Terms of service

Effective Date: July 2026

Welcome to CharmPocket.store. We sincerely appreciate your trust in choosing us for your cute accessories, handmade keychains, plush charms, bag pendants, and lifestyle collectibles. Our goal is to provide every customer with a pleasant shopping experience, from placing an order to receiving a product they truly love.

We understand that sometimes a return or refund may be necessary. This Return & Refund Policy explains your rights, our responsibilities, and the procedures for requesting a return, replacement, exchange, or refund. By placing an order through CharmPocket.store, you acknowledge that you have read and agreed to the terms outlined below.

Our Happiness Promise

At CharmPocket.store, we believe shopping should be fun, stress-free, and enjoyable. Every order is carefully prepared and inspected before shipment to ensure it meets our quality standards.

If something isn't right with your order, we encourage you to contact us before leaving negative feedback or opening a payment dispute. Our support team is committed to finding a fair and timely solution for every customer.

Customer satisfaction remains one of our highest priorities.

30-Day Return Policy

We proudly offer a 30-day return period.

You may request a return within 30 calendar days after receiving your order.

To qualify for a return, the product should:

  • Be returned within 30 days of delivery.
  • Be in its original condition.
  • Be unused or show only minimal signs of inspection.
  • Include original accessories whenever possible.
  • Be securely packaged for safe transportation.

Please contact our customer support team before returning any item. Returns sent without prior approval may experience delays or may not be accepted.

Eligible Refund Reasons

We are happy to offer refunds or replacements under circumstances including, but not limited to:

Damaged Upon Arrival

If your item arrives damaged during transportation, please contact us as soon as possible.

To help us process your request quickly, please provide:

  • Your order number.
  • Clear photographs of the damaged item.
  • Photos of the shipping package.
  • Photos of the shipping label if available.

Once verified, we may offer:

  • A full refund.
  • A replacement.
  • Store credit if preferred.

Incorrect Item Received

Although every order is carefully checked before shipping, mistakes can occasionally happen.

If you receive the wrong product, colour, style, or variation, please notify us within the return period.

After verification, we will arrange an appropriate solution.

Missing Items

If your package arrives with missing products, please contact us immediately.

Our support team will investigate the shipment and provide a replacement or refund when appropriate.

Defective Products

If your product has a manufacturing defect that affects normal use, please notify us promptly.

Examples include:

  • Broken hardware.
  • Detached components.
  • Defective stitching.
  • Faulty construction.
  • Material defects.

Natural variations in handmade products are not considered manufacturing defects.

Handmade Product Notice

Many products sold by CharmPocket.store are handmade or handcrafted.

Because of this, slight differences may naturally occur, including:

  • Colour variations.
  • Stitch placement.
  • Fabric texture.
  • Shape.
  • Size.
  • Handmade finishing details.

These small variations make each item unique and should not be considered defects.

Colour Disclaimer

Actual product colours may vary slightly because of:

  • Different monitor settings.
  • Mobile device displays.
  • Screen brightness.
  • Lighting conditions during photography.

These natural differences do not qualify as product defects.

Size Tolerance

Due to manual production and measurement, products may vary slightly in size.

Minor measurement differences are considered normal and are not eligible for refunds.

Non-Returnable Items

For hygiene, safety, or product integrity reasons, certain items cannot be returned unless they arrive damaged or defective.

Examples may include:

  • Personalised products.
  • Custom-made keychains.
  • Special order items.
  • Final sale products.
  • Promotional giveaway items.
  • Gift cards.
  • Digital products.
  • Clearance merchandise where stated.

Change of Mind

We understand preferences can change.

If you simply decide you no longer want the product, you may still request a return within the eligible return period.

In these situations:

  • The item must remain unused.
  • Original packaging should be included.
  • Return shipping costs are generally the customer's responsibility.

Original shipping charges are generally non-refundable unless required by applicable consumer protection laws.

Exchanges

If you would like a different:

  • Colour
  • Design
  • Style
  • Variation

please contact us before returning your item.

Exchanges are subject to inventory availability.

