Refund policy
90-Day Satisfaction Guarantee & Returns Policy
At Pebble & Pop, we want you to feel confident shopping for your family.
Every order is covered by our 90-Day Satisfaction Guarantee. If you are not satisfied with your purchase, contact our support team within 90 days of receiving your order to request a return or assistance.
Unused products may qualify for a refund to your original payment method. Opened or used products approved under this guarantee will normally qualify for store credit. Conditions are explained below.
How to Submit a Request
Email support@pebbleandpop.co within 90 days of delivery.
Please include:
- Your full name
- Your order number
- The email address used to place the order
- The item or items you would like to return
- The reason for your request
- Relevant photos or videos if an item is damaged, defective, incorrect, or missing parts
Our team may ask for additional information to assess your request and recommend an appropriate solution.
Product Condition and Eligibility
To qualify for a return, products must be in a condition appropriate to the type of request:
- Unused products: Items must be unused, undamaged, and in their original packaging, with all included parts and accessories.
- Opened or used products: Items may be considered under our satisfaction guarantee if they have been used according to the instructions and are returned clean, complete, and without damage beyond reasonable use.
- Damaged, defective, or incorrect products: These are handled separately under the section below.
Products intentionally damaged, modified, or used contrary to the instructions may not qualify under our voluntary satisfaction guarantee.
There is no minimum usage period required before contacting us.
Refunds and Store Credit
Approved returns of unused, unopened, and undamaged products may qualify for a refund to the original payment method.
For opened or used products, approved satisfaction guarantee claims will normally be resolved with Pebble & Pop store credit, which can be used toward a future purchase.
In certain circumstances, we may approve a refund to the original payment method for an opened or used product. Requests are reviewed individually.
These store-credit conditions apply to change-of-mind and satisfaction requests. They do not limit any rights or remedies available for defective, damaged, or incorrectly supplied products.
Original shipping charges and return-shipping costs are not refundable for change-of-mind or satisfaction returns. If the return results from our error or a verified product defect, we will cover reasonable necessary return-shipping costs.
Returning Your Products
Please contact our support team and obtain return approval before sending any items.
Approved returns must be sent to our designated return facility in the United States. We will provide the complete address and instructions after approving your request. Please do not send returns to an address printed on the original shipping package unless we specifically instruct you to do so.
For change-of-mind or satisfaction returns, customers are responsible for arranging and paying for return shipping.
We recommend using a tracked shipping service and keeping your shipping receipt until your return has been resolved. If a return is lost in transit, proof of shipment and tracking information will help us investigate with the carrier.
Returns sent without approval or to an incorrect address may be delayed or unable to be processed.
Return Inspection
Returned products may be inspected before a refund or store credit is issued.
Please include all items, accessories, instructions, and components covered by the approved return. Include the original packaging where available; it is required for returns submitted as unopened products.
If items or components are missing, or a product has damage beyond reasonable use, we may reduce the approved amount. We will explain any proposed deduction.
For a full bundle return, any free promotional products included with that bundle must also be returned. For partial returns, we will explain any adjustment to the bundle or promotional pricing before you send the items back.
Damaged, Defective, or Incorrect Products
Please inspect your order when it arrives. If an item is damaged, defective, incorrect, or missing parts, contact support@pebbleandpop.co as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photos or videos showing the issue, where reasonably possible
- Photos of the packaging and shipping label, if relevant
Once we have assessed the issue, we will work with you to arrange an appropriate solution, which may include replacement parts, a replacement product, or a refund.
If a product appears broken or unsafe, stop using it and keep it away from children. Please retain the product and packaging until we confirm whether a return is necessary. We will not ask you to demonstrate unsafe use to document a defect.
Exchanges
If you would like a different item, contact our support team. We will confirm whether an exchange is available or whether you should return the original item and place a new order.
Order Cancellations
To request a cancellation or change, email support@pebbleandpop.co as soon as possible.
We cannot guarantee changes or cancellations once an order has entered processing or fulfillment.
If your order has already shipped, you may request a return under this policy after delivery.
Refusing delivery does not automatically cancel an order or complete a return. Any applicable return-to-sender charges will be explained before a refund is finalized.
Processing Approved Refunds and Store Credit
Once your approved return has been received and inspected, we will email you with the outcome.
Approved store credit will be sent electronically to the email address associated with your order.
Approved refunds will be processed to your original payment method within seven business days. Your bank or payment provider may require additional time to display the refund.
If more than seven business days have passed since your refund approval and you have not received a confirmation, contact us for assistance.
Requests We May Decline or Reduce
Under our voluntary 90-day satisfaction guarantee, we may decline or reduce a request if:
- It is submitted more than 90 days after delivery.
- The product has been intentionally damaged, altered, or misused.
- Essential items, accessories, or components are missing.
- The returned items do not match the approved request.
- Information reasonably necessary to assess the request is not provided.
- There is evidence of fraud or abuse of the guarantee.
We will explain the reason for any decision to decline or reduce a request.
Your Consumer Rights
This policy provides an additional voluntary satisfaction guarantee. It does not limit any rights or remedies available under applicable consumer protection laws.
Contact Us
For help with returns, replacements, refunds, or our 90-Day Satisfaction Guarantee, email:
Please include your order number so we can assist you promptly.