RETURN AND REFUND POLICY
POAVA offers returns for selected items within 30 days of receipt of delivery. You can use this page to learn about our return policies. Most items sold on POAVA follow our general return policies. However, they have different policies or requirements associated with them.
A. 30-DAY RETURN
1. Return Rights
We always want you to have a positive experience every time you shop with us. Occasionally, we know you may want to return items, and you have the right to cancel the purchase of most items within 30 days of the receipt date. You also have statutory rights where goods are not as described, not fit for purpose or not of satisfactory quality. To exercise your cancellation right, please sent email to our support centre via support@poava.com. With defective items, we expect customers to notice and provide evidence within 7 days of receipt of delivery. Evidence must be included:
- Unboxing video
- Photos
sent to our support centre via support@poava.com for further assistance. *Must have information to protect customer rights.* Please note that this return policy does not affect your statutory rights and therefore does not affect your right of cancellation as described above.
2. Original Condition
Note that you must return each item in the same condition in which you received it. This means that new items must be returned unused and undamaged. Used items must not have any additional signs (stained or uncleanable, dirt, etc.) of use or damage, and have their original tags attached. Hygiene and our customers’ safety are highly important, so all items are inspected upon their arrival and returned. The same exclusions apply to our Returns Guarantee for the right to a refund. The following products thus cannot be returned under the Returns Guarantee (unless defective):
- Sales items that are Final Sales ;（Final sale items are non-returnable and non-exchangeable. Typically, products discounted over 50% are marked with prices ending in *.55, *.88, *.99, or *.98.）
- Customized items;
- Pre-Order items;
- Swimwear (Bikini, swimsuit);
- Underwear;
- Accessories/Jewelry;
- Some Bags/handbags（
- Gift items, gift cards.
3. Returns Costs & Methods
POAVA does not offer a return label. Under the original condition, customers are expected to be responsible for the return cost or any additional costs incurred during the procedure. You can return via any shipping unit that provides the shipment service at your location.
Please bear in mind that any parcel that does not follow our return instruction process will be refused. POAVA cannot guarantee your item will be found and returned/refunded, and no compensation is provided for incorrect items sent to POAVA. Thus, please ensure you have sent a return request and received the approval email, which includes the return instruction.
We are not responsible for any items that are returned to us by mistake (it happens!). If we are able to locate the items (which is not always possible) and you would like them returned to you, we may ask you to cover the delivery cost.
*Please be aware that all unidentified returned items will be at POAVA’s disposal after 30 days from the date of return arrival.
4. Return Restriction
We will not accept the return if we notice an unusual pattern or returns activity that does not comply with our Return Policy, or returning item(s) are different from the original return requests, or the items returned don't match what you had ordered, then we might have to decline your parcel.
Under certain circumstances, we might have to deactivate your account and any associated accounts to prevent repeat unrightful actions and ensure fairness among our customers.
*If this happens to you and you think that the action was taken without your awareness or a mistake, please get in touch with Customer Service at support@poava.com and we will be happy to discuss it with you.
5. Back to Sender / Returned to Sender
Under certain circumstances, your order is undelivered and sent Back/Returned to the sender for the following reasons:
- Cannot contact recipient
- Incorrect recipient information
- Unpaid Import Duties & Customs
- Refused Delivery
We will try our best to work this out and provide you with the most appropriate support that complies with our policy. Depending on each particular case, you might have to pay a re-shipping fee and/or Import Duties & Customs. We will contact you once we are notified about the above issue and provide you with relevant instructions.
*Please be aware that all Back to sender/Returned to sender items will be at POAVA’s disposal after 30 days from the date of returning arrival.
6. Change the Order
In case you need to make changes to your order, please contact us at support@poava.com as soon as possible after the order is placed and we will try our best to assist you
- Remove duplicate items.
- Increase an item’s quantity.
- Change your shipping address.
- Change your email address.
- Customize an item (extra fee might be applied).
- Change your size.
- Upgrade shipping (If you already have a plan and need to expedite shipping).
*In case your order has been processed, your request for changes will not be applicable.
B. REFUND PROCESS
After the return package has reached our Fulfilment facility, we will process a refund within a maximum of 5 business days and notify you through an automated email. This time frame could be longer under special conditions.
After the refund is issued, it would take 3-7 business days to view it in your original account. Although we are aware that the process is lengthy, we always do our utmost to protect your rights while adhering to our standard operating procedure. We strongly advise against filing a dispute in relation to your return because doing so will complicate the process during the waiting refund period.
*In case you do not see the amount in your account and if you have any concerns, please contact the customer service department.