Consumer guarantees
1. If you believe an item is faulty, you may have rights to refund or exchange the purchased good(s)(refund or exchange may not applicable on sales/discount/gift/bonus item(s)).
2. If there is a significant failure with an item, you may choose a refund or exchange. If the fault is minor, we will replace the relevant item within a reasonable time.
3. Refunds or exchanges need to provide the receipts at the time of purchase as proof, and photos must also be provided to our customer service team to support refunds or exchanges.
Returns/Refunds
1. Our policy lasts 14 days. If 14 days have gone by since you received the good(s), unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, you need to provide satisfactory proof of purchase. Further, the merchandise must be:
· in saleable condition;
· unused, unwashed with all original packaging and tags;
· returned to us with any gift or bonus received with the merchandise (if applicable).
2. POKI at its absolute discretion reserves the right not to offer an exchange or refund for change of mind.
3. Refunds will be given using your original payment method.
4. If the order was returned due to an incorrect address or the package was unclaimed, POKI has the right to charge for the product to be re-shipped.
Products out of stock
If any of the products you order run out of stock on the day you order them, we will contact you within 5 business days to advise you of the revised approximate delivery timeframes or alternatives to the product ordered.
If this occurs, you may choose to wait the revised delivery time or make other purchase arrangements and we will happily refund your purchase. Our friendly customer service staff will keep you up to date on the estimated dispatch timeframes in the event we temporarily run out of stock of a product in your order.
Gift or bonus with purchase and bundled items
1. Where merchandise is purchased with a gift or bonus, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus, or it is not in saleable condition, the value of any available refund will be reduced by the original value of the gift or bonus.
2. In the instance of bundle offers, all items within the bundle must also be returned, or the original value of the unreturned items will be deducted from any available refund.
Privacy when making a return
1. POKI is committed to protecting your privacy.
2. Information collected when returning merchandise will be securely stored for a reasonable period. It may be used for fraud protection activities and research and analysis. It may be disclosed to state and territory departments upon request, as required by law.
Sales/Promotions/Discount item
1. If products are on sale/promotion or discount, they will not be refunded.
If you would like to submit a return or refund request, please contact info@pokitowel.com with the following information.
· Full Name
· Order Number
· Email Address
· Explanation of the defect
· High-quality photo or video showing the defects. If images are not provided, we will not be able to complete your request.
Shipping
1. You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping item(s) value worth over HKD $200, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
