Returns & Warranty Policy

At Pophie, we want you to feel confident bringing an AI companion into your home. If you ever have a question about your order, our support team is here to help.

This policy applies to purchases made directly through the official Pophie website. For purchases through authorized retailers, please refer to their respective return and warranty policies.

1. Returns & Refunds

30-Day Change-of-Mind Returns

Choosing a companion is a personal decision. If Pophie isn't the right fit, you may request a return within 30 calendar days after delivery.

To qualify for a change-of-mind return:

• Your return request is submitted within 30 calendar days after delivery.
• You contact Pophie Support and receive return authorization before shipping anything back.
• Everything comes back in good condition — the Pophie device, charging dock, charging cable, plush outfit, original packaging, and all included accessories.
• The device has been signed out of your account and restored to factory settings.
• The product shows no excessive wear, damage, stains, odors, or other conditions that would prevent it from being resold as new.

Reasonable inspection and initial setup are fine. If a product shows signs of extended use or damage, we may reduce the refund to reflect the actual loss in value.

Digital items — such as eye collections — are delivered instantly and cannot be sent back, so they are handled separately. See Eye collection (digital) below.

Return Shipping

For change-of-mind returns:

• Return shipping is on us for Pophie, and for anything ordered together with her. When you request a return, Pophie Support arranges the return shipment and covers its cost.
• For accessories bought on their own — a charging dock or a plush outfit ordered without Pophie — you send them back to the return address Pophie Support gives you and pay the return postage yourself; the item price is refunded in full.
• Original shipping fees are non-refundable unless required by applicable law.
• Because Pophie contains a rechargeable battery and ships internationally, please follow the return instructions from Pophie Support so the product can be transported safely and legally.
• Returns shipped back without prior authorization may not be accepted.

Refund Processing

Once we receive and inspect your return:

• Approved refunds are issued to your original payment method.
• Refunds are normally processed within 7–10 business days after approval.
• Your payment provider may need additional time for the refund to appear.

2. One-Year Limited Warranty

Pophie comes with a one-year limited warranty covering manufacturing defects under normal use. The warranty period begins on the delivery date.

What the warranty covers

• Main device hardware defects
• Charging dock defects
• Manufacturing defects in included accessories
• Failures that occur under normal, intended use

If an issue is confirmed to be our responsibility — a manufacturing or quality defect — we will repair it, replace parts, replace the device, or issue a refund, and we cover reasonable shipping costs. In the early stage, we use a "remote-first, mail-in-second" approach: we help you diagnose the issue remotely first, and arrange a mail-in repair only if it can't be resolved that way.

What the warranty does not cover

• Accidental damage, drops, impacts, or misuse
• Liquid damage or exposure to moisture
• Unauthorized repairs or modifications
• Damage caused by improper power sources
• Cosmetic wear from normal use
• Normal wear and tear on plush outfits and accessories
• Reduced battery capacity from normal aging
• Damage caused by external factors
• Issues caused by internet availability, third-party services, or unsupported software environments

During the warranty period, we may choose to repair the product, replace defective parts, replace the device with a refurbished or equivalent unit, or provide another appropriate remedy.

This limited warranty is provided in addition to any mandatory consumer rights that apply in your country or region.

3. Coverage by Product

The charging dock, the plush outfit, and eye collections have their own terms. For the dock and outfits, the terms below apply when you buy them on their own — an add-on bought together with Pophie is returned with your Pophie order under the terms above. Eye collections are digital and are never sold on their own, so they follow the separate terms in that section.

Charging dock (purchased separately)

The charging dock is also an electronic product, so it follows the same after-sales terms as the main device: a 30-day change-of-mind return and a one-year limited warranty. Bought on its own, you pay the return postage; ordered together with Pophie, it is returned with her and shipping is on us.

Plush outfit (purchased separately)

• Unopened: returnable within 30 calendar days of delivery; bought on its own, you pay the return postage.
• Once opened: for hygiene reasons, not eligible for a change-of-mind return.
• Manufacturing defect, wrong item, or damage on arrival: we'll replace it whether or not it has been opened.
• Normal wear from everyday use — and the natural variation in color and texture that comes with a handmade piece — is not considered a defect.

Eye collection (digital)

An eye collection is artwork for Pophie's two round displays. Nothing is shipped: it is delivered over the internet to one specific Pophie, usually within a few minutes of payment. Because of that, the one-year hardware warranty does not apply — instead we commit to delivering what you paid for, and to fixing it or refunding you if we don't.

• Not sold on its own: a collection always goes either to a Pophie already linked to your account, to a Pophie bought in the same order, or to someone else's Pophie as a gift.
• Once delivered: it cannot be returned, so it is not eligible for a change-of-mind refund.
• Before delivery: if you bought it for a Pophie in the same order and that order is cancelled or returned before the collection reaches her, it is refunded in full.
• If it never arrives, or arrives incomplete: contact Pophie Support and we will deliver the missing designs or refund you in full.
• Returning the Pophie it belongs to: under a 30-day change-of-mind return, a collection bought in the same order for that Pophie is refunded together with her, and access to it ends when the device leaves your account.
• Gifts: a collection sent to a serial number is delivered to that Pophie and stays with her. Please double-check the serial number before paying — once delivered, it cannot be moved to a different Pophie.
• A collection is a one-time purchase with no expiry. It works on every plan, including the free one, and does not require a subscription.

4. Software, AI Services & Subscription

Pophie combines hardware, software, cloud services, and AI. Some features may require internet connectivity, a Pophie account, an active subscription, and the availability of supported AI models or third-party services.

Pophie includes a complimentary 2-month Pro trial, which runs first. A one-year Pro membership previously purchased together with Pophie activates automatically only after that trial ends.

• The complimentary 2-month Pro trial is a free benefit and is not refundable.
• The purchased one-year Pro membership can be refunded only before it activates; once it has activated and is in use, it is no longer refundable. Under a 30-day change-of-mind return, the membership has not yet activated (the trial is still running), so it is refunded in full.
• Previously purchased one-time annual memberships remain valid for their full membership time. Once the year has started and the membership is in use, it is non-refundable, subject to your statutory rights. These past purchases do not renew automatically. One-time annual memberships are no longer available for new purchases.

Monthly and yearly subscriptions

New Standard and Pro subscriptions renew automatically every month or every year, as selected at checkout. The full recurring amount, currency, billing interval, and first payment timing are shown before you agree and pay. A yearly subscription is charged for the full year, not in monthly instalments. Existing complimentary and paid membership time remains valid.

You can stop future renewals from your account's subscription page by opening Manage subscription and cancelling in the billing portal. Cancellation takes effect at the end of the current billing period; membership time you have already paid for remains available until its expiry date. Unlinking a device or deleting the app does not cancel billing.

Cancellation does not itself request or issue a refund. For a billing error, a service that was not delivered, or a refund request, contact Pophie Support. Nothing in this policy limits any cancellation, withdrawal, or refund rights you have under applicable law.

5. Important Notes

Account & data before returning

Before returning Pophie, please:

• Sign out of your account
• Remove your personal data
• Restore factory settings

Pophie is not responsible for personal information left on a returned device.

Firmware updates & product improvements

Pophie keeps improving through software updates. Features, interface, and AI capabilities will evolve over time as part of normal product development.

Legal rights

This policy does not limit any mandatory consumer rights available to you under applicable local law. Where local consumer protection law provides greater rights than described here, those rights apply.

6. Contact Support

For return requests, warranty claims, or product help, contact the Pophie Support Team at support@pophie.com.