Return & Refund Policy
Welcome to Poemmart! We are committed to providing you with the best online shopping experience. To ensure your satisfaction, we offer a flexible and convenient return and refund policy.
Return Period
You may request a refund or replacement for defective products within 14 days of receiving your order.
Return Conditions
We accept returns and refunds for products that:
- Have technical defects
- Are damaged during shipping
- Are the wrong size
- Do not match the description on our website
Products must be unused, in original packaging, and free from signs of tampering or washing.
Important Notice About Returns
Because our products are personalized, you do not need to return defective or damaged items. You are free to keep or use the product.
How to Request a Refund or Replacement
- Contact Us: Please contact us via email at support@poemmart.com or use the Live Chat feature (Monday to Friday, 8:00 AM – 8:00 PM GMT+7).
- Provide Details: Include the reason for the refund or replacement request, along with photos or videos of the defective product if possible.
- Confirmation: We will verify your request and guide you on the next steps.
Refund or Replacement Options
You can choose one of the following:
- Refund: We will process a full 100% refund within 1 business day. The time it takes to receive the money depends on your bank or payment provider.
- Replacement: We will ship a free replacement product to you. Processing and shipping times for replacements can be found here.
Order Cancellation
Because products are personalized, you may only cancel orders within 5 hours of placing them. After this period, cancellations are not possible.
Non-Defective Returns
As our products are customized, we do not accept returns or issue refunds for reasons unrelated to product issues (e.g., you changed your mind after receiving the item, or it is as described but you no longer want it).
Contact Us
If you have any questions, please contact us via email at support@poemmart.com or through the Contact page on our website.
You can also reach us via our Fanpage: https://www.facebook.com/poemmartshop — we are always happy to assist you.