Refund policy

At Pouchmax, our goal is to provide the best possible experience for our customers by offering quality products, fast service and delivery, and responsive support. To maintain consistency and fairness for all customers, we have outlined our return and refund policy below. Please read this carefully before placing an order to ensure that you understand the terms that apply.

Change of Mind Policy

Once an order has been dispatched from our facility and handed over to the courier, Pouchmax will not accept returns or issue refunds due to a change of mind under any circumstances. This includes situations where the customer decides they no longer want the product, selects the wrong product by mistake, or fails to cancel the order before dispatch.

If you wish to cancel or amend your order, please contact our support team immediately after placing your order. If your order has not yet been dispatched, we may be able to:

• Cancel your order and issue a full refund, or
• Make changes to your order (such as updating item selections or flavours).

Please note that once an order has been marked as dispatched, we are no longer able to make changes or cancel the shipment.

To request changes or a cancellation before dispatch, contact our team via live chat on our website or email us at support@pouchmax.com. We recommend reaching out as soon as possible, as our dispatch times are quick.

Order Errors, Damaged or Incorrect Items

We take great care to ensure all orders are packed correctly. However, if you receive an incorrect item, expired product, damaged goods, or something that does not match the description on our website, we are happy to resolve the issue quickly and fairly.

If you believe there is a problem with your order, please contact our support team within 48 hours of receiving your package to initiate the resolution process. We may request photos of the items and packaging to assist in our investigation. Once 48 hours have passed since the package delivery, the Customer forfeits their right to a remedy or correction. In exceptional cases, we may, at our sole discretion, choose to waive the 48-hour requirement.

After the investigation is finalised and the issue has been verified, we will issue a store credit for the value of any missing items. In the case of incorrect item(s), a return label will be provided for the item(s) to be sent back, and once the item(s) have been received, a store credit will be issued for the value of the item(s).

Incorrect Shipping Address

Pouchmax is not responsible for orders that are undeliverable, lost or misdelivered due to incorrect shipping information provided by the customer at checkout. Please double-check your shipping details before confirming your order.

For any parcels that are returned to Pouchmax, a partial store credit will be issued to the Customer, imputed as follows: order value less shipping cost, less a $3.00 administration fee.

If your order has already been dispatched and was sent to an incorrect address, we are unable to retrieve the package or issue a refund. In such cases, please contact us immediately so we can contact the courier to potentially have the parcel redirected. The Customer accepts that this will be done on a best endeavours basis with no guarantees of success.

Delivery Delays

Once your order has been dispatched and handed over to the courier, PouchMax is no longer in control of the delivery timeline. While we do our best to ensure fast dispatch, we are not liable for any delays caused by the courier company, weather disruptions, public holidays, or other unforeseen factors.

We do not issue compensation for delayed deliveries. However, if your parcel is significantly delayed, lost in transit, or has not been scanned in several days, please reach out to our team, and we will assist you in lodging an investigation with the courier.

If the parcel is deemed as lost and unrecoverable by the courier, a partial store credit may be issued to the Customer, which will be capped at $100, unless the Customer has chosen to opt in for Covered Shipping.

How to Contact Us

For any issues or questions related to your order, please reach out to our customer support team via the options below.

• Live Chat: Available on our website at www.pouchmax.com
• Email: support@pouchmax.com

Please include your order number and a clear description of the issue so that we can assist you as efficiently as possible.

We appreciate your understanding and support, and we are committed to resolving any concerns in a timely manner.