Refund policy
1. Return Period
We offer a 30-day return policy, meaning you may request a return within 30 days of receiving your item (based on the delivery date). Unfortunately, if more than 30 days have passed, we cannot process a refund or exchange.
2. How to Initiate a Return (Step-by-Step)
To ensure a smooth return process, please follow these steps:
Request a Return: Please email service@ppoolclub.com with your order number and the reason for the return.
Review and Approval: We will review your request. If approved, we will provide specific return instructions and the return address.
Ship the Item Back: Please pack the item securely (keeping it unopened) and ship it back using the method recommended in the instructions.
3. Return Eligibility
To ensure safety and compliance, eligibility depends on the reason for the return:
Returns Due to "Change of Mind": If returning an item due to a change of mind or an ordering error, the item must remain in the same condition as received: unopened, unused, and in its original sealed packaging.
Returns Due to Defects or Damage: The "unopened/sealed" requirement does not apply to items that are damaged or defective upon delivery.
4. Return Process and Address
Items sent back without prior approval will not be accepted. Please ship approved returns to the following designated address (US Warehouse): 1819 ORCHARD AVE, GLENDALE, CA 91206
5. Return Shipping Costs
Responsibility for return shipping costs depends on the reason for the return:
Returns Due to Defects, Damage, or Incorrect Items: We (PPOOLCLUB) will cover the return shipping costs and provide a prepaid return shipping label.
Returns Due to "Change of Mind": If returning an item due to a change of mind or an ordering error, you (the customer) are responsible for the return shipping costs.
6. Return Handling Fees
We do not charge return handling fees.
7. Damage and Issues
Please inspect your order upon receipt. If the product is defective, damaged (e.g., a cracked watch face), or incorrect, please take a photo and contact us at service@ppoolclub.com within 7 days of delivery so we can assess the issue and resolve it properly.
8. Order Cancellation and Transaction Fees
Please contact us immediately if you need to cancel your order.
Before shipment: We will issue a full refund.
Transaction fees: Please note that if the cancellation is requested by the customer (e.g., due to a change of mind), transaction fees charged by payment processors (such as Shopify Payments, Stripe, or PayPal) may not be refundable. This is because these third-party platforms do not refund their processing fees to us, even when an order is cancelled.
9. Refunds
We will notify you once we have received and inspected your return. If the return is approved, the refund will be automatically issued to your original payment method; funds typically appear in your account within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund. If you have not received the refund more than 10 business days after the return was approved, please contact us.