At ponomastell (operated by Hong Kong Anchen Jossie Trade Co., Limited), customer satisfaction is our top priority. We strive to make our return, exchange, and refund process as simple, transparent, and worry-free as possible.

1. 180-Day Return Policy

We offer an extended 180-day return window. You have 180 days after receiving your item to request a return or exchange.

To be eligible for a standard return:

• The item must be unused, unwashed, and in the same condition that you received it.
• It must be in its original protective packaging, including all boxes, manuals, and accessories.
• A receipt or proof of purchase (e.g. Order Number) is required.

2. Damaged, Defective, or Incorrect Items (Free Replacement)

If your order arrives damaged, defective, or incorrect upon delivery:

• Please inspect your package immediately upon delivery.
• Contact us within 7 days of delivery at service@ponomastellvip.com with your Order ID and a clear photo or short video showing the issue.
• Once verified, we will send you a 100% free replacement immediately without requiring you to return the damaged item.

3. How to Initiate a Return

To start a return for any other reason, please follow these steps:

• Contact our customer support team at service@ponomastellvip.com with your Order ID and the reason for return.
• Our team will review your request and provide you with detailed return authorization and shipping instructions.
• Items sent back to us without prior return authorization will not be accepted.

Note: Unless the return is due to a defect or error on our part, customers are responsible for paying the return shipping fees.

4. Refunds & Processing Time

Once your returned item is received and inspected by our warehouse team, we will notify you of the approval or rejection of your refund:

• If approved, your refund will be automatically processed to your original payment method within 3–7 business days.
• Please note that original shipping charges (if any) are non-refundable.
• Depending on your payment provider or credit card company, it may take additional time for the refund to reflect on your statement.

5. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

6. Contact & Company Details