Refund policy
Return & Refund Policy
Last Updated: October 8, 2026
Thank you for shopping with SecurePouch.
We want you to feel confident when ordering from us. If you're not completely satisfied with your eligible purchase, we offer a 30-day return and refund period.
Please read the following policy carefully before submitting a return request.
1. 30-Day Return Window
You may request a return within 30 days of receiving your order.
To be eligible for a standard return, the item should:
- Be unused and in its original condition.
- Be free from damage caused after delivery.
- Include original packaging where reasonably possible.
- Not show signs of excessive use, alteration, washing, or intentional damage.
Certain personalized products may be subject to additional conditions described below.
2. Personalized Products
Some SecurePouch products may be customized with names, text, colors, or other personalization details.
Because personalized products are created specifically according to the customer's requested information, they may not be eligible for a standard change-of-mind return once production has begun.
However, this does not limit any rights you may have under applicable consumer protection laws.
If a personalized product arrives damaged, defective, incorrectly personalized due to our error, or materially different from the order you placed, please contact us so we can review the issue and provide an appropriate solution.
3. Damaged, Defective, or Incorrect Items
Please contact us as soon as reasonably possible if:
- Your item arrives damaged.
- You receive the wrong product.
- Your personalization does not match the information submitted in your order because of our error.
- The product has a manufacturing defect.
- Your order is materially different from what you purchased.
Please include your order number and clear photographs of the product and packaging where applicable.
Our team will review the information and determine the appropriate solution, which may include a replacement, refund, or another reasonable resolution.
4. Free Returns
For eligible returns approved under this policy, SecurePouch provides free return assistance.
Please do not send a product back to us before receiving return instructions.
Contact:
Our team will provide the appropriate return instructions.
5. Refund Process
Once an eligible return is received and reviewed, we will process the applicable refund.
Approved refunds will generally be issued to the original payment method.
Depending on your payment provider or financial institution, it may take additional business days for the refunded amount to appear in your account.
6. Refunds for Damaged or Incorrect Products
If an item is confirmed to have been damaged during delivery, defective, or incorrectly supplied due to our error, we will work with you to provide an appropriate remedy.
Depending on the circumstances, this may include:
- A replacement item;
- A full refund;
- A partial refund where appropriate; or
- Another mutually appropriate resolution.
7. Order Cancellation
If you need to cancel an order, please contact us as soon as possible at:
We will attempt to accommodate cancellation requests before an order enters processing, personalization, or fulfillment.
Once an order has entered production or fulfillment, cancellation may not always be possible.
Nothing in this section limits any cancellation rights provided by applicable law.
8. Exchanges
We generally handle product issues through returns, replacements, or refunds rather than traditional exchanges.
If you received an incorrect, defective, or damaged item, contact us and we will determine the best solution.
9. Legal Consumer Rights
This policy is intended to operate alongside, and not replace, any mandatory consumer rights that apply to your purchase.
For example, applicable British Columbia consumer protection rules may provide cancellation or refund rights for certain online purchases when required information, delivery requirements, or other statutory requirements are not met. Consumer Protection BC
10. Contact Us
For return or refund assistance:
SecurePouch
4140 Crown Cres
Vancouver, BC V6R 2A9
Canada
Email: support@securepouch.store
Phone: (778) 288-8346