Returns & Refunds Policy

Overview

At Poka Luxe, we aim to deliver exactly what you expect. Because many of our items are sourced or pre-ordered, our refund policy is structured to ensure fairness to both you and our sourcing process.

1. When You Can Get a Refund

You are eligible for a refund only in the following cases:

• The item has not yet been ordered or processed
• You received the wrong item
• The item arrived damaged or defective

2. Pre-Order & “Source For Me” Items

For sourced or pre-order items:

• A 70% deposit confirms your order
• Once sourcing or ordering has begun, the deposit becomes non-refundable

Exception: You may still qualify for a refund if:

• The wrong item was delivered
• The item is damaged or defective

3. Balance Payment Rule

Once your item arrives:

• You will be notified to complete the remaining 30% balance
• Payment must be made within 7 days

If payment is not made within this period:

• Your order will be canceled (defaulted)
• The item may be resold to another customer

4. Deposit Refund After Default

If your order is defaulted:

• Your deposit is not lost
• However, it will only be refunded after the item is successfully resold

Important:

• Refund timing depends on how quickly the item is resold
• Refunds are not immediate

5. Returns for Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item:

• Contact us within 48 hours of delivery
• Provide clear photos or videos as evidence

After review, we will:

• Replace the item, or
• Issue a refund where applicable

6. Items Not Eligible for Refunds

We do not offer refunds for:

• Change of mind after order confirmation
• Delays outside our control (shipping, customs, etc.)
• Minor differences in color, packaging, or appearance
• Failure to complete payment within the required time

7. Processing Time for Refunds

• Approved refunds are processed within a reasonable timeframe
• For defaulted orders, refunds are processed only after resale
• Refunds will be issued via the original payment method where possible

8. Shipping Costs

Shipping fees are non-refundable, except where the return is due to our error (wrong or defective item).

9. How to Request a Refund

To request a refund or report an issue:

• Email: info@pokaluxe.com
• Or use the contact page on our website

Include:

• Your order details
• Description of the issue
• Supporting photos/videos (if applicable)

Important Note

By placing an order with Poka Luxe, you agree to this Returns & Refunds Policy.