Refund policy
1. Business Information
This website is operated by Pokora
Our registered address is: Calle Andalucía 2, 29670 San Pedro Alcántara, Málaga, España
For any questions, you can contact us at: mypokora@outlook.com
2. Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging where reasonably possible. You’ll also need the receipt or proof of purchase.
To start a return, you must contact us at mypokora@outlook.com. Returns sent without prior authorization will not be accepted.
Return address:
Calle Andalucía 2, 29670 San Pedro Alcántara, Málaga, España
3. Return Shipping Costs
Unless the item is defective, damaged, or incorrect, customers are responsible for return shipping costs.
If the return is due to our error (wrong or defective item), we will cover the return shipping costs.
Original shipping costs are non-refundable unless the return is due to our error.
4. Damages and Issues
Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged, or if you receive the wrong item.
We will assess the issue and offer a suitable solution, including replacement, repair, or refund where applicable.
5. Non-Returnable Items
Certain types of items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom or personalized products
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
We also do not accept returns on sale items or gift cards, unless required by applicable law.
6. Exchanges
The fastest way to ensure you get what you want is to return the item and place a new order once your return is accepted.
7. European Union – Right of Withdrawal
If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day you receive your item.
To exercise your right of withdrawal, you must inform us of your decision by contacting us at mypokora@outlook.com.
You must return the goods within 14 days of informing us.
You are responsible for return shipping costs unless otherwise stated.
The item must be returned in its original condition. However, you may inspect the goods as you would in a physical store.
8. Legal Guarantee (EU Customers)
If you are a consumer in the European Union, you are entitled to a minimum 2-year legal guarantee for goods that are faulty or not as described.
This is independent of and in addition to our return policy.
9. Refunds
We will notify you once we’ve received and inspected your return and inform you whether the refund has been approved.
If approved, your refund will be processed to your original payment method within 14 days from the date we receive the returned item or proof that it has been sent.
Please note that your bank or credit card provider may take additional time to process the refund.
10. Customs, Duties & Taxes
For international orders, customers are responsible for any customs duties, import taxes, or additional charges that may apply in their country.
We are not responsible for delays caused by customs.
11. Contact
If you have any questions about returns or refunds, please contact us at:
mypokora@outlook.com