Refund policy

Please note, our products are fulfilled by multiple apparel suppliers. Specific terms and conditions will be noted on actual product page.

All products are uniquely made to order. Therefore, we do not support returns or exchanges if you ordered the wrong size/color, or provided incorrect shipping details. You are responsible for capturing the correct information.

However, there are a few circumstances where you can ask for a refund. How we handle your refund request is determined by your order status. Some items are final sale and will be noted on the actual product page.

If your order has yet to be sent to production, we will issue a full refund immediately.

When your order status is "In Production", "Production completed", or "Qualified", we will deduct the cost of the products and refund you the rest of the amount.

After your order is shipped out, we do not accept refunds unless you receive a defective or wrong item.

In case of a defective or wrong item, please contact our customer service within 30 days of delivery (before your order status turns "Complete") and provide your order ID number as well as clear pictures/videos of the issue to our official email address hello@popthrillapparel.com. After verification, our customer service team will apply the appropriate after-sales policy depending on the damaged/defective situation.

Before production, you may directly cancel an order on the Order Details page. Once production begins, you can ask for a refund by filling out the form in the Contact page.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@popthrillapparel.com.