Refund policy
At Ponilyer, we want you to feel confident when shopping with us. If you are not fully satisfied with your purchase, please review our return policy below.
Return Window
We accept return requests within 30 days of receiving your order.
To be eligible for a return, the item must be:
- Unused
- In the same condition that you received it
- In its original packaging
- With all accessories, manuals, and parts included
Non-Returnable Items
For safety and hygiene reasons, we may not accept returns for items that have been used, damaged, altered, or are missing original packaging.
We also do not accept returns for:
- Items damaged due to misuse
- Items missing parts or accessories
- Final sale or clearance items
- Gift cards
- Products returned without prior approval
How to Start a Return
To start a return, please contact us at:
Please include:
- Your order number
- Your name
- The product you wish to return
- The reason for the return
- Photos or videos if the item is damaged or defective
Our team will review your request and provide return instructions if your return is approved.
Return Shipping
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect due to our error.
We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Damaged or Defective Items
Please inspect your order when it arrives.
If your item is damaged, defective, or you received the wrong product, please contact us within 7 days of delivery at:
Please include clear photos or videos of the issue so we can help resolve it as quickly as possible.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method. Please note that it may take several business days for your bank or payment provider to post the refund.
Exchanges
If you would like to exchange an item, please contact us first. Exchanges are subject to product availability.
Contact Us
For return questions, please contact: