Refund and Returns Policy
Effective Date: December 5, 2024
Thank you for shopping with Pollectrasari. We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a hassle-free return and refund policy. Please read the following terms and conditions carefully to understand our procedures for returns, exchanges, and refunds.
1. Return Eligibility
To be eligible for a return, the item must meet the following conditions:
- The item must be unused, in new condition, and in its original packaging.
- You must initiate the return request within 30 days of receiving your order.
- Some items, such as personalized products, gift cards, and items marked as “final sale,” are non-returnable.
To start a return, please contact our customer service team at [email protected] with your order number and the reason for the return. Our team will guide you through the process and provide you with a return authorization.
2. Return Process
Once you’ve contacted us and received a return authorization, please follow these steps:
- Pack the Item: Carefully repackage the product in its original packaging, including any accessories, manuals, or other items that came with it.
- Return Shipping: You will be responsible for the return shipping costs unless the item was defective or we made an error with your order. We recommend using a trackable shipping service to ensure the item is safely returned.
- Return Confirmation: After we receive and inspect the returned product, we will send you an email confirming that the return has been processed.
3. Refund Process
Refunds will be issued to the original payment method within 5-7 business days of receiving the returned product. Please note that it may take additional time for the refund to appear in your account, depending on your payment provider.
- Shipping Costs: The original shipping fees are non-refundable unless the return is due to an error on our part (e.g., defective item, incorrect product).
- Restocking Fee: In some cases, a restocking fee may apply for returns of large or bulky items. The fee will be clearly stated in the return authorization email.
4. Exchanges
If you would like to exchange an item for a different size, color, or model, we recommend returning the original item for a refund and placing a new order for the desired product. Due to the popularity of certain products, we cannot guarantee that an exchange will be processed quickly enough to hold the same stock.
5. Damaged or Defective Items
If you receive a damaged or defective item, please notify us within 7 days of receipt. We will offer a full refund or a replacement item at no additional cost to you. You may be asked to provide photos of the damaged product to assist with the return process.
6. Final Sale Items
Certain items are not eligible for return or exchange, including but not limited to:
- Personalized or customized items
- Gift cards
- Sale or clearance items
Please make sure to check the product page for any specific return restrictions before completing your purchase.
7. International Returns
If you are returning an item from outside the United States, you will be responsible for return shipping fees and any duties or taxes incurred during the return process. Please contact us for guidance on international returns.
8. Contact Us
If you have any questions or need assistance with a return or refund, please reach out to us at:
Pollectrasari
Address: 3450 Tech Valley Drive, Minneapolis, Minnesota