If the requested item is unavailable, we may instead provide:

  • A refund.
  • Store credit.
  • An alternative product upon your approval.

Return Shipping

Customers are generally responsible for return shipping costs unless:

  • We shipped the wrong item.
  • The product arrived damaged.
  • The item contains a verified manufacturing defect.

We recommend using a shipping service that provides:

  • Tracking.
  • Delivery confirmation.
  • Insurance for valuable packages.

CharmPocket.store cannot be responsible for returns lost during transit.

Refund Processing

After receiving your returned item, our team will inspect it carefully.

Inspection generally takes 2–5 business days.

Once approved, refunds are processed to the original payment method.

Depending on your payment provider, refunds may appear within:

  • Credit cards: 5–10 business days.
  • Debit cards: 3–10 business days.
  • PayPal: typically within several business days.
  • Other payment providers according to their processing schedules.

Processing times may vary depending on your financial institution.

Partial Refunds

Partial refunds may apply in situations such as:

  • Returned items showing signs of use.
  • Missing original accessories.
  • Missing packaging.
  • Minor customer-caused damage.
  • Returned products that cannot be resold as new.

Each situation is reviewed individually.

Order Cancellation

Orders may be cancelled before shipment.

If your order has not entered fulfilment, we will gladly issue a full refund.

Once an order has shipped, cancellation is no longer possible, and the standard return procedure will apply.

Refused Deliveries

If a shipment is refused without prior communication, additional costs charged by the carrier may be deducted from any applicable refund.

These charges may include:

  • Return shipping.
  • Customs processing.
  • Carrier handling fees.

Failed Delivery

Customers are responsible for providing an accurate shipping address.

If a package cannot be delivered because of:

  • Incorrect address.
  • Incomplete address.
  • Failure to collect from the carrier.
  • Failure to respond to delivery attempts.

additional shipping charges may apply for reshipment.

Lost Packages

If your shipment appears lost during transportation, please contact us immediately.

We will work with the shipping carrier to investigate the delivery.

Once the investigation concludes, we will determine the most appropriate resolution, which may include:

  • Replacement shipment.
  • Refund.
  • Store credit.

Customs and Import Duties

International customers may be responsible for customs duties, taxes, VAT, or import fees imposed by their local authorities.

These charges are not included in product prices unless explicitly stated.

Customers are responsible for complying with their country's import regulations.

Fraud Prevention

To protect both customers and our business, we reserve the right to request additional information before approving certain refund requests.

Examples include:

  • Product photographs.
  • Packaging photographs.
  • Proof of damage.
  • Identity verification when necessary.

Fraudulent refund claims may be declined.

Abuse of Our Return Policy

CharmPocket.store reserves the right to refuse future orders or return requests from customers who repeatedly abuse our return system, including:

  • Excessive returns.
  • False claims.
  • Intentional misuse.
  • Fraudulent chargebacks.

Chargebacks

Before initiating a payment dispute or chargeback, we kindly ask customers to contact our support team.

Most concerns can be resolved much faster through direct communication.

Unnecessary chargebacks may delay the resolution process.

Environmental Responsibility

Whenever possible, we encourage customers to avoid unnecessary returns.

Returning products increases transportation emissions and packaging waste.

If you have questions before purchasing, our customer service team is always happy to help you choose the right item.

How to Request a Return

Please contact us with the following information:

  • Order number.
  • Customer name.
  • Email address used for purchase.
  • Description of the issue.
  • Photos if applicable.

Our support team will provide return instructions once your request has been reviewed.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us.

CharmPocket.store

Address
851 Chem. des Moulins
Montréal, QC H3C 2H9
Canada

Email
support@CharmPocket.store

Phone
(866) 222-3457

Final Statement

At CharmPocket.store, every keychain, plush charm, and handmade accessory is selected to bring a little more joy to everyday life. We are committed to providing quality products, transparent policies, and friendly customer service you can rely on. If any issue arises with your order, our team will always strive to resolve it fairly, promptly, and with care, ensuring that your experience with CharmPocket.store remains as delightful as the products we create.