Return & Refund Policy

Last Updated: June 5th, 2025.

At Poemmart, your satisfaction is our priority. We aim to deliver high-quality, personalized products that meet your expectations. However, if there's an issue with your order, we're here to help with a clear and customer-friendly return and refund policy.

Return Timeframe

You may request a refund or replacement within 14 days of receiving your order.

Eligible Conditions for Refund or Replacement

We will process a refund or send a replacement product if your item:

  • Has a technical defect.
  • Was damaged during shipping.
  • Is the incorrect size or variant.
  • Does not match the description on our website.

To qualify, items must be unused, in their original packaging, and free from signs of tampering or washing.

No Need to Return

As our products are personalized and made-to-order, you are not required to return defective or damaged items. You are free to keep or use the item.

How to Request a Refund or Replacement

1. Contact Us:

Please reach out to us through one of the following channels:

2. Provide Details:

When submitting your request, please include:

  • Your order number.
  • A brief description of the issue.
  • Photo or video evidence of the defect, if available.

3. Verification:

Our support team will review your request and respond with the next steps within 1 business day (Monday–Friday, 8:00 AM – 8:00 PM GMT+7).

Refunds

Once your request is approved:

  • A 100% refund will be processed within 1 business day.
  • Refunds typically appear in your account within 5–10 business days, depending on your bank or payment provider.

Replacements

If you choose a replacement:

  • A new product will be created and shipped to you at no additional cost.
  • Standard processing and shipping times apply (see Shipping Policy for details).

Order Cancellation

Due to the personalized nature of our products, orders can only be canceled within 5 hours of purchase. After this time, your order will begin production and cannot be canceled.

Non-Defective Returns

Because each item is custom-made, we do not accept returns or issue refunds for non-product-related reasons, such as:

  • Changing your mind.
  • Ordering by mistake.
  • Not wanting the item after delivery.
  • The product matches the description but no longer suits your needs.

Return Address (For Reference Only – No Returns Required)

Poemmart
1942 Broadway Ste 314C
Boulder, Colorado 80302
United States
Note: This is our warehouse address, provided for compliance only. Returns are not required.

Need Help?

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