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Returns & Exchanges
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We will accept changes or the cancellation of your order for items that have not been shipped or if they are on back-order. To change or cancel your order, contact our Customer Service via phone call or email. We'll try our best to meet your requirements. Once an item has been shipped, cancellation is not possible, but you can refuse to accept the package when it arrives. You'll need to pay for the shipping and return freights. Any return or exchange will be subject to our Cancellations, Returns and Refunds Policy.
Cancellations, Returns & Refunds Policy
Please choose carefully as we do not refund or exchange if you change your mind or make a wrong selection. If you cancel your order you agree to the following:
1. Returns must be made in the original packaging. If you no longer have the original packaging, we will not accept the return. If you have the original packaging, you can return the item(s).
2. In the case of a stocked product, which has not been dispatched yet, you will be refunded in full for the value of the product less an administrative fee including restocking cost, depends on the following situation:
a) Courier, USD3 for each package, or
b) Truck Delivery, USD50 for each delivery.
3. In the case of a ready-to-ship stocked product, we would try to cancel the shipment once we've heard from you. However, if the item(s) was on the way to you, it cannot be cancelled but you could reject the delivery (please DO NOT unpack the item upon receipt) or keep it if you've changed your mind. If you reject it, you will forfeit a shipping & processing fee to cover Povison's administrative costs and shipment expense in the following situation:
a) Courier, USD50 for each package/one-way, total in USD100 or
b) Truck Delivery, USD300 for each delivery/one-way, total in USD600.
4. In the case of a delivered item, you need to initiate the shipping to send it back and afford the shipment fees. Upon the receipt of item and checking it in good condition by our warehouse, you will be refunded in full for the value of the product minus a shipping & processing fees to cover Povison's administrative costs and expenses in the following situation:
a) Courier, USD50 for each package/one-way, total in USD100 or
b) Truck Delivery, USD300 for each delivery/one-way, total in USD600.
And the item(s) must be:
-In its original, undamaged condition
-Disassembled, if the item was originally delivered disassembled
-In its original packaging. If the original packaging is too damaged to be shipped back, you must use a similar sized box as the original or a box no longer than 108 inches.
4. You will have no further claim to the canceled product
It is the customers responsibility to ensure that there is reasonable access to allow the goods to be delivered. If the goods are unable to be delivered due to access, the above fees will be charged in addition to the actual cost of delivery and collection of the product.
Purchases Not Eligible for Return
-Items marked “Non-Returnable” on the sale page and those clearance items
-Items you have already assembled.
-Small cuts, scratches or damage during the cleaning process-damaged caused by the incorrect installation of a product.
-Cracks during the random displacement of the items.
-Items kept in contact to direct sunlight and water, resulting in decaying of wood.
-For sanitary reasons, bedding accessories such as linens, pillows, mattress pads, rugs, etc., are non-returnable and are considered as final sale.
However, if your item is damaged or defective, these exceptions do not apply. In this case, we'll take care of it and work with you to find the best solution.
Damages
There are up to 30 days from the date of delivery for you to return your items. Our team is here to help.
When you receive item(s) that is defective, incorrect, or incomplete, please contact us immediately so we can make it right. For faster assistance with a return or exchange claim, please email us with your order number, contact information, photos, and videos concerning the damages or flaws(if applicable). Please keep all items and packaging materials until your claim is resolved.
Before return, please contact us for return details and correct return address. After that, you can send us an email to inform us. Besides, if you return the item(s) for personal reasons, the shipping and return freights are at your expense (please refer to Cancellations, Returns & Refunds Policy)
Returns must be made in the original packaging. If you no longer have the original packaging, we will not accept the return. If you have the original packaging, you can return the item(s).
After you return the item(s) to our warehouse, we will give you a refund or an exchange only when we sign for the package and check the item(s) which will not affect the second sale. (Note: our original packing should not be damaged.)
For the refund will go back to the same card you used to place the order with us, and will be paid via a returned transaction. We'll process the refund within 3 business days and issue the refund to you. Most banks will process the refund within 3-7 business days.