At Poison Design, we strive to provide our customers with high-quality products and exceptional customer service. We understand that sometimes, for various reasons, a customer may need to return a product, and we want to make that process as easy and hassle-free as possible.
Our returns policy is designed to be fair and reasonable, while also protecting the interests of our business. We encourage all customers to read this policy carefully before making a purchase from our online store.
- Eligibility for Returns
We accept returns for products that are defective, damaged, or incorrect, as well as for products that do not meet the customer’s expectations for any reason. To be eligible for a return, the following conditions must be met:
- The product must be in its original packaging, with all tags and labels attached.
- The product must be unused and in the same condition as when it was received by the customer.
- The customer must contact us within 14 days of receiving the product to request a return.
- The customer must provide proof of purchase, such as an order confirmation number or receipt.
- Returns Process
To initiate a return, customers must contact our customer service team by email or phone. Our customer service team will provide the customer with instructions for returning the product, including the address to which the product should be shipped.
The customer is responsible for all shipping costs associated with the return, unless the product is defective, damaged, or incorrect. In such cases, we will provide a prepaid shipping label or arrange for a pickup of the product.
Once the product is received and inspected, we will issue a refund to the original payment method, less any shipping charges and restocking fees, if applicable. Refunds may take up to 10 business days to appear on the customer’s account.
- Exchanges
We do not offer direct exchanges at this time. Customers who wish to exchange a product should follow the returns process outlined above and place a new order for the desired product.
- Non-Returnable Items
Certain items are not eligible for returns, including:
- Custom or personalized products
- Gift cards
- Clearance or sale items
- Refusal of Returns
We reserve the right to refuse returns for products that do not meet the eligibility criteria outlined above or that are returned without prior authorization. We may also refuse returns if we suspect abuse of our returns policy or if the customer has a history of excessive returns.
- Damaged or Defective Products
If a product arrives damaged or defective, customers must contact our customer service team within 48 hours of receiving the product. We will arrange for a replacement or refund, as appropriate, and will cover all shipping costs associated with the return.
- Incorrect Products
If a customer receives an incorrect product, we will arrange for a replacement or refund, as appropriate, and will cover all shipping costs associated with the return.
- Changes to Returns Policy
We reserve the right to modify or update this returns policy at any time, without prior notice. Any changes will be effective immediately upon posting on our website.
We appreciate the trust and confidence our customers place in us, and we are committed to providing a positive shopping experience for everyone. If you have any questions or concerns about our returns policy, please do not hesitate to contact our customer service team.