Return & Refund Policy

Return & Refund Policy

We want you to be completely satisfied with your purchase at Ponsonbay. If you are not entirely satisfied with your order, we are here to help.

1. Returns You have 30 calendar days to return an item from the date you received it. To be eligible for a return, your item must meet the following criteria:

• The item must be unused, unwashed, and in the same condition that you received it.

• It must be in the original packaging with all tags, manuals, and accessories included.

• You must provide the receipt or proof of purchase (e.g., your order confirmation email).

2. Non-Returnable Items Certain types of items cannot be returned, including:

• Gift cards

• Items marked as "Final Sale" or clearance items

• Customized or personalized products

3. Return Shipping Costs Please note that customers are responsible for paying all return shipping costs. Shipping costs from your original order are non-refundable. For larger or heavier items, we highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for packages lost during the return transit.

4. Refunds Once we receive your returned item, our team will inspect it and notify you that we have received it. We will immediately notify you of the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within 5-7 business days, depending on your card issuer's policies.

5. Defective or Damaged Items If you receive a defective or damaged product, please contact us immediately at our support email with photos of the damage. We will gladly arrange for a replacement or a full refund at no additional cost to you.

6. Exchanges We only replace items if they are defective or damaged upon arrival. If you need to exchange a product for the exact same item, please contact our customer service.

7. How to Initiate a Return To start a return, please contact our customer support team at:

• Email: ponsonbay@gmail.com

• Please include your Order Number and the reason for your return in the email. Our team will provide you with the return shipping address and further instructions.