Refund policy

At poigma, customer satisfaction is our priority. We want every shopping experience to be simple, reliable, and enjoyable. If you are not fully satisfied with your purchase, we provide a clear return and refund process to help resolve your concerns. Please review the following policy before submitting a return request.

1. Return Request Timeline You may request a return within 14 calendar days after your order has been delivered. Return requests submitted after this 14-day period will generally not be accepted, unless otherwise required by applicable consumer protection laws and regulations.

2. Product Return Requirements To be eligible for a return, items should meet the following conditions:

  • Items must be unworn, unused, unwashed, and in their original condition.

  • Original tags, labels, packaging, and included accessories should remain intact.

  • Items must not have stains, odors, makeup marks, pet hair, or other signs of use.

If you receive an item that is:

  • Defective

  • Damaged during delivery

  • Incorrectly shipped

  • Significantly different from the product description

poigma will provide an appropriate resolution, which may include a replacement or full refund, and may cover the applicable return shipping costs. For returns caused by personal preference, incorrect sizing selection, ordering mistakes, or change of mind, the item must remain in its original, unused, and resaleable condition.

Non-Returnable Items For hygiene and product protection reasons, certain items may not be eligible for return after use or if they have been removed from their original packaging, including:

  • Hair accessories that have been worn or used.

  • Items showing signs of washing, wearing, staining, or alteration.

  • Products with missing or removed tags.

  • Products specifically marked as non-returnable on the product listing page.

  • Items returned after the applicable return period.

3. Return Shipping Policy The responsibility for return shipping costs depends on the reason for the return.

  • Quality-Related Returns For returns caused by defective products, shipping damage, incorrect items, or significant discrepancies between the received product and its description:

    • poigma may provide a return shipping solution or prepaid return label where applicable.

    • Customers will not generally be responsible for return shipping costs when the issue is confirmed to be our responsibility.

  • Customer Preference Returns For returns caused by personal preference, incorrect size selection, ordering mistakes, or change of mind:

    • Customers are generally responsible for the return shipping costs.

    • Original shipping charges are generally non-refundable.

    • Items must be returned unworn, unused, and in their original resaleable condition.

    • Products submitted after the 14-day return period are generally not eligible for return unless otherwise required by applicable law.

4. Return Application Process To request a return, please contact our customer service team: Email: service@poigma.com

Please use the following email subject format: Return Request – Order #[Your Order Number]

For faster assistance, please include:

  • Order number

  • Product name and quantity

  • Reason for the return

  • Photos or videos showing the issue, if applicable

  • Any other relevant information that may help us evaluate your request

Our customer service team will review your request and generally respond within 2 business days with further instructions. Please do not send products back before receiving return instructions from our customer service team.

5. Refund Procedure Once the returned item has been received and inspected, we will notify you regarding the status of your refund. If the return is approved, the refund will be issued to the original payment method used for the purchase. Refunds are generally processed within 5–10 business days after approval. The time required for the funds to appear in your account may vary depending on your bank, credit card issuer, or payment provider. You do not need to provide additional payment information for a standard refund.

A partial refund may be considered if a returned item:

  • Has missing tags or accessories

  • Shows signs of use or washing

  • Has stains, odors, or other damage caused after delivery

  • Is returned with damaged or missing original packaging

6. Damaged or Incorrect Items Please inspect your order shortly after delivery. If you receive an item that is damaged, defective, incorrect, or missing from your order, please contact us as soon as possible and provide your order number and clear photos or videos of the issue. For items damaged during transportation, we recommend contacting us within 7 days of delivery so that we can investigate the issue and provide an appropriate solution.

7. Exchanges If you need a different size, color, or style, please contact our customer service team before returning the item. Depending on product availability, we may be able to provide an exchange or recommend placing a new order and returning the original item according to this policy.

8. Special Cases Large quantity purchases or commercial orders may be subject to different return conditions. Customers making bulk purchases are encouraged to contact us before placing an order for additional information. This Refund & Return Policy does not limit any consumer rights provided under applicable laws and regulations in your region.

9. Customer Support If you have any questions about returns, refunds, exchanges, or your order, please contact: poigma
Email: service@poigma.com
Website: poigma.com