To ensure a great shopping experience on POIZON, we offer hassle-free returns & refunds for most of our items. If you're not completely satisfied with your purchase, you can initiate a return, provided that the order meets all the applicable return requirements outlined in this policy.

I. Returnable Items

1. You can initiate a return for items that support the "3-day hassle-free return policy". Items eligible for this policy will be marked with an icon on the order details page, as illustrated below:

2. If you need to return an item you ordered, you must submit a return request within 72 hours of receiving the shipment. For example, if you receive your order on December 16 at 11:00 AM, you can request a return between December 16 at 11:00 AM and December 19 at 11:00 AM.

II. What's The Return Process Like?

1. Log in to your account on POIZON.com or POIZON App to request a return. If you are not registered, find the relevant order in the email we sent to you and click "View My Order" to access.

2. Find the order and click "Return".

3. Select the reason for your return. Depending on your selection, more information related to the item may be provided. Follow the instructions to fill in the details, and then click "Confirm" to proceed.

4. Choose your return method. You can either return via "UPS" or use your "Preferred Courier";

①If you choose to return via UPS, we will provide you with a UPS label (return shipping costs are the customer's responsibility) to help you ship the package back;

②If you choose to return via your preferred courier, please make sure to provide the correct tracking number to avoid any delays in processing your refund.

Regardless of the method you choose, please note that you must ship the package within 3 days of submitting the return request. Otherwise, the return process will be canceled.

5. Once the package is shipped, you can track the return and refund status on the order details page or via our email notification.

III. Refund

1. For items returned according to this policy and passing the inspection, POIZON will process your refund. Typically, this process takes 3-7 business days.

2. The refund will be issued to your original payment method. Depending on your payment method, it may take 5-14 business days for the refund to be completed.

3. For returns via UPS, a return shipping cost of $12.99 will be deducted from your refund.

4. If the return is not due to POIZON or the courier's fault, the forward shipping cost (from platform to customer) will be deducted from your refund.

5. Insurance fees, if applicable, will not be refunded.

IV. Non-Returnable Categories
The following categories are not eligible for return. For details, please refer to the order details page. Item types that are non-returnable include:

V. Conditions of Returns and Customer Requirements

1. Customers must ensure that the returned items and all related accessories (such as hangtags, manuals, and warranty cards, etc.) are complete and in their original condition, with no significant traces of use that cannot be restored.

2. Some items have outer packaging that serves a specific function or has value, so the original outer packaging must be returned along with the item.

3. The loss or damage to gifts do not affect the return of the item. But the refund will be adjusted to account for the value of any damaged or lost gifts.

4. Items with single-use sealed packaging must not be damaged. "Sealed" means the packaging is secured by the manufacturer with a seal or overall plastic encapsulation.

*Last Updated: 1/22/2025