Return & Refund Policy
Return & Exchange Policy
At Poetinity, we are committed to providing a high-quality shopping experience. To ensure your satisfaction, we offer a 15-day return and exchange policy, allowing you to request a return or exchange within 15 days from the date you receive your order.
We take product quality and customer experience seriously. If your order requires a return or exchange due to incorrect items received, product defects, or any other issues caused by us, we will take full responsibility and provide an appropriate solution.
For returns due to personal reasons (such as a change of preference, incorrect purchase, or size issues), we will review the request based on the item’s condition and reserve the right to decline. If your return request is approved, the return shipping cost will be your responsibility, and the fee will depend on the shipping carrier you choose.
Return & Exchange Process
1. Request a Return or Exchange
• Please submit your request by emailing [email protected] within 15 days of receiving your order, stating the reason for return or exchange.
• Our customer service team will respond within 2 business days with further instructions.
2. Return Conditions
• The item must be in brand-new condition, unworn, unwashed, unstained, and undamaged.
• It must be returned with its original packaging and tags intact.
• A tracking number for the return shipment must be provided.
• If the item does not meet the return criteria, we will be unable to process a refund, and the item will be sent back at the buyer’s expense.
3. Return Shipping & Refund Processing
If the return or exchange is due to an issue caused by Poetinity (such as incorrect items shipped or product defects):
• For exchanges: We will arrange for the correct item to be shipped to you at no additional cost.
• For returns: Please initially cover the return shipping cost and send the receipt to [email protected] for reimbursement.
• Once we receive and inspect the returned item, we will process your refund within 5 business days to the original payment method.
**If the return is due to personal reasons (such as a change of preference or incorrect purchase):**
• The return shipping cost will be the buyer’s responsibility, and the amount will depend on the shipping carrier selected.
• Once the item is received and verified, the refund will be processed within 5 business days to the original payment method. Shipping costs are non-refundable.
Refund Information
Once the refund is processed, you will receive a confirmation email. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider. If you do not receive your refund within the expected timeframe, please:
1. Check your bank or credit card statement.
2. Contact your bank or credit card provider to inquire about the transaction status.
Additional Notes
• Please contact our customer service team before returning any items, as unauthorized returns may not be accepted.
• We reserve the right to refuse refunds for items that do not meet the return criteria, and such items will be sent back at the buyer’s expense.
• For exchanges due to personal reasons, we recommend purchasing the desired item separately and returning the original item according to the return process.
For any questions or further assistance, please contact us at [email protected]. We are here to help.