Refund policy

 

At Pumkin, your satisfaction is important to us. This policy explains our money-back guarantee, returns, exchanges and refunds.

This policy should be read alongside our Terms of Service. Nothing in this policy excludes, restricts or limits any rights or remedies available to you under applicable consumer-protection law.

1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on eligible first-time purchases made directly from Pumkin.

If you are not satisfied with your first purchase of a Pumkin product, contact us at info@pumkin.co within 30 days of delivery. If your claim is approved, we will refund the purchase price paid for the eligible product.

A return will not be required in most cases. However, we may request photographs, additional information or the return of unopened products before approving a refund. For multi-bottle orders, we may require any unopened additional bottles to be returned.

Important conditions

  • The guarantee applies only to your first purchase of a particular Pumkin product.

  • Claims are limited to one refund per product type, per customer.

  • The request must be submitted within 30 days of the recorded delivery date.

  • Shipping, handling, express delivery and optional shipping-protection charges are non-refundable unless required by law.

  • The guarantee covers the amount paid for the eligible product after any discounts.

  • An exchanged or replacement product does not receive a new 30-day guarantee period.

  • Purchases made through third-party sellers or marketplaces are not covered by Pumkin’s guarantee and must be returned through the original seller.

  • We may refuse claims that contain false information or show evidence of fraud, misuse or repeated abuse of the policy.

Our 30-day guarantee is additional to, and does not replace, any statutory rights you may have.

2. Subscriptions and Repeat Orders

Pumkin does not automatically enrol customers into a subscription when they select a one-time purchase. A recurring subscription begins only when a customer actively selects a subscription option during checkout.

Subscription renewals and repeat orders placed after your first purchase are not covered by the 30-day money-back guarantee.

However, a subscription or repeat order may be eligible for a standard return if:

  • You contact us within 30 days of delivery.

  • The product remains unopened, unused and in its original sealed packaging.

  • You receive return authorisation from us before sending the product.

  • The product is returned to the address provided by our support team.

  • You are responsible for return shipping costs unless the product is faulty, incorrect or damaged.

Refunds are issued only after the returned product has been received and inspected. Original shipping, handling and shipping-protection charges are non-refundable unless required by law.

You may cancel future subscription renewals at any time through your account, where available, or by emailing info@pumkin.co. To avoid being charged for an upcoming renewal, please cancel before the order enters processing. We recommend contacting us at least 24 hours before your next scheduled billing date.

Cancelling a subscription prevents future renewals. It does not automatically cancel or refund an order that has already been processed.

3. Order Cancellations

If you need to cancel or amend an order, email info@pumkin.co as soon as possible.

We will make every reasonable effort to stop the order before dispatch. However, because orders may enter processing quickly, we cannot guarantee cancellation or amendment after an order has been placed.

We do not charge a cancellation or restocking fee when an order is successfully cancelled before dispatch.

Once an order has been dispatched, it can no longer be cancelled through our fulfilment system. You may still be able to return the order after delivery in accordance with this policy and any applicable statutory rights.

Address changes cannot be guaranteed after dispatch. Once an order is with the carrier, you may also need to contact the carrier directly.

4. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective or incorrect, please contact info@pumkin.co as soon as possible, preferably within seven days of delivery.

Include:

  • Your order number.

  • A description of the issue.

  • Clear photographs or a short video showing the product and its packaging.

After reviewing the issue, we will arrange an appropriate remedy, which may include a replacement or refund. Where the issue is caused by Pumkin or occurred during transit, you will not be charged additional shipping costs.

Please do not discard the affected product or packaging until we confirm that it is no longer required, as it may be needed for quality-control or carrier-investigation purposes.

The seven-day notification request helps us resolve issues quickly and does not limit any rights you may have under applicable consumer law.

5. Exchanges

To request an exchange, contact info@pumkin.co before returning anything.

Unless the product is faulty, damaged or incorrect, it must be unopened, unused and in its original sealed packaging. Once the return has been accepted, we may arrange a replacement or ask you to place a new order.

An exchange does not restart or extend the original 30-day guarantee period.

6. Lost, Stolen or Undelivered Packages

Lost in transit

If tracking does not show delivery and your package appears to be lost in transit, contact info@pumkin.co.

We will investigate the shipment with the carrier. Once the investigation has been completed, we may arrange a replacement or refund where appropriate. We may ask you to provide additional information or complete a statement confirming non-receipt.

