Returns, Refunds & Exchanges -POVISON

Returns, Refunds & Replacements

I Received a Defective Item

We ask that you report any product defects within 14 days of you receiving your order. Please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the defective item(s), a complete description of the problem, provide pictures or video evidence clearly showing the problem, and item label(s) on the package. Depending on the situation, we will be responsible for refunds, an exchange or replacements according to your preference. Manufacturer defects found after 14 days of receipt are directed to the manufacturer's warranty.

POVISON.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods.

I Received an Incomplete Order or Missing Parts

We recommend checking the items within 48 hours of receipt and report to our customer service as soon as possible. Be sure to complete this process within 14 days of your delivery date. Depending on the situation, we will be responsible for refunds, an exchange or replacements according to your preference. After 14 days, POVISON will make every attempt to rectify, however charges may apply.

Missing an item

If you ordered under your account, please go to Account - My Orders to verify that all items have shipped. If you ordered as a guest, please check our notification emails or contact our customer service to verify. (Due to the inventory or limitation of the shipping way, or to speed up delivery, items may ship from different warehouses or different shipping ways).

If you have received all shipments but there is an item or items missing, please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the missing item(s), provide pictures or video evidence clearly showing everything received.

Missing parts of an item

If you have checked comparing with the Parts-List, unwrapped everything and gone through all boxes, confirmed that no one mis-placed, please contact our customer service, be sure to include the copy of your original order confirmation, indicate which part(s) & Qty of which item(s), provide pictures or video evidence clearly showing everything received.

POVISON.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of incomplete goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.

30 Day Return Policy

General Return

You can initiate a return within 30 days of receipt whenever you are not satisfied with the product, but you would need to pay for the return or exchange cost if no quality issue is involved. For general return you need to keep the complete original packaging. For more details, please refer [Why Should I Keep the Original Packaging] . Item(s) must be:

1. In brand-new condition

2.Uninstalled and/or non-assembled

3.Unused, no pieces missing

4.With original tags and complete original packaging (including any crate or wooden box, and its fillers) Please be aware that the 30 days return policy is based on the delivery time of each individual item shown on the carrier's website instead of the entire order. We would not accept if the item(s) are marked delivered greater than 30 days when you initiate the return.

Please be aware that the 30 days return policy is based on the delivery time of each individual item shown on the carrier's website instead of the entire order. We would not accept if the item(s) are marked delivered greater than 30 days when you initiate the return.

A few items can't be returned, including:

1.Clearance items

2.Customized items

3.Offline purchase (items or parts not listed on our website)

4.Items marked “Non-Returnable” on the product page

5.Assembled or disassembled products

6.Without original packaging (including the crate or wooden box or its fillers) or serious damage to the original packaging

Please note, any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.

What You Need to Know Before You Start A General Return

1.Please kindly DO NOT discard any original packaging or wrapping materials or crate from the item(s) you received.

2.You would need to package the same way when the item arrives to ensure the product meets the requirements for the carrier.

3.Any additional service on the order will NOT be refunded for the general return, including Room of Choice service, room of choice drop-off and white glove delivery.

4.At least a full view picture of the product and the outer box, and a picture of the internal packing needs to be provided so we can assess its condition and return eligibility.

5.You would need to cover the return shipping cost if there are no quality issues involved.

6.We could provide prepaid label(s) for the return in certain regions, the return shipping fee will be deducted once the item has been returned. If we are not able to provide a prepaid return shipping label, you would need to arrange the return yourself.

7.Any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.

8.It is not feasible to drop-off a return item to our warehouses personally.

Faulty or Damaged Products

1.Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product. such as the lights not working when fitted, and damage to furniture after opening, please make sure to take some pictures or a quick video demonstrating the problem. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.

2.All product issue inquiries may need to inform us within 14 days of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 14 days of receipt might be affected negatively due to uncertain factors outside of the time frame.

3.Please note that we do not cover the repair fee if unauthorized handyman services were hired.

Supplement Terms

1. Damaged items means items that have been damaged in shipping.
To help you efficiently, please report to customer service about the damaged product within 2 business days after you received the item and do not discard the damaged item, as well as its packaging. See I Receive a Damaged Item for further details.

2. Undeliverable and Refused Package
If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.

How to return the items?

1. Send an e-mail to supportingcenter@povison.com , along with your order ID, return item (SKU), return reason, and pictures or video that clearly showing the item package/box/crate, item label, and the item if you opened the box.

