Refund policy

Refund, Return and Cancellation Policy

Effective Date: August 3, 2026

Thank you for shopping with Poparooz. Poparooz is a brand of Atlas Commerce LLC.

This policy explains the conditions for returns, refunds, cancellations, damaged orders, missing items, and personalized products.

1. Return Window

Eligible products may be returned within 30 calendar days after the tracking information shows that the order was delivered.

To qualify for a return, the product must:

Be unused, unassembled, and not ironed or heat-pressed;
Be returned in its original packaging;
Include all accessories, tools, instructions, promotional items, and components;
Have unopened bead bags where applicable;
Be accompanied by the order number and requested photographs; and
Be in a condition suitable for inspection and resale.

Products that do not meet these requirements may be refused or may receive a reduced refund based on the actual loss in value.

2. Return Authorization Required

Before returning any product, contact us at:

poparooz2026@gmail.com

Include your order number, the reason for the return, and photographs of the product and packaging when relevant.

Do not send a return without receiving return instructions from us. Unauthorized returns and products sent to an address not provided by Poparooz may not be accepted.

The address shown in business records or on a shipping label is not automatically an authorized return address.

3. Products That Cannot Be Returned

Unless the product is defective, damaged, incomplete, or incorrectly supplied by Poparooz, the following products are not eligible for change-of-mind returns:

Personalized or custom-photo products after production has begun;
Custom finished artwork;
Digital patterns, downloads, or other digital products;
Opened single-color bead bags;
Used, assembled, ironed, heat-pressed, washed, altered, or damaged products;
Products missing components, accessories, instructions, packaging, or promotional items;
Products that cannot safely or reasonably be resold after opening;
Items specifically marked as final sale.

A personalized order remains eligible for an appropriate remedy when the product has a manufacturing defect, was made differently from the approved proof, arrived damaged, or was incorrectly supplied by Poparooz.

4. Order Cancellations

You may request cancellation within 24 hours after placing an order, provided that the order has not already entered picking, packing, proof preparation, production, or fulfillment.

Cancellation requests must be sent to:

poparooz2026@gmail.com

Sending a request does not guarantee cancellation. We will confirm whether the order can still be cancelled.

Once an order has shipped, it cannot be cancelled and must be handled under the applicable return rules.

5. Personalized and Custom Orders

For eligible personalized orders:

We normally provide the first proof within 1–2 business days after receiving a usable image and all required instructions.
One reasonable proof revision is included before production begins.
Production begins after the proof is approved or after the no-response procedure described below.
Once production begins, the order cannot be cancelled for a full refund due to a change of mind.
If the customer requests a new image, design, color arrangement, or size after production begins, the customer may be required to pay for materials already consumed and no longer reusable.
We will explain any additional material cost before continuing, and no paid remake will proceed without the customer’s approval.
When a remake is required because of an error made by Poparooz, Poparooz will bear the reasonable remake cost.

If we request approval and receive no response for two business days, we may send a reminder. If there is still no response, we may continue using the most recent proof and instructions provided to the customer.

Customers are responsible for monitoring the email address used to place the order.

6. Damaged, Incorrect, or Incomplete Orders

Inspect your order promptly after delivery.

For visible shipping damage, we recommend contacting us within 48 hours after delivery.

For missing components, incorrect products, incorrect colors, or other order discrepancies, contact us within 7 calendar days after delivery.

Please provide:

Your order number;
A photograph of the shipping label;
Photographs of the outside packaging;
A photograph of the complete contents; and
Clear photographs of the damaged, missing, or incorrect area.

An unboxing video may be helpful but is not required for every claim.

After reviewing the information, we may offer an appropriate remedy such as:

Replacement of the affected component;
Reshipment;
Partial refund;
Full refund; or
Another reasonable solution agreed with the customer.

7. Bead Quantity and Color Variations

Beads may be packaged by net weight. Any piece count stated as “approximately,” “about,” or similar wording is an estimate.

Minor variation may occur because individual bead weight and size can vary slightly. The actual net weight must not be below the net weight stated on the product packaging.

A material or obvious shortage is not considered a reasonable variation. Contact us within seven calendar days if you believe a package is materially underfilled.

Product colors may appear slightly different because of screen settings, lighting, photography, manufacturing batches, or raw-material variation. Minor color variation is not normally considered a defect.

8. Customer-Caused Damage

We are not responsible for damage caused by:

Incorrect ironing or heat-press temperature;
Excessive heating time;
Failure to follow the instructions;
Use of unsuitable equipment;
Incorrect assembly;
Improper storage;
Alteration or misuse; or
Normal wear.

Heating tools should be used only by an adult or under responsible adult supervision.

9. Return Shipping Costs

When a return is caused by customer preference, an accidental purchase, an incorrect selection, or another reason not caused by Poparooz:

The customer is responsible for authorized return shipping;
The original shipping charge is not refundable; and
Optional service charges and packaging charges are not refundable.

When the return is caused by a verified defect, shipping damage, incorrect item, or another error by Poparooz, Poparooz will provide an appropriate remedy and bear reasonable authorized shipping costs when a physical return is required.

Return shipping costs must be approved in advance. We are not responsible for unauthorized premium, expedited, or unusually expensive return methods.

The customer remains responsible for the return package until it reaches the authorized return location. We recommend using a tracked service.

10. Refused, Unclaimed, and Undeliverable Packages

If a package is refused, not collected, or returned because of an incomplete or incorrect address supplied by the customer, the customer may be responsible for:

The original shipping charge;
Return transportation charges;
Reshipment charges; and
Any nonrecoverable carrier or handling charges.

Any refund will be calculated after the returned package is received and inspected.

11. Exchanges

We do not offer direct exchanges.

To obtain a different product, complete an approved return and place a new order after the refund has been processed.

12. Inspection and Refund Timing

We normally inspect an authorized return within 1–3 business days after receipt.

If approved, we normally submit the refund to the original payment method within an additional 1–3 business days.

Your bank, card issuer, or payment provider may require additional time to post the refund. Poparooz cannot control processing times imposed by financial institutions.

13. Refund Without Physical Return

Depending on the product value, shipping cost, condition, evidence, and circumstances, Poparooz may provide a replacement, partial refund, or full refund without requiring the product to be physically returned.

This option is determined case by case and does not create an entitlement to a refund without return.