Return Policy
CAN I EXCHANGE ITEMS?
We have a ‘No Exchange’ policy. If you would like to exchange any item, please make a return and place a new order or purchase
I FOUND ISSUES WITH THE ORDER THAT I RECEIVED, WHAT CAN I DO?
If you have received a faulty item, detect missing, incorrect items or defects, please contact Customer Service within 5-7 days after receiving your order.
CAN I RETURN CLEARANCE ITEMS?
- All Clearance items purchased online and in-stores are marked as final sale and are not eligible for returns and refunds. Items with the following descriptions are NOT eligible for returns and refunds:
- For online items marked as “Item cannot be returned”
TERMS AND CONDITIONS FOR RETURNS
- You must return before the deadline:
- Online Purchases: return within 30 days from the date of delivery
- Your returns must be in their original condition, unworn, unaltered, unwashed with all tags attached including items packed in boxes to be returned with their boxes
- Hygienic purposes items are non-returnable including:
- Intimates: underwear, nipple covers, sticky bras, and fashion fix tapes
- Accessories: hair clips, hair pins, hair ties, headpiece, anklets, bracelets, earrings, necklaces, chokers, socks/legwear, and masks
- Swimwear
- Bath & Body: sanitizers
- Other Products: personalized and custom-made items
WHAT ARE MY RETURN OPTIONS?
- Self Shipment: available at your convenience, but additional costs may apply depending on the courier you use, the weight of the return, and the country you are shipping from..
HOW DO I RETURN MY ITEMS?
Firstly, create a return form for items which you wish to return by following the below steps:
- Go to “My Returns” under your Account
- Click on “CREATE A RETURN”, select the items you wish to return, and the reason why
- Press “Continue” and choose the preferred Type of Refund.
- Review the return summary and select your preferred Return Method below:
Self Shipment:
Please note, you are responsible for the cost of return shipping for this option.
– Pack your items with the Pomelo Return Form attached outside the package and postmark it to:
Address: 4283 Express Lane
Suite 610-821
Sarasota, FL
United States 34249
OR
Address : 313@Somerset , #B1-23 to 34, 313 Orchard Rd, Singapore 238895
Contact number : +65 6235 1694
– Please note, you’ll need access to a printer in order to complete your return.
WHAT ARE MY REFUND OPTIONS?
- Online Purchases
1.1 Select “Deliver to My Address” location > “Pay Now”
Full priced and discounted items are eligible for refunds in the original form of payment (credit card/debit card) or Store Credit.
*Clearance, and selected items are non-refundable.*Please note, Store Credits cannot be exchanged into cash or converted into a credit card refund. Store Credit does not expire and can be used to purchase any items on pomelofashion.com and on the Pomelo App only.
The refund conditions are as specified by the Company. Pomelo reserves the right to reject any refund requests if the returned item does not meet the conditions listed above, and to modify the terms and conditions without prior notice.
HOW LONG WILL MY REFUND TAKE?
Online Purchases
– Self Shipment: A credit card refund is available once your return has been submitted online, dropped off or postmarked, and received by our warehouse within 30 days of the delivered confirmation status. Expect to receive the refund after the lapse of approximately 30-45 business days from the date you returned your items.
HOW DO I CHECK MY RETURN STATUS?
You may check your Return Status under “My Returns” with the following stages
- Online Return Created: Your return has successfully been created.
- Package Arrived at Pomelo: Your return has arrived at our Returns Center.
- Refund Issued: Your refund has successfully been processed.
- Refund Denied: Your refund has been denied/rejected and cannot process the refund.
- Return Expired: Your return has expired and is no longer eligible for the refund.
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