Refund policy

Thank you for shopping with us. Please read this policy carefully before placing an order, as it explains your rights and our obligations under UK consumer law.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where these laws apply, they take precedence over this policy.

Right to Cancel (Change of Mind)

Under UK law, you have the right to cancel your order within 14 days of receiving your goods for most items purchased online, without giving any reason.

If you choose to cancel under this right:

You must notify us within 14 days of delivery.
You then have a further 14 days to return the item.
Items must be unused, unmodified, and returned in their original condition and packaging.
Original delivery costs will be refunded (excluding any premium delivery options).
You are responsible for return postage costs.

Made-to-Order Products

Some of our products are made-to-order or prepared specifically after an order is placed.

Items that are clearly personalised or custom-made to your specific requirements are not eligible for cancellation once production has begun, except where they are faulty or not as described.

Products that are made-to-order but not personalised remain subject to your statutory cancellation rights.

Damaged, Defective, or Incorrect Items

Transit Damage, Delivery Defects, or Incorrect Items

If your order arrives:

damaged during transit,
defective due to delivery-related issues, or
containing the wrong item,

you must notify us within 5 days of delivery by contacting Noppitlab@gmail.com.

Prompt notification allows us to investigate the issue with the delivery provider and assess the condition of the item as received. We may request photos, videos, or additional information to support the claim.

Failure to notify us within this 5-day period may affect our ability to treat the issue as delivery-related, but it does not affect your statutory rights in relation to faulty or misdescribed goods.

Faulty Goods (Non-Transit Related)

If an item develops a fault or is found to be defective for reasons not related to delivery, your rights are covered by the Consumer Rights Act 2015.

Under this law:

Within 30 days of delivery, you are entitled to reject faulty goods for a full refund.
After 30 days, we may offer a repair or replacement before issuing a refund.
If a fault is confirmed, we will cover reasonable return postage costs.

Non-Returnable Items

The following items are non-returnable for change-of-mind cancellations once production has begun, except where they are faulty or not as described:

Pwnagotchi
Pwnagotchi Kit
Pwnagotchi Case

These items may involve security-sensitive configuration, software preparation, or irreversible assembly steps.

Condition of Returned Items

Returned items must be:

Unused and unmodified (unless faulty)
In original packaging with all accessories and documentation
Accompanied by proof of purchase

We reserve the right to make a deduction from the refund if the item shows signs of handling beyond what is necessary to inspect it.

Return Process

To initiate a return or report an issue, please email Noppitlab@gmail.com with:

Your order number
A description of the issue
Any relevant photos or supporting information

Returns must not be sent without prior contact and approval. Items returned without authorisation may be refused and returned to the sender.

Refund Processing

Approved refunds will be issued to the original payment method. Please allow up to 14 days from receipt of the returned item (or proof of return) for the refund to be processed. Processing times may vary depending on your payment provider.