Refund policy

📦 Returns & Exchanges Policy

We want you to love your PopPlate — but if something isn’t quite right, we’re here to help.

 

🕒 Return Window

We accept returns on eligible items within 14 days of delivery. To qualify, your item must be:

  • Unused, in its original condition

  • In the original packaging

  • Accompanied by a receipt or proof of purchase

Returns that do not meet these conditions may be refused.

 

🚫 Items That Cannot Be Returned

The following items are final sale and non-returnable:

  • Custom or personalized products

  • Limited edition releases

  • Gift cards

  • Items marked as "final sale"

 

📸 Damaged, Defective, or Incorrect Items

Please inspect your order within 7 days of delivery and contact us at hello@thepopplates.com if:

  • Your item arrived damaged

  • Your order is incorrect

  • There are any manufacturing defects

Provide your order number and clear photos of the issue so we can assess and resolve it quickly.

Requests made after 7 days will be reviewed at our discretion.
We reserve the right to deny requests submitted more than 30 days after delivery or in cases where damage is determined not to be related to our production or shipping process.

 

🔁 Return Instructions

To start a return, email us at hello@thepopplates.com.
Returns must be approved by our team before sending anything back.
Any item returned without prior approval will not be accepted or refunded.

Approved returns must be shipped to:

Hepha 3D Designs Ltd.
8-10711 No. 5 Road
Richmond, BC, Canada
V7A 4E6

  • Buyers are responsible for return shipping and must include tracking

  • A 15% restocking fee will apply to all approved returns (excluding damaged or incorrect items)

 

🔄 Exchanges

We currently do not offer direct exchanges.
If you'd like a different item, we recommend:

  1. Requesting a return

  2. Placing a new order once your return is approved

Please note: Limited edition products cannot be exchanged.

 

🇪🇺 European Union Cooling-Off Period

If your order is shipped to an EU address, you have the right to cancel your order within 14 days of delivery without providing a reason, as long as the item is:

  • In original condition and packaging

  • Accompanied by proof of purchase

Custom and personalized items are excluded from this policy.

 

💳 Refunds

Once we receive and inspect your return, we’ll notify you of the approval status.
If approved:

  • A store credit or exchange will be issued (unless otherwise stated)

  • We do not issue refunds for returnable items unless required by law

Refunds (if applicable) will be processed back to your original payment method within 10 business days.
Please allow additional time for your bank or credit card provider to complete the transaction.

If it has been more than 15 business days since your refund approval, contact us at hello@thepopplates.com.