Last updated: May 5, 2023
Please note that Poetica's Returns & Refunds Policy is also included in our Terms of Service.
Refunds, Returns & Exchanges
In the unlikely event that your order arrives damaged or faulty, Poetica may accept returns. We accept returns within 30 days of the product being purchased for products that have not been opened, used or damaged in any way, to be determined by Poetica in its sole discretion.
Any product returned after 30 days is not eligible for return. There are no returns on promotional or sale items, or for changes of mind. Exchanges are only accepted for damaged or faulty items and are additionally subject to product availability. Please notify us by email at firstname.lastname@example.org or email@example.com within seven (7) days of receiving your order to initiate the return process. We require this email notification to accept any returns or exchanges. Your email must include:
- Order number;
- Your mailing address;
- Your email address;
- Reason for the return/exchange; and
- Whether you would like a refund or an exchange.
Once received, we will evaluate your claims and may send instructions for the product(s) return if we determine, in our sole discretion, that the order is subject to our return policy. If subject to our return policy, you should send your products to 1178 Broadway #1000, New York, NY 10001 for further evaluation. You acknowledge and agree that the items are your responsibility until they reach our facilities. Within seven (7) days of receipt of the product(s), we will assess the product(s) and send you an email to let you know whether your return/exchange has been accepted with the details of your return. Any refund will be initiated within the seven (7) day period and will be subject to standard bank processing times. Any refund will be less the cost of shipping and processing fees and will be issued to the credit card or method of payment used to make the original purchase. Poetica does not charge any restocking fees. In the event we are unable to use the payment method on file, we will contact you. The time it takes for your exchanged product to reach you may vary depending on where you live.
Please direct any questions to: firstname.lastname@example.org.