Tracking shows “delivered”

If tracking shows that the package was delivered to the address provided at checkout but you cannot locate it, please:

  1. Check around the delivery location and any designated safe place.

  2. Ask household members, neighbours, reception staff or building management.

  3. Contact the carrier using the tracking number.

  4. Contact us if the package still cannot be located.

Packages confirmed by the carrier as delivered to the correct address are not automatically eligible for a refund or free replacement, except where required by law. We will still review the available delivery evidence and assist where reasonably possible.

Incorrect or incomplete addresses

Customers are responsible for providing a complete and accurate delivery address at checkout.

We may be unable to provide a free replacement or full refund where an order is lost, delayed or returned because the customer supplied an incorrect or incomplete address.

If the package is returned to us as undeliverable, we will contact you. Additional shipping charges may apply if you request reshipment. If a refund is approved, original shipping charges and any carrier return fees may be deducted where permitted by law.

7. How to Request a Return

Do not send a product back without first receiving return authorisation.

To request a return:

  1. Email info@pumkin.co with your order number, the product you wish to return and the reason for the return.

  2. Wait for our team to confirm whether the return is eligible.

  3. Follow the return instructions and use the return address provided by our team.

  4. Package the product securely and retain proof of postage.

Products sent to an unauthorised address or returned without prior approval may not be accepted or processed.

8. Return Shipping and Original Delivery Costs

Unless otherwise required by law:

  • Shipping, handling, express-delivery and shipping-protection charges are non-refundable.

  • Customers are responsible for return shipping on standard returns, repeat orders and subscription orders.

  • Pumkin will cover reasonable return or replacement shipping costs where the product is faulty, damaged, incorrect or where we are otherwise legally required to do so.

  • If we provide a prepaid return label for a return that is not caused by a product fault or Pumkin error, its cost may be deducted from the refund where permitted by law.

  • Any return remains your responsibility until it reaches the authorised return address. We recommend using a tracked service and keeping proof of postage.

9. Refund Processing

Approved refunds will be issued to the original payment method wherever possible.

We will email you when your refund has been approved and processed. After processing, your bank, card provider or payment service may require additional time to make the funds available.

We are not responsible for delays caused by your financial institution or payment provider.

10. UK and European Consumers: Right of Withdrawal

If you are a consumer in the United Kingdom or European Economic Area and your purchase qualifies for a statutory right of withdrawal, you may notify us that you wish to cancel within 14 days beginning the day after you receive the goods.

After notifying us, you must return the eligible goods within the further period required by applicable law.

To exercise this right, email info@pumkin.co with your order number and a clear statement that you wish to cancel.

Where applicable:

  • Products must be returned in a condition that allows them to be resold.

  • Sealed ingestible products that are unsuitable for return for health or hygiene reasons may lose their statutory cancellation eligibility once opened or unsealed.

  • You are generally responsible for return shipping unless the product is faulty, incorrect or we have agreed otherwise.

  • We will refund the price paid and any qualifying standard outbound delivery charge.

  • Additional amounts paid for express or premium delivery are not refundable beyond the cost of standard delivery.

  • Refunds will be made within the period required by applicable law and may be withheld until we receive the goods or evidence that they have been returned, where legally permitted.

These withdrawal rights are separate from Pumkin’s voluntary 30-day money-back guarantee.

11. Australian and New Zealand Consumer Rights

For customers in Australia, our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

For customers in New Zealand, your rights under the Consumer Guarantees Act 1993 may apply.

If a product is faulty, unsafe, materially different from its description or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances.

Pumkin’s 30-day money-back guarantee is offered in addition to these statutory rights and does not replace or limit them.

12. International Returns

For orders returned from outside the country from which they were dispatched, the customer is responsible for return shipping costs and any associated customs charges, duties or taxes unless:

  • The product is faulty, damaged or incorrect.

  • The return is caused by an error by Pumkin.

  • Applicable law requires us to cover those costs.

Original import duties or taxes paid directly to local authorities may not be refundable by Pumkin. You may need to request reimbursement from the relevant authority.

Always contact info@pumkin.co before sending an international return.

13. Policy Amendments

We may update this policy from time to time. Any changes will take effect when published on our website and will apply to orders placed after the updated policy becomes effective.

Changes will not retroactively reduce the rights attached to orders already placed and will not affect any non-excludable rights under applicable law.

14. Contact Us

For return, refund, subscription or order enquiries, please contact:

Pumkin
Email: info@pumkin.co

Please include your order number so we can assist you as quickly as possible. We aim to respond within two business days.