Refund policy
Last updated: July 29, 2026
This policy applies to purchases from Poppo Gifts. Return eligibility depends on whether the product is custom-made or ready-made.
Custom-made products
The following products are made or printed specifically for the customer and are not eligible for return, exchange or refund due to change of mind:
- Personalized Event Favors;
- personalized Save the Date Products;
- custom Promotional Products; and
- Wholesale Souvenirs that have been adapted to another product shape or otherwise customized.
For personalized Event Favors and Save the Date Products, we use the names, date and design reference submitted with the order. A digital proof is not normally provided. Errors in customer-submitted information are not defects.
For Promotional Products, we contact the customer by email to collect the logo and brand information and provide a digital proof. Production begins after approval. Content, spelling, placement, colors and other details approved in the proof are not grounds for return unless the finished product materially differs from the approved proof.
Ready-made Wholesale Souvenirs
Ready-made Wholesale Souvenirs sold exactly as shown may be returned conditionally. Contact us within 14 days of delivery to request authorization. The products must be unused, unaltered, complete, in their original packaging and in resellable condition. Proof of purchase is required.
Do not return products before receiving instructions from us. Unauthorized returns may be refused. For customer-requested returns, the customer is responsible for tracked return shipping. Original shipping charges, import duties, taxes, brokerage charges and other destination fees are not refundable unless required by applicable law.
Order changes and cancellations
Please contact us immediately if you need to change or cancel an order. We cannot guarantee a change or cancellation after an order has been accepted, artwork preparation has started, a proof has been approved or production has begun. Any cancellation right that cannot be excluded under applicable law remains unaffected.
Damage, incorrect items, production errors and shortages
Please inspect and count all items promptly after delivery. Visible shipping damage, incorrect products, design discrepancies and quantity shortages must be reported within 3 calendar days of the carrier’s recorded delivery date.
Email poppogiftsco@gmail.com with your order number, the shipping label, clear photographs of the outer and inner packaging, and photographs showing the affected products or quantity discrepancy. Keep all packaging until the claim has been reviewed.
If a claim is validated, we will provide an appropriate remedy, which may include completing a shortage, replacing or reproducing affected items, or refunding the affected portion of the order, depending on the circumstances and applicable law.
Claims submitted after the 3-day reporting period may be difficult to verify and may be declined where permitted by applicable law. This period does not limit rights that cannot be excluded under applicable law or claims involving defects that could not reasonably have been identified during the initial inspection.
Product appearance and reasonable variation
Screen settings, material characteristics and production processes may cause reasonable differences in color, texture, placement or finish. Minor variations that do not materially affect the product’s function or conformity with the product description or approved proof are not considered defects.
European Union and other statutory rights
Where a consumer has a mandatory right of withdrawal for a ready-made product, that right applies as required by law. Personalized goods and goods made to the customer’s specifications may be excluded from a cooling-off right. Nothing in this policy limits mandatory rights relating to faulty, damaged or misdescribed goods. Business purchases may not qualify for consumer withdrawal rights.
Refunds
We will notify you after an authorized return or claim has been reviewed. Approved refunds are issued to the original payment method, normally within 10 business days after approval. Your bank or card provider may require additional processing time. If more than 15 business days have passed since we approved a refund, contact poppogiftsco@gmail.com.
How to contact us
To request a return or report an order issue, email poppogiftsco@gmail.com. Include the order number and relevant details. Items sent without prior authorization will not be accepted.