Refund policy
1. When a Refund Applies
A refund may be issued in the following situations:
- You returned an eligible item within our return window (see Shipping & Return Policy) and it passed our quality check
- You received a damaged, defective, or incorrect item
- An order was cancelled before it was shipped
2. Refund Method
Refunds will be issued to in form of Store Credit.
- Store credit: Offered as an alternative to a refund.
3. Refund Timeline
Once a return is received and passes our quality check, refunds are processed within 5–7 business days. Please note:
- It may take an additional 5–7 business days for the refunded amount to reflect in your account, depending on your bank or payment provider.
- You will receive an email/SMS confirmation once your refund has been initiated.
4. Non-Refundable Situations
Refunds will not be issued in the following cases:
- The returned item does not meet the conditions outlined in our Return Policy (unused, unwashed, original tags/packaging intact)
- The return request is made after the return window has closed
- The item falls under a non-returnable category as listed in our Shipping & Return Policy
5. Cancellations
Before dispatch: You may cancel your order for a full refund by contacting us within 24 hours of Order Received.
After dispatch: Once an order has shipped, it cannot be cancelled.
6. Partial Refunds
Partial refunds may apply in situations such as:
- Only part of a multi-item order is returned
- A product shows signs of use or damage not caused by us, at our discretion following quality inspection
7. Failed or Delayed Refunds
If you haven't received your refund within the stated timeline, please first check with your bank, as processing times can vary. If there is still an issue after 7 days past the confirmation of refund initiation, contact us and we will investigate.
8. Order Payment Failures
If an amount was deducted from your account but your order was not confirmed, the amount is typically auto-reversed by your bank/payment provider within 5–7 business days. If this does not happen, please contact us with your transaction details and we will assist in resolving it with our payment gateway partner.
9. EXCHANGE POLICY
At POKARIRA, we take great care to ensure that every order is packed and delivered to you in perfect condition. We currently offer an Exchange Policy only and do not provide refunds.
When an Exchange Applies
An exchange may be requested in the following situations:
You received a damaged or defective product.
You received an incorrect product or size.
The size you ordered does not fit and the required size is available in stock.
The product is eligible for exchange under our Shipping & Return Policy.
All exchange requests are subject to our quality inspection and the conditions mentioned below.
Exchange Conditions
To be eligible for an exchange:
The product must be unused and unworn.
The product must not have been washed, altered, or damaged.
All original tags, labels, packaging, and accessories must be intact.
The product must be returned in its original condition.
The exchange request must be raised within the applicable exchange window mentioned in our Shipping & Return Policy.
Products that do not meet these conditions may not be accepted for exchange.
Exchange for Size
If you require a different size, an exchange can be processed subject to availability.
The replacement size must be available in stock at the time the exchange is processed.
If the requested size is unavailable, a different size may be offered where available.
No refund will be issued if the required replacement size is unavailable.
Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.
We may request photographs or videos of the product to assess the issue before approving the exchange.
Once the issue is verified, we will arrange an exchange for the correct or replacement product, subject to availability.
Products Not Eligible for Exchange
An exchange will not be accepted if:
The product has been worn, washed, used, altered, or damaged by the customer.
Original tags or packaging are missing or damaged.
The product shows signs of use, stains, perfume, makeup, or other marks.
The exchange request is made after the applicable exchange window.
The product falls under a non-exchangeable category mentioned in our Shipping & Return Policy.
Exchange Process
Once your exchange request is approved, the product will be collected/returned as per our exchange process.
After we receive the product, it will undergo a quality inspection. Once approved, the replacement product will be dispatched, subject to availability.
Exchange processing and delivery timelines may vary depending on the location and availability of the replacement product.
No Refunds
POKARIRA does not offer refunds on orders.
Once an order has been successfully placed and processed, the amount paid will not be refunded to the original payment method.
Where eligible, customers may request an exchange in accordance with this policy.
10. Contact Us
For any refund-related queries, reach out to us at:
Email: houseofpolka25@gmail.com