Returns Policy

Thank you for shopping with us. We are committed to providing high-quality products and service. If you are not satisfied with your purchase, here is our Return and Refund Policy.ltems sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at service@pococlay.com

1. Return Conditions

You may request a return within 14 days of receiving your item if you are not satisfied with the purchased product. The returned product must meet the following conditions:

    • Unused: The product must be in unused condition and in its original packaging, tags, and accessories.

    • Damaged: If the product is damaged during shipping, please contact us within 72 hours of receiving it.

    • Uniqueness of Handmade Items: Due to the unique nature of handmade items, products that are custom-made or personalized cannot be returned. Please consider carefully before making a purchase.

    • Photo Evidence: If a return is necessary, you may be required to provide photos of the product to verify its condition.

    • Retain Receipt: Please keep your purchase receipt to facilitate the return request process.

2. Refund Process

    • Please inform us of your return request via email or customer service contact, providing your order number and reason for return.

    • We will respond to you and provide the return address and further instructions.

3. Refund Processing

    • Once we receive the returned item and confirm it meets the return conditions, your refund will be processed within 7 business days.

    • Refunds will be issued to the original payment method. Depending on your payment provider, it may take additional time for the funds to be reflected in your account.

4. Shipping Fees

    • If the return is due to our error (e.g., wrong item shipped or product damaged), we will cover all shipping costs.

    • If you are returning for personal reasons (e.g., dislike or wrong choice), you will be responsible for the return shipping fee.

5. Contact Us

If you have any questions regarding returns and refunds, please feel free to contact our customer service team:service@pococlay.com