Return & Refund Policy

Welcome to Poemmart - where we are committed to providing you with the best online shopping experience. To ensure your satisfaction, we offer a flexible and convenient Return Policy.

Return Timeframe:

  • You can return items within 14 days of receiving your order.

Return Conditions:

  • We accept returns for items that are damaged due to technical issues, damaged during shipping, incorrect sizing, or not as described on our website.
  • Items must be in new condition, unused, and in their original packaging, with no signs of tampering or washing.

Return Process:

1. Contact:

  • First, please contact us via email at support@poemmart.com or through our Chat Live feature (Monday to Friday, 8:00 a.m. to 8:00 p.m., GMT+7).

2. Notification:

  • Provide information about the reason for your return and include photos or videos of any damaged items (if applicable).

3. Confirmation:

Once we receive your information, we will confirm and guide you through the next steps.

4. Return of Items:

  • You will receive instructions on how to return the item.
  • Return address: 203 San Ignacio Ave San Jose, CA 95119, USA.
  • We use USPS for return shipping, and return shipping costs are covered by us.

5. Return Options:

You have two options:

a. Refund:
  • We will refund your payment within 1 business day. (The time for the funds to appear in your account depends on the financial institution you have registered your card with).
  • Refunds will be issued to the original payment method.

b. Replacement:

  • We will process and ship a replacement item to you. Processing and shipping times for replacements can be found here.

6. Non-Defective Returns:

  • Additionally, if you decide not to keep an item despite it being free from defects, we still accept returns. However, in such cases, you are responsible for the return shipping costs.
  • For Personalized Products: In the case of personalized items, we do not accept returns or refunds if the item is not damaged, matches the description, and has no issues (Refer to more information here)

Contact:

If you have any questions, please contact us via email at support@poemmart.com or through the Contact Us page on our website.

Facebook Fanpage:

You can also reach out to us through our Facebook Fanpage: https://www.facebook.com/poemmartshop - we are happy to assist you.