Returns & refunds
Not completely satisfied? We’re happy to help.
Of course, we hope you’re happy with your purchase. If not, you can return your order within 14 days of receiving it.
To ensure your return is processed correctly and promptly, please follow the guidelines below.
Requesting a return
Requesting a return is simple:
- Notify us of your return within 14 days by emailing webshop@pomax.com
- Pack the items carefully, preferably in their original packaging.
- Use the return label you receive from our customer service team
- Drop off your return at the designated drop-off point.
- We’ll process your refund once we’ve received and inspected your return.
Return conditions
To be eligible for a refund, returned items must meet the following conditions:
- Items must be unused and in their original condition.
- All parts, accessories and labels must be included.
- Where reasonably possible, items must be returned in their original packaging.
- Items must be packaged securely enough to prevent damage during transit.
If an item shows signs of use, is damaged or is returned incomplete, Pomax reserves the right to charge for any loss in value in accordance with applicable law, or to refuse the return if the product is no longer in a saleable condition.
Return costs
A flat return fee of € 8,95 is charged for each return shipment. This amount will be deducted from your refund.
For items shipped on a pallet, the return shipping cost will be the same as the cost of the original pallet shipment.
Refunds
We’ll process your refund within 14 days of receiving and inspecting your return.
Refunds are issued using the same payment method used for the original order.
If you return your entire order in accordance with your statutory right of withdrawal, the standard delivery costs for the original order will also be refunded. The € 8,95 return fee will be deducted from your refund.
Pomax may withhold the refund until the returned items have been received or until the customer has provided proof that the items have been sent back, whichever happens first.
Items that cannot be returned
The following items are excluded from
return:
- Personalized or custom-made items.
- Items that have been used, damaged or are incomplete.
- Sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed.
Damaged or incorrect items
Please check your order as soon as possible after receiving it.
Did you receive a damaged item, is an item missing, or were you sent the wrong product? Please contact our customer service team within 48 hours of receipt and include clear photos of both the product and the packaging. This will help us assess your report as quickly as possible and offer a suitable solution.
Large or fragile items
A different return process may apply to large, heavy or particularly fragile items. In that case, please contact our customer service team in advance. We’ll work with you to find the most suitable and safe way to arrange the return.
Still have questions?
Have questions about your return or refund? Our customer service team will be happy to help. Please feel free to contact us, and we’ll work with you to find a suitable solution.