Widerrufsrecht

Refund Policy

Last updated: 1st May 2026

At POC Gifts, every product we make is personalised and made to order — created uniquely for you based on the names, photos, text, or specifications you provide at checkout. Because each item is custom-produced and cannot be resold, this policy reflects the bespoke nature of our products. Please read it carefully before placing your order.

By completing checkout, you confirm that you have read, understood, and agreed to this Refund Policy.

1. All Personalised Products Are Non-Refundable

All POC Gifts products — including but not limited to personalised canvases, framed prints, posters, illustrated portraits, family bouquets, birth flower designs, pet portraits, and any item bearing custom names, dates, photographs, text, or bespoke artwork — are produced specifically for the customer.

Once an order has entered production, all sales are final and non-refundable. This applies regardless of change of mind, gifting circumstances, recipient preference, or delivery timing.

This non-refundable status is disclosed (a) on each product page, (b) at checkout, (c) in your order confirmation email, and (d) in this policy, which is linked in the website footer and on the checkout page.

2. Cancellation Window (30 Minutes)

If you change your mind, you may cancel or amend your order within 30 minutes of placing it by emailing cs@pocgifts.com. After 30 minutes, our artists will typically have begun work and cancellation requests will be granted only at our sole discretion. Once a digital proof has been generated or production has begun, the order can no longer be cancelled.

3. Digital Proof and Approval

For most orders, we send you a digital proof of your artwork by email and SMS to the contact details you provided at checkout, before the item enters physical production.

• It is your responsibility to monitor the email inbox and phone number you provided for proof delivery, including spam and junk folders.
• You are entitled to three free change requests within the 12-hour proof review window. Additional change requests after the three free amendments are chargeable.
• If you do not respond to the digital proof within the review window, the proof will be deemed approved and the order will proceed to production. Non-response, lack of email open, or failure to receive the proof due to incorrect contact details provided by you does not entitle you to a refund or replacement.
• Once you have approved a proof — explicitly or by non-response — the artwork is locked and the order is non-refundable.

4. Photo Quality and Customer Responsibilities

When we create your artwork, we use the photo and details you provide at checkout. It is your responsibility to:

• Submit a high-quality, high-resolution photo that meets our submission guidelines.
• Provide accurate spelling for all names, dates, and custom text.
• Provide a complete and accurate shipping address.
• Provide a working email address and phone number for proof delivery.

Low-quality photos will result in a lower-quality finish, and we cannot offer refunds on this basis. We may notify you if a submitted photo is unsuitable, but it is not our responsibility to chase you for a replacement. If you fail to provide a usable photo or correct details after we have notified you, no refund will be issued.

We may make minor edits on request (red-eye removal, eye colour correction, etc.) but we cannot guarantee special requests — for example, we cannot edit a photo to open or close a mouth, add a smile, or significantly alter facial features.

5. Damaged, Wrong, or Defective Items

If you receive the wrong product, the wrong size or print, or an item damaged in transit, we will replace it free of charge — your satisfaction matters to us.

To process a replacement, you must contact us at cs@pocgifts.com within 72 hours of delivery and provide:

a) Clear photos and a short video of the damaged or incorrect product. b) A clear photo of the outer packaging box or mailer at the time of delivery. c) A clear photo of the shipping label on the package.

Replacement requests submitted after 72 hours, or without the required evidence, cannot be processed.

Replacement does not constitute a cash refund.

6. Shipping, Delivery, and Address Accuracy

• Estimated production and delivery times are provided as guidelines, not guarantees. Delays caused by carriers, customs, weather, or other circumstances outside our control are not grounds for a refund.
• It is your responsibility to provide a complete and accurate shipping address at checkout. We are not liable for orders delivered to addresses provided incorrectly by the customer, and no refund will be issued in such cases.
• Once a carrier marks an item as delivered to the address provided, the order is deemed delivered. Lost-after-delivery, theft from doorstep, or misplacement at the delivery address are not grounds for a refund. We will provide tracking documentation on request to assist with carrier claims.
• If a parcel is returned to us as undeliverable due to an incorrect address or failure to collect, the customer is responsible for the cost of reshipment.

7. Manufacturing Tolerances

Due to the nature of the manufacturing process, the actual finished size of canvases, blankets, and printed products may differ by +/- 1.5 inches from the listed dimensions. This is normal and is not grounds for a refund.

8. Contact Us First — Chargeback Policy

If you have any concern about your order, please contact us first at cs@pocgifts.com. We are committed to resolving all genuine issues quickly and fairly. The vast majority of concerns can be addressed within 24 hours of your message.

Initiating a chargeback or payment dispute with your bank without first contacting us is a breach of these terms and a violation of our agreement with you at the point of sale. Filing a chargeback for an order that has been produced and delivered in line with this policy — particularly a personalised, made-to-order item — constitutes friendly fraud and will be contested with full evidence, including:

• Proof of order placement and your acceptance of this policy at checkout.
• The digital artwork proof sent to you and any approval (explicit or by non-response).
• Carrier tracking confirming delivery to the address you provided.
• Records of any attempts we made to contact you regarding the order.

We reserve the right to recover any costs, fees, and losses incurred as a result of an invalid chargeback, and to refuse future orders from customers who file invalid disputes.

9. Promo Codes and Sales

• Only one promo code may be used per order. Promo codes are non-transferable, non-combinable, and may have exemptions or minimum-spend requirements.
• Promo codes are subject to change or withdrawal at any time.
• Shipping charges are calculated on the cart total after promo codes have been applied.
• Retroactive discounts cannot be honoured. You must apply your code at checkout.
• Sale and promo-code orders follow the same refund policy as full-price orders.

10. Changes to This Policy

We may update this policy from time to time. The version in effect at the time of your order is the version that applies to your purchase. The current version is always available at pocgifts.com/policies/refund-policy.

11. Contact

For all order, refund, or replacement enquiries: Email: cs@pocgifts.com