrange reshipment after confirming the correct address. Additional production or shipping charges may apply.

If you notice an address mistake after ordering, contact us immediately. We cannot guarantee that an address can be changed once fulfilment has started.

A refund will not normally be provided when an order cannot be delivered because the customer supplied an incorrect or incomplete address, except where required by law.

Unclaimed and Returned-to-Sender Packages

If a package is unclaimed or returned to our fulfilment facility, contact us promptly.

Printful normally holds returned packages for 30 days. We may be able to request reshipment during that period, but additional shipping charges may apply.

After 30 days, the product may be donated and may no longer be available for reshipment. Pocket Dial is not responsible for replacing or refunding an order that was left unclaimed or could not be delivered because of customer-provided information, except where required by law.

Returning an Item

Contact support@pocketdial.net before returning any item.

Do not send an item directly to Printful or to an address shown on the parcel without first contacting us. Unauthorised returns may not be received or processed and do not automatically qualify for a refund.

When contacting us, include your order number and the reason for your request. We aim to respond within 2–5 business days.

Refunds

Approved refunds will be issued to the original payment method unless we agree otherwise.

After we issue a refund, your bank or payment provider may require additional time to process it.

Original shipping charges are not refundable unless:

The product was faulty, damaged, misprinted or incorrect
The package was confirmed lost in transit
The refund qualifies under applicable cancellation rights
The law otherwise requires us to refund them

Statutory Rights

Nothing in this policy excludes or restricts any consumer rights that cannot legally be excluded.

In the United Kingdom, products must be as described, of satisfactory quality and fit for purpose. Depending on the circumstances, statutory remedies may include a refund, repair, replacement or price reduction.