Return and Exchange Policy:
1. No Returns or Exchanges: All products sold by our company are non-returnable, non-exchangeable, and non-refundable, unless the following conditions are met:
– The product has quality issues, and official proof from the brand’s authorized retailer is provided (within 72 hours from the date of purchase).
– The product is damaged or lost during transportation (this service only applies to online orders and does not include customers who pick up their orders from the office).
– We do not accept unreasonable returns based on psychological or emotional reasons.
2. Return/Exchange Requests: Customers who meet the return/exchange criteria are requested to contact our customer service representatives and keep all product tags and original packaging. We will cover the return shipping fee, and the refund amount will be returned to your account through the original payment method.
3. Customer Error in Purchase: If a customer makes a mistake during the purchasing process, they can apply for an exchange within 72 hours from the date of purchase (returns and refunds are not accepted). However, availability of stock and approval from the merchant are required.
4. Important Notes:
– It is not possible to request another exchange after a product has been exchanged.
– After confirmation by our customer service representatives, the returned items must be shipped within 72 hours (based on the time displayed by the courier company). The buyer is responsible for all shipping fees or can visit our store in person for the exchange process.
5. Product Discrepancy with Order: If you receive a product that does not match the style indicated in your order, please notify our customer service within 72 hours (email: [email protected]). We will assist you in exchanging the product as long as it is still in stock. Please include your order number and the reason for return or exchange inside the return package.
Please note: The platform reserves the right to reject any return or exchange requests received after 72 hours. After confirming the return or exchange with our customer service, please send the package accordingly; otherwise, it will not be accepted.
Return/Exchange Address:
POHENG LIMITED
Unit S-V 49C 6/F Valiant Ind Ctr 2-12 Au Pui Wan St Fotan Shatin Hong Kong.
Contact Number (non-customer service): (852) 69040249
Return and Exchange Restrictions:
1. Product Defect Limitation: During the production process, there may be minor thread ends or excess glue, but as long as the product is saleable, it indicates that it has passed the manufacturer’s quality inspection. Minor wrinkles, excess glue, asymmetrical shoe fronts, and similar conditions are considered normal and are not accepted as reasons for return or exchange.
2. Return Guidelines:
– Please ensure that the product remains in its original condition and include all relevant accessories and the invoice. You may use a courier service to send the item to our designated return address.
– Damaged, worn, scratched, scuffed, soiled, or incomplete packaging, damaged original boxes, or missing components resulting from improper use, disassembly, or other human factors will not be eligible for return or exchange (do not affix delivery labels or write on the original box directly).
– Returns or exchanges based on personal preferences or psychological factors are not accepted.
3. Special Product Restrictions:
– All white-lined shoes, white clothing, swimwear, and luggage cannot be exchanged for different styles or sizes or returned. Please take note of this before making a purchase.
– Product images aim to present the original colors as accurately as possible; however, there may be slight color variations due to screen settings and other factors. Therefore, returns or exchanges based on color discrepancies are not accepted.
4. Office Pickup Guidelines: Customers who choose to pick up their orders from the showroom are responsible for confirming the product style and carefully inspecting the product condition. Once the merchandise leaves the store, no returns or exchanges can be made.
5. Deposit Limitation: Deposits cannot be used to purchase or reserve other items.
Please note that the above restrictions apply to our return and exchange policy.