Refund policy

Returns & Refunds Policy

At POPACRYLIC, we want you to be delighted with your order. If something isn’t quite right, eligible items (non-custom and non–made-to-order) can be returned for a refund as long as you notify us within 14 days of delivery and return the item within the following 14 days, in original or equivalent protective packaging and in a resalable condition. This does not affect your statutory rights.

❖ Eligibility for Return

✅ Eligible: Standard (non-custom) products purchased at full retail price or with standard promotions
❌ Not eligible (unless faulty):

  • Custom / made-to-order items
  • Items that have been used beyond reasonable handling
  • Items missing essential parts or in an unsellable condition

Custom products are produced especially for you, therefore they are non-returnable and non-refundable unless defective or not as described.

❖ How to Request a Return

To start a return, please email us at support@pop-acrylic.com within 14 days of delivery, including:

  • Your order number

  • The product(s) you wish to return

  • The reason for return

Once approved, we will provide the return address. Items must be shipped within 14 days after approval.

📌 For change-of-mind returns, the customer is responsible for the return shipping cost.
We strongly recommend using a tracked and insured service, as the customer is responsible for the safe return of the item.

❖ Condition of Returned Goods

Returned items must be:

  • Unused or only handled as reasonably necessary

  • Including all accessories and components

  • In original or equivalent protective packaging

We cannot accept returns damaged during transit due to insufficient packaging.

❖ Refunds

Refunds will be issued to your original payment method (including gift cards) once the return has been received and inspected.
Please allow:

  • 2–3 business days for processing after receipt

  • 7–10 business days for funds to appear in your account

📌 Original shipping fees are non-refundable for change-of-mind returns.
📌 If the product is faulty or we made a mistake, we will refund the product cost and original shipping.

❖ Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us as soon as possible (ideally within 48 hours, and no later than 7 days of delivery) at support@pop-acrylic.com with:

  • Order number

  • Description of the issue

  • Photos clearly showing the product and both inner & outer packaging

Please keep all packaging and the product until we confirm next steps.
Once reviewed, we will offer a replacement or full refund.
Where a defect is confirmed, we will cover the cost of return shipping and reshipment.

This does not affect your statutory rights.

❖ Lost or Missing Orders

If tracking shows no movement for a prolonged period, or your order is marked delivered but you have not received it:

  1. Check tracking updates and any collection point notices

  2. If still unresolved, contact us within 14 days of the marked delivery date, or within 30 days of dispatch (whichever is earlier)

If the carrier confirms the parcel is lost, we will replace or refund the order.
Refunds or replacements can only be issued once the carrier’s investigation is completed.

❖ Exchanges

For non-faulty items, please follow the return process and place a new order for the item you prefer.
For faulty products, a like-for-like replacement will be arranged where available.

❖ Consumer Rights

Nothing in this policy affects your legal rights under applicable consumer protection laws.

❖ Contact

If you have any questions, please reach us at:
📩 support@pop-acrylic.com