30-Day Easy Returns
At Pooluna, we are committed to providing a seamless and transparent shopping experience. If something isn't quite right with your order, our team is here to help make the return process simple and straightforward.
Return Policy Overview
Return Window: You have 30 days from the date your order is delivered to request a return.
Item Condition: To be eligible for a return, items must be unused and in original condition, and returned with all original packaging, accessories, tags, and documentation. Items returned used, damaged, altered, or without original packaging may not be eligible for a refund and may be returned to the customer at their expense.
Return Authorization: All returns must be approved in advance. Items sent back without prior authorization cannot be accepted.
Return Costs
Damaged, Defective, or Incorrect Items: If your order arrives damaged, defective, or incorrect, Pooluna will cover all return shipping costs and arrange a replacement or refund. Please notify us within 48 hours of delivery and provide photos of the product and original packaging.
Customer Remorse (Change of Mind): If you purchased the wrong item, changed your mind, or no longer wish to keep the product, the customer is responsible for return shipping costs and original shipping fees are non-refundable.
How to Return an Item
1. Email support@pooluna.com with your order number and reason for the return.
2. Receive return authorization with instructions and the correct return address.
3. Repack the item securely in its original packaging.
4. Ship the item using a trackable shipping service. Pooluna is not responsible for return packages lost or undelivered during transit.
Refund Process
Once your return is received, our team will inspect the item. If approved, a refund will be issued to the original payment method within 7 business days after inspection. It may take additional time to appear on your account depending on your bank or payment provider.
Exchanges
If you would like to exchange an item for a different size, color, or product, please contact our support team and we'll assist you as quickly as possible.
Restocking Fees
Pooluna does not charge restocking fees on eligible returns.
Order Not Delivered
If your order has not arrived within the expected delivery window, please contact us at support@pooluna.com. We will investigate with the carrier and, if the package is confirmed lost, issue a full refund or send a replacement at no cost to you.
Non-Returnable Items
For hygiene or safety reasons, certain items may be non-returnable. Any non-returnable items will be clearly indicated on the product page.
Pooluna
Store Manager: Jamal Anthony Parker
2337 SW Morningside Rd, Topeka, KS 66614-1449, USA
Email: support@pooluna.com
Customer Service Hours: Monday–Friday, 9:00 AM – 5:00 PM (EST)