Q: How to apply for a return and refund?
A: Please contact the customer service, providing your order number and your return reasons. Then please take some photos of the product you want to return and send them to us in your email. We will check the photos before we process your requirement. If there are no issues on the product quality, but you stain or damage the product, we may not offer a full refund. If it is our product quality issue, you can get a full refund. (Any confusion, please contact us.)
A full refund means that we will refund the full amount received for the order. Please note that this does not include bank or institution handling charges after we have returned the order amount.
Q: How many days can I return the product?
A: 90 days since you sign for your packages. Please note that returns will not be accepted if this period has passed after the order has been received. (Any confusion, please contact us.)
Applicable circumstances for return:
– New, unused and in original condition.
– The problem of replacing the product is not man-made damage.
– Inclusive of all original hangtags, packaging, and components at the time of return or exchange.
– Accompanied by a proof of purchase (order confirmation email or order number).
Q: Who will be responsible for the return shipping cost?
A: If our products have quality issues, we will response the return cost. If for personnal reasons, the purchaser needs to response the shipping cost of the return. We do not provide a pre-paid return label to return your package.(Any confusion, please contact us.)
Q: If I have used the products, can I get a full refund?
A: If there are product quality issues, provide photos and we will give you a full refund. If not the product issues, we can not offer a full refund for you. (Any confusion, please contact us.)
Q: What is the limited period of return or exchange for unused products?
A: For unused products, we only support the return and full refund of orders within 3 months (Take the order date as the start date). Please note that returns will not be accepted if this period has passed after the order has been received. Any confusion, please contact us.
Applicable circumstances for return:
– New, unused and in original condition.
– The problem of replacing the product is not man-made damage.
– Inclusive of all original hangtags, packaging, and components at the time of return or exchange.
– Accompanied by a proof of purchase (order confirmation email or order number).
Q: Do I need to return products when refunding?
A: Yes. Please ship it or them to our warehouse address. Please contact us to get our new warehouse address. (Any confusion, please contact us.)
Q: If the seller has sent the package out, can I apply for a refund?
A: No. Please submit refund requests before the packages are sent out from the warehouse. Please don't worry, we will try our best to stop package preparing and shipping once we read your refund emails. (Any confusion, please contact us.)
Q: How long will you process my refund?
A: We will process your refund and it will be completed within 24-72 hours. After this, you need to wait for bank processing. (Any confusion, please contact us.)
Q: How long can I get my refund?
A: 1-15 days. The time when you receive the refund money is mainly based on the bank processing time after we complete the refund in our system. (Any confusion, please contact us.)
Step 1: The customer sends a refund request to Pomoly, Pomoly communicated with the customer about the refund issues. (General 1-2 Days)
Step 2: Pomoly confirms the refund money and submits it to the finance team. (General 1-2 Hours)
Step 3: Pomoly starts to refund and sends a refund instruction from the system. (General 12-24 Hours)
Step 4: Pomoly has completed the refund. The customer needs to wait for the refund from the bank. (General 1-7 Days)
Step 5: The refund has been completed.
Q: Where my refund will return to?
A: The refund money will be returned to your paypal or credit card according to the original payment method. (Any confusion, please contact us.)
Q: If I have questions on my return or refund, how can I get your help?
A: Please contact us by email. We will help you within 24-72 hours. (Any confusion, please contact us.)
Q: Can I get the after-sales help if the products I have purchased are NOT from the Pomoly official website?
A: Pomoly is only sold the products on the official website now, and a few products are sold on Amazon. We have no distributors and do not sell on other platforms. If the products you purchase are not from our official website and Amazon, we suspect these are counterfeit products, and we can not provide after-sales service and refund help for these suspected counterfeit products. Please ask the seller of your product for help.
