refund policy
At PocoLuna, we want you to be completely satisfied with your purchase. If you’re not happy with your order, please review our refund policy below to understand how we can assist you.
1. Eligibility for Refunds
We accept refund requests for the following situations:
- The item was damaged during shipping.
- You received the wrong item.
- The item is defective upon delivery.
To qualify for a refund:
- The request must be made within 14 days of delivery.
- The item must be unused, in its original packaging, and include all tags or accessories.
2. Non-Refundable Items
The following items are not eligible for refunds:
- Personalized or custom-made products.
- Items on sale or purchased with a discount code.
- Items damaged due to misuse or neglect.
3. How to Request a Refund
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Contact Us:
Email us at pocccoluna@gmail.com with your order number, a description of the issue, and clear photos of the item (if applicable). -
Wait for Approval:
We will review your request and respond within 2–3 business days. -
Return the Item (if required):
If your refund is approved, you may need to return the item to our address. The customer is responsible for return shipping costs unless the item was damaged or incorrect.
4. Refund Processing
- Refunds will be issued to your original payment method within 5–7 business days after the returned item is received and inspected.
- Please note: Refund times may vary depending on your bank or payment provider.
5. Exchanges
If you prefer an exchange instead of a refund, let us know, and we’ll work to replace your item (subject to availability).
6. Late or Missing Refunds
If you haven’t received your refund after 7 business days:
- Check your bank account or payment method.
- Contact your bank or payment provider; it may take some time to process.
- If the issue persists, email us at pocccoluna@gmail.com for assistance.
We’re committed to providing you with a seamless shopping experience. Thank you for trusting PocoLuna! ❤️