Return Policy

Return of goods:

If you are not satisfied with your purchase, you may return the purchased items in their
original condition within 30 days of delivery (please include tracking number). Upon receipt
of the goods, the purchase price will be refunded. All returns must be registered via our
customer service.

I have received a faulty item:

If you have received a faulty item, please contact our support team immediately with the
following information:

Your order number
Which item is damaged
A description
Photographic evidence

If your parcel has been damaged on delivery, please take a photo and send it directly to our
customer service team. All claims for damaged parcels must be made within 7 days of the
delivery date. We cannot issue a refund, credit note or replacement without proof of damage
from a member of our support team.

I have received the wrong item:

In the unlikely event that you have received the wrong item, please contact our support team
immediately and provide us with the following information:

Your order number
The name of the item you did not receive
The name of the item you did receive
A photo of the item you received

Exchange:

You can exchange the products you have ordered if they are still in our warehouse. Once your order is on it's way, you cannot exchange the products anymore. If you wish to do so, we recommend that you return the product to us and then order the correct product from us.

For faulty products:

If the product is faulty, has been damaged in transit or is otherwise defective, there is no
return charge.

If I want to return the item(s):

If the customer has purchased the wrong product, does not fit or no longer wants it, the
customer is responsible for the actual shipping cost of the return.
Please contact our support team to request the return address.

Cancellation:

If you wish to cancel your order, you must notify us within 24 hours, after which we reserve
the right to refuse cancellation if your order is already being processed.
In this case, kindly wait upon the receipt of the order, thank you for your understanding.

Please don’t hesitate to always reach out to our customer support as well: info@poeluxury.com