Refund Policy — Pourly

Overview

At Pourly, we want you to be completely satisfied with your purchase. This Refund Policy outlines the conditions under which we accept returns and issue refunds for products purchased through pourly.ca.

Return Eligibility

You may request a return within 30 days of receiving your order, provided the following conditions are met:

The product is unused, unopened, and in its original packaging
The product is not damaged due to mishandling after delivery
You have your order confirmation or proof of purchase

Non-Returnable Items

The following items cannot be returned:

Opened or used soda syrup containers
Products that have been tampered with or show signs of use
Items purchased on final sale or clearance (if applicable)

How to Request a Return

To initiate a return, please contact us at hello@pourly.ca with:

Your order number
The item(s) you wish to return
The reason for the return

We will respond within 2 business days with return instructions, including a return shipping address.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to a Pourly error (wrong item shipped, defective product, or damaged in transit). We recommend using a trackable shipping method, as we cannot guarantee receipt of items shipped without tracking.

Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or credit card company may take additional time to post the refund to your account.

Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 48 hours of delivery at hello@pourly.ca with:

Your order number
Photos of the damage or defect
A description of the issue

We will arrange a replacement or full refund at no additional cost to you, including return shipping.

Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please return the original item for a refund and place a new order.

Late or Missing Refunds

If you have not received your refund within the expected timeframe:

Check your bank or credit card statement again
Contact your bank or credit card company — processing times may vary
If you have done both and still have not received your refund, contact us at hello@pourly.ca

Order Cancellations

If you need to cancel an order, please contact us as soon as possible. Orders that have not yet been shipped can be cancelled for a full refund. Once an order has shipped, it is subject to our standard return policy.