Refund policy
You have the right to cancel your order and return products within 14 days after receiving your order. Please fill out the form here and specify which products you'd like to return.
After receiving a confirmation email, please package the products (with their original packaging) securely and ship it to the following address:
Poyura
Postbus 9708
1006 GE Amsterdam
The Netherlands
The customer is responsible for the return shipping cost and for packaging it safely. We are not responsible for any damage incurred on the return trip if the customer has not packaged it securely.
Once we receive the returned products, we'll inspect them. If the products are in good and unused condition, we'll process your refund request within 14 days. We have the right to deny the refund request if the products have been used, the products are damaged, the original product packaging is missing or damaged, different products are sent back, or when the products aren't inside the returned package.
The original shipping cost cannot be refunded.
The following cases will not be refunded:
- The customer submitted a wrong and/or incomplete shipping address, and the order is already shipped.
- Orders that are incomplete or products arrived damaged because of how the post office and/or customs handled the package. Please send us a photo of the damage, and we'll send a replacement.
- A- and B-grade products, oops bags, mystery bags, customs products, and products on sale are final purchases. These products can't be returned or refunded.
- Products that are part of a fundraiser. All the profits, or a part, from these products go to charity. We are not able to get the funds back; therefore, a refund is not possible.
- Free products cannot be returned for a refund.
If there is a problem with your order or the shipping address isn't correct, please fill out the contact form or contact us at hello@poyura.co before your order is shipped.