Return & Refund Policy

Last Updated: 2025.05.05

At POFENZE' store, we strive to ensure customer satisfaction. If you are not completely satisfied with your purchase, you may return eligible items under the following conditions.

Return Policy

✅ Accepted Reasons for Returns:(The product must be unused, unopened, and in its original packaging.)

• Changed your mind? Unused, unopened items in original packaging within 30 days of delivery.
• Defective/Damaged? Report within 7 days of delivery with photo/video proof.
• Wrong item shipped? Notify us within 14 days of delivery for a replacement or refund.

Common Reasons for Returns:

1. 30 days unconditional money back guarantee for unopened and unused items 

If you do not want the item for any reason within 30 days of receiving it, you can also contact us to request a return and refund. The item must be in its original packaging and unused and unopened in order to receive a refund. For returns due to non-quality issues, you are responsible for the return shipping fee as well as the original shipping and handling costs. If an order is refused or undeliverable, these fees will also be deducted from your refund. Once we have fully inspected the returned product, we will refund your purchase price, excluding shipping and handling fees.

2. Defective or damaged products

If you receive a defective product or one that was damaged during shipping, please follow these steps:

2.1. Please contact our customer service@pofenze.com and provide photos or videos of the defective item within 7 days;
2.2. after our inspection, we can give you a full refund or resend you a new item.

3. Incorrect or incompatible products

If you receive an item that is completely different from the one you ordered, or if you receive an item that is incompatible with your device (the item is incorrectly described on our website), please follow the steps below:

3.1. please contact us at service@pofenze.com and provide the following proof within 7 days: photos or videos of the incorrect item; photos or videos of the problem with that item;

3.2. Upon verification, we will provide a return shipping label. Upon receipt of the product, we will issue a full refund or exchange.

4. Non-receipt of items

4.1. The package tracking information shows that it has been delivered, but you have not received it yet. We will contact the sender and track the package. If we can't find it, we will send you a new item or refund you.

4.2. There is no tracking information and you have not received the item within 7 days. Please contact our customer service@pofenze.com for assistance.

5. Items with missing accessories

If you receive a product that is missing accessories,Please contact our customer service@pofenze.com will help you get the parts.

6. Purchasing the wrong product

If you accidentally purchased the wrong product, you can contact us to return it, but 30% of the return shipping and restocking fee will be deducted from your refund. (The product must be unused, unopened, and in its original packaging.)

7. Don't like

If the product does not meet your expectations, please feel free to contact us to return it. Please note that a 30% restocking fee, shipping costs and return shipping costs will be deducted from your refund. (The product must be unused, unopened, and in its original packaging.)

❌ Non-Returnable Items:
Opened and used products (unless defective).
Custom-made or personalized items.
Digital downloads or gift cards.
Items damaged due to misuse or improper installation.

Retfunds Policy

1.Refund Process

Step 1: Request a Return
Contact: service@pofenze.com
Order number
Product name reason for return
Photo/video proof (if defective)

Step 2: Return Authorization (RMA)
We will provide a Return Merchandise Authorization (RMA) number and return instructions.No returns accepted without an RMA number.

Step 3: Ship the Item Back
Pack the item securely in its original packaging.Include all accessories, manuals, and free gifts.Ship to the provided return address using a trackable service.

⚠️ Important:You are responsible for return shipping costs unless the return is due to our error.We recommend insured shipping—we are not liable for lost return packages.

2. Refund

Once received, we will inspect the item within 4 business days. If approved, your refund will be processed to the original payment method within 7 business days.Store credit or exchange options may be offered at our discretion.

💡 Note: Refunds may take 5-10 business days to reflect in your account (varies by bank/payment provider).Original shipping fees are non-refundable unless the return is due to our mistake.

3. Exchanges

(The product must be unused, unopened, and in its original packaging.)
Want a different size/color/model?
Return the original item first (following the return process).
Place a new order for the replacement.

4. Warranty Claims

Products covered under manufacturer’s warranty (1-year limited warranty) must follow the warranty process.

Contact us for warranty support with:
Proof of purchase
Description of the issue
Photo/video evidence

5. International Returns

🌍 For Cross-Border Returns:You are responsible for customs fees, duties, and return shipping costs.Refused/abandoned returns due to unpaid customs fees will not be refunded.

6. Contact Us

For any return-related questions, contact:📧 Email: service@pofenze.com

Policy Updates

We reserve the right to modify this policy at any time. Check the latest version on our website.Thank you for shopping with POFENZE!