Returns & Refunds Policy

Effective Date: June 1, 2026
Last Updated: June 10, 2026

Our Promise to You

Buying a play mat online without seeing it, touching it, or letting your baby try it out takes a leap of faith. We get it. That's why Poco Koko offers 30-day no-questions-asked returns with free return shipping on every order. Unroll it, lay it down, let your little one crawl, nap, and make a mess on it. If it's not the right fit for your family, we'll take it back — no interrogation, no restocking fees, no hoops to jump through. Just email us and we'll handle the rest.

The Quick Version

What	Details
Return window	30 days from delivery
Return shipping	FREE — we email you a prepaid label
Condition	Opened, unrolled, and lightly used is totally fine
Refund method	Back to your original payment method
Refund timeline	5–10 business days after we receive the mat
How to start	Email hello@pocokoko.com with your order number

30-Day Return Window

You have 30 full days from the date your mat is delivered to decide if it's a keeper. We chose 30 days (instead of the 14 or 15 some brands offer) because real life with a baby is unpredictable — teething weeks, travel, family visits. You deserve time to actually try the mat in your home before committing.

The clock starts the day the tracking shows "delivered." If day 30 lands on a weekend or holiday, you're covered through the next business day.

Free Return Shipping

When you start a return, we'll email you a prepaid shipping label within 1 business day. Tape it to the original box (or any sturdy box), drop it at any UPS or USPS location, and you're done. You don't pay a cent for return shipping. Ever.

What Condition Does the Mat Need to Be In?

Honestly? We know this mat is going to be used. That's the whole point. Here's our real-world policy:

Opened and unrolled — perfectly fine
Lightly used, with normal wipe-downs — perfectly fine
Minor scuffs, spit-up stains that cleaned up, pet hair — perfectly fine
Extensive damage, permanent staining, tears, strong odors, or signs of abuse — we may offer a partial refund (a deduction of up to 20% of the purchase price, assessed case by case and communicated to you before processing)

We're not the mat police. If your baby lived on it for three weeks and it just didn't work for your space, send it back — we'll refund you in full.

How to Start a Return

It's a one-email process:

Email hello@pocokoko.com from the address you used at checkout
Include your order number (starts with #PK) and a quick note on the reason (helps us improve, but totally optional detail)
We'll reply within 1 business day with your prepaid return label and drop-off instructions
Ship it back and we'll take it from there

No returns portal to log into, no forms to fill out, no RMA numbers to track. Just email.

Refund Timeline & Method

Once your return arrives at our warehouse:

We inspect within 1–2 business days
Refund is issued to your original payment method (credit card, PayPal, Shop Pay, etc.)
It takes 5–10 business days for the refund to post, depending on your bank

You'll get an email confirmation the moment we issue the refund so you know it's on the way.

Exchanges

Want a different size or color? Same easy process:

Email hello@pocokoko.com with your order number and what you'd like instead
We'll send a prepaid return label for your current mat
Once your return is on its way, we ship the replacement — no need to wait for the original to arrive back

Exchanges are free. You only pay the price difference if you're sizing up (or we refund the difference if you're sizing down).

Damaged or Defective on Arrival

If your mat arrives damaged, defective, or with missing pieces, we'll make it right immediately — no return needed, no photos of a pristine box required.

Email hello@pocokoko.com within 7 days of delivery
Include your order number and 2–3 photos showing the issue
We'll ship a replacement right away, or issue a full refund — your choice

Final-Sale Items

As of this writing, no Poco Koko product is final sale — every item is return-eligible.

As a default, we treat all Poco Koko products as return-eligible under this policy. If a specific item is ever marked final sale (clearance, limited edition, personalized), it will be clearly labeled on the product page before checkout.

Gift Returns

Got a Poco Koko mat as a gift and it's not quite right? We've got you.

Email hello@pocokoko.com with the gift-giver's order number (or the name and approximate purchase date)
Include a quick note confirming you're the gift recipient
We'll issue a refund as store credit by default (so the gift-giver doesn't see a refund on their card)
If you'd prefer, we can also process an exchange for a different size or color

Want a cash refund instead of store credit? We can do that too, but it'll go back to the original purchaser's payment method.

FAQ

Q: Do I really not need to give a reason for my return?
Nope. When we say no-questions-asked, we mean it. A one-line email with "I'd like to return order #PK1234" is all we need. We may ask for feedback so we can improve future products, but it's always optional.

Q: What if my baby used the mat every day for 3 weeks — can I still return it?
Yes. As long as you're within 30 days of delivery and the mat isn't permanently damaged or stained, we'll take it back and refund you in full. That's the whole point of the policy.

Q: Do I need the original box or packaging?
The original box is helpful but not required. Any sturdy shipping box will work — tape the prepaid label to the outside and drop it off.

Q: How long until I see the refund on my card?
We issue the refund within 1–2 business days of receiving your return. After that, it's up to your bank — usually 5–10 business days to post.

Q: Can I exchange for a larger mat if we just had another baby?
Congrats! Yes — we'll send a prepaid return label for your current mat and ship the larger size right away. You'll just pay the price difference, and exchange shipping is always free.