Returns & Exchanges Policy

Returns & Exchanges Policy Overview

At POVISON, we value the quality of every product and your shopping experience. Depending on the applicable return or exchange conditions, eligible products may be returned or exchanged by contacting us at supportingcenter@povison.com within the applicable period, which will not exceed 30 days from the date of delivery. The specific eligibility requirements and applicable time periods are governed by the rules below.

Before requesting a return, please carefully read the full Returns & Exchanges Policy, including products that are not eligible for return or exchange and the applicable limitations.

If a product has a quality issue, is damaged in transit, is incorrect or missing, or has missing parts, please contact our Customer Service team as soon as possible after delivery.

All return requests require valid proof of purchase and prior confirmation from POVISON Customer Service.

Eligibility and Scope

This Returns & Exchanges Policy is non-transferable and applies only to the original retail purchaser of products purchased through the POVISON website, POVISON retail stores, or other POVISON-authorized sales channels that expressly state that this policy applies.

This policy applies only to products used in normal household and residential environments. If the product detail page, product manual, or product packaging contains separate warranty terms, the applicable specific warranty terms shall govern.

Custom and Personalized Products

For POVISON's special custom-made products (including products customized in size, color, material, or otherwise personalized at your request), requests to modify order details, cancel, return, or exchange the product must be submitted to POVISON within 24 calendar hours upon successful payment.

After this 24-hour window, once production has commenced, custom-made orders cannot be cancelled, modified, returned, or exchanged, except for product quality defects or transit-related damage.

Please carefully verify all relevant information before placing your order and pay particular attention to this time limit.

Return/Exchange Scenarios and Fee Information

How to Request a Return or Exchange

1. Contact POVISON Customer Service to confirm the return

Online Customer Service

Customer Service Email: supportingcenter@povison.com

Customer Service Phone: (+1) 669-208-1888 (EST working hours: 10:00 AM - 5:30 PM)

2. Submit materials: Depending on the reason for the return, submit the relevant supporting materials by email to supportingcenter@povison.com ;

3. Wait for review: After Customer Service verifies the product’s condition, we will respond within 24 business hours (excluding weekends & US public holidays) and provide:

The after-sales solution;

Product packaging requirements;

The return/exchange process and an explanation of any applicable fees;

4. Please return the product strictly in accordance with the return instructions provided by Customer Service. After the returned product arrives at the designated warehouse, POVISON will inspect:

Whether the product meets the requirements of the Returns & Exchanges Policy above. After POVISON completes the inspection and the product passes inspection, the refund will be processed in accordance with this policy. Please monitor your email for notification.

Return Method

The specific return method will be determined by POVISON based on the product’s size, weight, location, packaging condition, carrier conditions, and the actual circumstances of the after-sales service request.

After the return request is approved, POVISON will provide the customer with specific return instructions, including the applicable return method, pickup arrangements, packaging requirements, and other necessary information.

All shipping costs, product damage, and transportation risks associated with self-initiated shipment without prior written confirmation from POVISON shall be the sole responsibility of the customer.

Refund Method and Timing

Refund method: POVISON will initiate the refund within 5-7 business days after receiving and inspecting the returned product, and the applicable amount will be returned to the account associated with the payment method used to place the order.

Refund posting time: The specific time for the refund to be credited is subject to the customer's bank or payment institution.

Why Do We Charge a Return Fee?

For returns that are not due to a product quality issue, we charge a partial return fee to cover the costs of processing, inspection, repackaging, and restocking. This allows us to continue providing quality service and fair pricing while ensuring returned products are properly handled.

For returns based on the customer’s personal preference, we will charge a return fee equal to 20% of the product’s original price. If the original packaging is missing, we will also charge a $59 repackaging fee.

For clarity, please refer to the following example of how the refund deductions are calculated:

Effective Date and Revisions

This policy is effective as of 2026-08-25. POVISON reserves the right to revise this policy at any time. Any revisions will apply only to orders placed after the revised policy takes effect and will not affect orders placed before the effective date of the revision.

If there is any conflict between this POVISON Returns & Exchanges Policy and the marketplace platform’s terms, please contact POVISON customer service to confirm applicable rules prior to submitting any return or exchange request.