RETURNS & EXCHANGE
Our high priority is to guarantee your full satisfaction and happiness from purchased items. If, for any reason, you are not satisfied with your order, you may return it within thirty (30) days from the date when your order was delivered to you. The products may be returned by dispatching the package through a shipping agent of your choice. You may also return your order to one of our branches.
TERMS & CONDITIONS OF RETURN
The right to return products shall be deemed correctly exercised once the following conditions have been fully met:
- the Customer is obliged to inform the POCA & POCA Customer Service about the planned return within thirty (30) days from the date of receipt order
- complaint and returns will be considered within 14 working days
- the products have to be in the same condition they were in upon your receipt. That means the items should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and that any labels or tags should be intact
- the original tag should be attached in the undisturbed condition to the products label
- the products are returned in their original packaging
- POCA & POCA must receive the goods within thirty (30) days from the date the package was delivered to you
- in case of orders for custom personalized products (matching circuits, shortening, lengthening and customized labels) we do not accept the return
- we do not accept returns of creations from the Bridal Weekend collection; in the case that the creation does not meet Customer’s exceptional expectations, we only allow exchange
If you have fulfilled all requirements set forth above, POCA & POCA shall refund the entire price for the returned purchased products. Any duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. You will be notified if the returned products cannot be accepted.
MAIL WITH NOTIFICATION
An email notifying the request should include a case of the request. If you have decided to return, exchange or if you would like to make a complaint about the purchased goods, please send us an email to the following address: email@example.com
Please note that our parcels do not contain a pre-printed return airway bill. You can ship your returns to POCA & POCA with a shipping service of your choice. The return shipping will be at your own expense. Please verify that you have accurately completed and included with your package all the necessary documentation for Customs clearance. We recommend that you consult with local authorities and/or your selected shipping service to ensure that the documentation is sufficient. POCA & POCA cannot be held responsible for parcels that are detained at Customs because of lacking or insufficient documentation. Therefore we highly recommend that you choose a shipping service that permits you to trace it at any time. Be sure that the type of shipping you choose guarantees the delivery of the parcel within the time frame of 30 days from the date on which you received your order.
WHERE TO SHIP
The homeland of our company is Poland, however we also have our headquarters and partners in the Middle East. Because shipments are international, pay attention to the place where the orders are returned. Generally all returned items shall be delivered to our main office in Poland.
The below address is to be used only for Customers from outside Europe:Poca House FZEJumeirah ParkDistrict 8Street H2Villa N1800-000 DubaiUnited Arab EmiratesPhone: +971 508 719 309
Customers from Europe are asked to send orders to the address of our main headquarter in Poland. Below address is for Customers living in Europe:AGWGUl. Jana Kochanowskiego 30 B33-100 TarnówPOLANDCustomer Service SpecialistPhone: +48 533 186 706
REFUND TIMES & PROCEDURES
After POCA & POCA has received the returned products and checked that the products meet all requirements, you will receive an email with a notification. Your refund will be payable with the same payment method you chose for purchase. If you have paid by credit or debit card, we will refund the balance to the card originally used. Your balance will be refunded after receiving returned good(s) by our team. Once we have received your return shipment in our warehouse, we will send you a notice of cancellation via e-mail, confirming receipt of the parcel. We will provide a refund using the same method used to make the payment within seven days of receiving your notice of cancellation, provided we have received the item or evidence of you having sent back the item. POCA & POCA shop on-line will be able to refund the value of order. The time period for refunding the amount you paid for purchasing the returned products depends on the payment type used:
- payment by Credit Card: refund time will depend on the credit card company’s policies. We will gladly refund your funds via Pay Fort system and usually the return process takes 1-2 business days
- payment by PayPal: refunds will be credited to your PayPal account and it will be visible immediately
- payment by bank transfer: refund time depend on the bank’s policies. Usually funds transferred are visible 1-3 business days, depending on the country from which we received the transfer
POCA & POCA accepts exchanges on the right of return. That means that the Customer should deliver us unsatisfied item and then we will refund the value of the ordered good(s). To replace the order, follow the instructions provided in the return regulations. Once, the order is returned, there is a need to do another order. Your exchange will proceed after receiving returned good(s) and placing a new order for the required product. Once we have received your replace shipment in our warehouse, we will post you a notice of cancellation via e-mail, confirming receipt of the parcel.