Refund policy
You are eligible to receive a refund or replacement within 21 days of receiving your order under the following conditions:
- Item is defective or damaged
- Received the wrong item
- Item was not delivered
*Defective or damaged condition includes rips, tears, or other physical damage to the material.
*If the item is in good/working condition and does not meet the criteria above, we are unable to provide a refund. However, if you are unhappy with your order, please reach out and we will do our best to find a resolution.
To initiate a refund/replacement request, the following information must be emailed to support@ponponlabs.com within 21 days of receiving your order:
- Full Name
- Order Number
- Reason for your refund or replacement request
- Full-size photo of the item you received
- Photos that clearly show the damage/defect
We will notify you once we’ve received and assessed your request, and let you know if the refund was approved (it would be refunded to the original payment method).
By placing an order with PonPonLabs, the customer acknowledges and agrees to all our shipping/return policies, terms and conditions.