Refund policy

Pock Refunds & Resolutions Policy

1) Change-of-mind purchases

We do not offer returns, exchanges, or refunds for change of mind, including (but not limited to): ordering the wrong item, deciding you no longer want the product, preference changes (colour/model), or finding the same item cheaper elsewhere.

2) Your rights under Australian Consumer Law (ACL)

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law. If a product has a problem and doesn’t meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement, or refund, depending on the issue. Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under the ACL.

3) What we will resolve (eligible issues)

A) Faulty / defective items (consumer guarantee issues)

If your console is faulty or not as described, contact us and we will assess the issue and provide the appropriate remedy in line with the ACL:

- Major failure: you may choose a refund or replacement (and may also be entitled to compensation for reasonably foreseeable loss).
- Minor failure: we will offer a repair (or replacement if repair isn’t available or can’t be done within a reasonable time).

How to lodge a claim: Email support@trypock.com with your order number, a clear description of the issue, and any photos/videos requested to help us diagnose it. We may troubleshoot first before arranging a remedy.

Returns for assessment/repair: If the item needs to be inspected, repaired, or replaced, we’ll provide return instructions. Where required under the ACL, we will cover or reimburse reasonable return postage/shipping costs for eligible claims.

B) Damaged in transit (delivery damage)

If your parcel arrives visibly damaged:

- Email support@trypock.com within 48 hours (2 days) of delivery
- Include clear photos of the product, internal packaging, and outer shipping box/label

This timeframe is required so we can investigate promptly and, where relevant, lodge a courier claim. This does not limit your ACL rights for faulty/non-conforming goods.

C) Wrong item received

If you received the wrong product:

- Email support@trypock.com within 48 hours (2 days) of delivery
- Include a photo of the item received and your order number

We’ll confirm the issue and arrange the appropriate resolution.

D) Order marked delivered but not received

If tracking shows “delivered” but you did not receive your order, check neighbours/reception/building management first, then email support@trypock.com with your order number and delivery photos if you have them.

1-Year Warranty

Every Pock order includes a 1-Year Warranty. If your device has an issue or stops working, reach out within 365 days. We’ll repair or replace it at no cost to you.