Returns & refunds
Not completely satisfied? We are happy to help you further.
Of course, we hope you are satisfied with your purchase. If that is not the case, you can return your order within 14 days of receipt.
To process your return correctly and efficiently, please follow the guidelines below.
Requesting a return
Requesting a return is easy:
- Register your return via the Pomax returns portal within 14 days of receipt.
- Pack the items carefully, preferably in the original packaging.
- Use the return label you receive through the returns portal.
- Drop off your return shipment at the designated drop-off point.
- After receiving and inspecting your return, we will process the refund.
Return conditions
To qualify for a refund, returned items must meet the following conditions:
- The items are unused and in their original condition.
- All parts, accessories, and labels are present.
- The items are returned in their original packaging whenever reasonably possible.
- The items are packaged with sufficient protection to prevent transport damage.
If an item shows signs of use, is damaged, or is returned incomplete, Pomax reserves the right to charge for the reduction 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 fixed return fee of € 8.95 is charged for each return shipment. This amount will be deducted from the refund.
For items shipped by pallet, the return cost is calculated at the same price as the original pallet shipment.
Refund
After receiving and inspecting the return shipment, we will process the refund within 14 days.
The refund will be issued using the same payment method used for the original order.
When the entire order is returned in accordance with the statutory right of withdrawal, the standard delivery costs of the original order will also be refunded. The return fee of € 8.95 will be deducted from the refund.
Pomax may postpone the refund until the returned items have been received or until the customer has demonstrated that the items were sent back, whichever occurs first.
Items that cannot be returned
The following items are excluded from
return:
- Personalized or custom-made items.
- Items that are used, damaged, or incomplete.
- Sealed products that are not suitable for return for reasons of health protection or hygiene after the seal has been broken.
Damaged or incorrectly delivered
Check your order as soon as possible after receipt.
Did you receive a damaged item, is an item missing, or was the wrong product delivered? Please contact our customer service within 48 hours of receipt and include clear photos of both the product and the packaging. This will allow us to assess your report as quickly as possible and offer a suitable solution.
Large or fragile items
A different return procedure may apply to large, heavy, or particularly fragile items. In that case, please contact our customer service in advance. Together, we will determine the most suitable and safe way to arrange the return.
Still have questions?
Do you have questions about your return or refund? Our customer service team will be happy to help. Please feel free to contact us, and we will work with you to find a suitable solution.