Shipping & Refund Policy

We offer FREE UK Standard Shipping for all speaker orders.

If you want your order sooner you can upgrade to the express service.

USA and EU Shipping is calculated at checkout, Custom Duties and Taxes are always included.

Delivery Time Estimates: 

• United Kingdom Standard: 3 - 5 business days
• United Kingdom Express: 1 - 2 business days
• United States: 6 - 12 business days
• EU: 5 - 6 business days
  

Important notes

• All orders are typically dispatched from our Cotswolds space within 2 business days of the order being placed.
• Delivery times depend on the courier and cannot be guaranteed due to unforeseeable delays caused by busy periods, traffic, and weather conditions.
• We are not responsible for any address errors or lost packages after your package leaves us.
  
  

Order & Shipping Process: 

You’ll receive an order confirmation email immediately after placing your order, you’ll receive a tracking number by email so you can follow your order’s journey. You’ll also be notified when your order is shipped.

If you didn’t receive your confirmation email, it’s likely an incorrect email address was entered. Please contact us and include your full name, shipping address, and phone number associated with your order.

Order Cancellations & Changes:

We aim to process orders quickly, so please get in touch within 24 hours and we'll always do our best to help. 

Late & Lost Orders:

We're so sorry for the inconvenience! While delays and delivery issues are rare, they can occasionally happen due to courier issues or unforeseen circumstances. If you still haven’t received your order, contact us and we’ll gladly help guide you through the next steps.

Please note: if your order is marked as 'Delivered' you will need to make a claim with your local courier.

You have 60 days from the date of purchase to request a free return (UK only) to try our products out to make sure they meet and exceed your expectations.

To be eligible, your item must be:

• In the same condition that you received it
• Include all original accessories and packaging
• Be in a resalable condition
• Accompanied by your proof of purchase

If you ordered outside of the UK, we don't accept returns at this time.

If your product has a defect, this will be covered under our warranty rather than our return policy. More details can be found in our Warranty Policy.

To start your return, fill in the form at bottom of the page.

Once we’ve reviewed your request, we’ll send return instructions including where and how to send your item. Returns must be sent to our Treehouse office outside of Bath, United Kingdom.

Please don’t send anything back without confirmation — we can’t accept items returned without a prior request.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or not what you ordered, contact us right away so we can make it right.

⚠️ Important Note on Battery Returns

Due to shipping regulations: Only two batteries are allowed per return parcel — one inside the speaker, and one in its original box.

If a battery is damaged, please do not send.

Once we’ve received and inspected your return, we’ll let you know if your refund has been approved.

A refund will be issued to your original payment method. It can take up to 10 business days to appear in your account, depending on your bank or payment provider.

For any other return questions, email us at support@pocaaudio.com.