2. After receiving your request, our product expert will evaluate the return risk and shipping costs, then revert to you to confirm.

3. Once you confirmed, we would initiate a return label to you.

4. Please package the Item(s). Please ensure all parts are in the original packing way.

5. Ship out the package(s). We will process the refund after receiving the item completely and safely.

You will receive a notification email within 3-5 working days after we received your item(s), and when refund is processed. The refund will be made to the account that the funds were originally drawn from.

Please note that for credit card payment refund, please allow up to one billing cycle for your account to be credited. Please do not request a charge back from your credit card company during the return process due to the time it takes to resolve charge back disputes. It is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.

Why Should I Keep the Original Packaging?

Due to the nature of our products, whether it be large furniture or other smaller items, they are often in the heavy or delicate categories. Our packaging is specially made to cater to each individual item. They are rigorously tested to ensure they can withstand most kinds of incidences in transportation. Any self-packed items by the customer will have a high chance of being damaged on the way caused by flimsy materials or improper techniques. That's why we don't generally allow any returns without their complete original packaging. In a way, this also prevents lots of potentially wasted efforts and protects the customer's interest.

I Received a Damaged Item

We do our best to ensure every order arrives safe and secure. Despite the series of quality checks, occasionally products do arrive with damage. Should your product not arrive in perfect condition, we recommend reporting to Customer Service the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item, as well as its packaging. As soon as the damaged issue is confirmed, our dedicated Customer Care Team is on hand to resolve the issue and to advise on the best solution, including refund, replace or repair options.

To suit different occasions, we work out Concealed Shipping Damage and Obvious Shipping Damage, please match your occasions with either occasion in the below. Be sure to complete this process within 14 days of your delivery date. After 14 days, POVISON will make every attempt to rectify, however charges may apply.

Concealed Shipping Damage

If you have already accepted delivery and then find a concealed shipping damage (not visible on the outside of the packaging), please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the damaged item(s), provide pictures evidence clearly showing the damage and all packaging material & paperwork.

Once you notify us that your product was damaged, we will file a claim with the shipper. Please do not discard the damaged product or the packaging. Typically, the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.

Obvious Shipping Damage

If a shipment arrives at your door with obvious shipping damage, please immediately inspect the items and check their condition. With obvious damage on items themselves, please refuse the specific package, and clearly mark down the damage situation when signing any paperwork. If the carrier denies your refusal and insists on you accepting the shipment, please document the series of events (package damage, item damage, not being allowed to refuse, etc.) on all paperwork and take photographs. If you accept the goods without noting the circumstances, the carrier might refuse to address the damages caused during transit.

1.Photograph the whole process, the damage, all packaging material and paperwork.

2.Note any damages on the carrier delivery receipt or contact the carrier to submit a damage claim.

3.Reflect to our customer service by including the order ID, the item number & Qty of the damaged item(s), the claim number, providing pictures/videos evidence clearly showing the damage and all packaging material and paperwork.

4.If you accept the package, please DO NOT discard the damaged product or the packaging. Typically, the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.

Please note that if you attempt to return the damaged item without speaking to one of our customer service representatives, you will jeopardize your chances of making a claim, and you may not receive credit for the return.

POVISON.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.

I Received a Wrong Item

If you believe you have received the wrong product, please verify the item number of the item(s) you received compared to your order confirmation and/or invoice. If it does not match, contact customer service immediately, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the wrong item(s), provide pictures clearly showing the wrong item. The wrong item must be returned in original packaging, POVISON.com will be responsible for the return shipping cost. You can exchange it for the correct one or request a full refund.

POVISON.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of incorrect goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.

How Soon Will I Receive My Refund?

When we confirm to cancel your order, you will be refunded within 3 business days. When we receive your return, you will be refunded within 5 business days upon receipt and inspection. The refund will be made to the account that the funds were originally drawn from, namely the money will be sent back in the same way it was received.

If you originally paid with credit card, please allow up to one billing cycle for the credit to show in the bank statement. It mostly depends on how fast your bank processes the credit. Please do not request a chargeback from your credit card company during the return process. Due to the time it takes to resolve chargeback disputes, it is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.

If you originally paid with PayPal account balance, you could find the refund right away in your PayPal account.

Have a question? We're here to help

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supportingcenter@povison.com

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