Tuesday, September 17, 2019

Tried it on and didn’t love it? We’re bummed things didn’t work out for you, but here’s the good news: you get 14 days to return your items starting from the day you receive your shipment. We offer exchanges, store credit and refunds on returned items.  

RETURNING YOUR PURCHASES

As soon as you’ve decided you’d like to exchange or return, let us know. You have 14 days from the date you received your order to follow the below steps:

    1. Sign in to your account and under My Orders, select the order number containing the item(s) you would like to return.
    2. Click on the “CREATE EXCHANGE/RETURN” button and choose the reason for return. If you’d like an exchange, select your preferred size.
    3. Check the box to agree with our Return Policy. We’ll then send you an email with your return instructions.
    4. Ship items to us.

Note: Returns that do not meet our returned item condition policy below will not accepted by our warehouse.

RETURNED ITEM CONDITION POLICY

Items returned to us must be:

  • Unused
  • Unwashed
  • Undamaged
  • Intact with all original tags and labels
  • In original packaging

Items which do not meet these criteria are not eligible for refund or exchange or store credit and shipped back to you.

EXCHANGES

There’s no cost to exchange your purchase, although if you’re based outside the US, taxes and duties are applicable. If you wish to try another style, simply return it for a store credit refund and purchase the new item separately.

REFUNDS

You can choose to receive your refund either as store credit to your Ponguniverse account or to be issued in the original form of payment. Please allow 2-3 weeks from the return ship date for your account to be credited, and 1-2 billing cycles for the credit to appear on your statement. If you made your purchase using a gift card, e-gift card, or store credit, refunds will be issued to the original card that was used. The refund amount will include only the amount paid by you after any discount or reward credit was applied to the returned item(s) and it will not include any shipping charge paid by you unless you are returning a damaged, defective, or the wrong item was sent to you

REPEATED RETURNS

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your POnguniverse account or future orders being refused.
If this applies to your account, we will be in touch

SHIPPING CHARGES

Unfortunately, we do not refund postage/shipping charges. The refund amount will include only the amount paid by you after any discount or reward credit was applied to the returned item(s) and it will not include any shipping charge paid by you unless you are returning a damaged, defective, or the wrong item was sent to you.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

We aim to process your return ASAP, but on occasions, it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 21 days of returning the item(s), please contact us with the proof of postage information on your Post Office receipt and we will check this out for you.

DAMAGED ITEMS

It’s possible that you might receive a damaged item. There are a handful of reasons why that might have happened. It could be a manufacturer’s error, our error or damaged during shipping. As you already know, our products go through quality control products process, However, as with everything, we might accidentally let through an item that has defects. If you receive a damaged or defective item, we always take full responsibility and provide a free replacement. In that case we will ask you to provide us with photos of the unsatisfactory product and the packing slip. 

WRONG ADDRESS

If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

UNCLAIMED ITEMS

Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.

"LOST IN TRANSIT" ITEMS

To inform our customer support team of a lost in transit shipment, use the same problem report. This is most common with international shipments sent without international tracking but sometimes happens with domestic orders as well. Usually, you will see limited or no entries to the tracking log from the link we provide. This shows that the package might be lost. With international orders, since the package has no international tracking, it does not get scanned in each warehouse and location it arrives at, which makes it more prone to getting lost in transit. Domestic orders are more likely to be lost somewhere along the way to its next scanning point. 

The best thing to do when this happens to double check with the shipping carrier to confirm the shipping address you provided. Once you’ve confirmed it, get in touch with our support team using our contact form.