Q: How do I request a return or refund?
A: Please contact our customer service team with your order number and reason for return.
We may ask for photos of the product to better understand the issue before processing your request.
If the item shows signs of misuse, damage caused by the customer, or normal wear, a full refund may not apply. If the issue is related to product quality, you are eligible for a full refund.
A full refund includes the total amount paid for the order. Please note that any bank or payment processing fees charged by your financial institution are not included.
Q: How many days can I return the product?
A: Returns are accepted within 31 days of delivery. After this period, we may not be able to process your return.
To be eligible for a return, items must be:
1. Unused and in original condition
2. Returned with all original packaging, tags, and components
3. Accompanied by proof of purchase (order confirmation or order number)
Q: Who pays for return shipping?
A: If the return is due to a product quality issue, we will cover the return shipping cost.
For personal reasons (such as change of mind or ordering the wrong item), the customer is responsible for return shipping costs. We do not provide prepaid return labels in these cases.
Q: Can I get a refund if I have used the product?
A: If there is a verified quality issue, you may still be eligible for a refund after providing photos and details.
For non-quality-related cases, used products are not eligible for a full refund.
Q: What is the return period for unused items?
A: Unused items may be returned within 3 months from the order date for a refund. Returns requested after this period may not be accepted.
Q: Do I need to return the product to receive a refund?
A: Yes. Items must be returned to our warehouse before a refund can be processed. Please contact our support team for the return address before shipping your item.
Q: Can I cancel my order after it has been shipped?
A: Once an order has been shipped, it cannot be canceled. If you no longer need the item, you may submit a return request after delivery.
If the order has not yet shipped, please contact us as soon as possible and we will do our best to stop the shipment.
Q: How long does it take to process a refund?
A: Refunds are typically processed within 24–72 hours after approval. After that, your bank or payment provider may require additional time to complete the transaction.
Q: When will I receive my refund?
A: Refunds usually take 1–15 business days to appear in your account, depending on your bank or payment provider.
Typical process:
1. Return request review: 1–2 day
2. Refund approval: 1–2 hours
3. Processing: 12–24 hours
4. Bank processing: 1–7 business days
Q: Where will my refund be sent?
A: Refunds will be issued to your original payment method, such as PayPal or credit card.
Q: What if I bought POMOLY products from a third-party seller?
A: POMOLY products are sold through our official website and select marketplaces such as Amazon.
If you purchased from an unauthorized seller, we may not be able to provide after-sales support. Please contact the seller directly for assistance.
Q: What is the return address?
A: Please contact our customer support team to receive the most up-to-date return address before shipping your item.
