Returns and Refunds Policy

1. Scope of Application

This policy applies exclusively to purchases made through the Pogalua website.

Purchases made on external creator websites are governed by their own terms.

2. Nature of the Products

Products available on Pogalua may be:

  • One-of-a-kind or handmade products.
  • Products created in small series.
  • Products shipped directly by the creator or by Pogalua.

For this reason, there may be variations compared with the images shown, without this being considered a defect.

3. Right of Withdrawal

The user has a period of 14 calendar days from receipt of the order to request a return, in accordance with applicable regulations.

Exceptions (returns are not accepted for):

  • Personalised or made-to-order products.
  • Products that, by their nature, cannot be returned (under applicable regulations).
  • In the case of one-of-a-kind pieces, the product page will expressly indicate whether any specific return limitation applies in accordance with applicable regulations.

4. Conditions for Accepting a Return

For a return to be accepted:

  • The product must be in good condition.
  • It must not have been used beyond what is necessary to check its nature.
  • It must be returned in its original or equivalent packaging.

Pogalua may refuse returns that do not meet these conditions.

5. Defective Products or Incidents

If the product presents a defect, damage, error, or any other issue, the user must contact Pogalua as soon as possible via orders@pogalua.com, indicating the order number.

In order to properly assess the case, Pogalua may request photographs or videos of the product, the received packaging, and any other relevant elements related to the incident.

Pogalua will evaluate the case and determine the appropriate solution, which may include:

  • Replacement.
  • Full or partial refund.
  • Repair, where applicable.
  • Another equivalent solution.

In cases involving defects, order errors, or issues attributable to the preparation or shipment of the product, Pogalua will initially handle the matter directly with the customer, without prejudice to any responsibilities that may internally correspond to the creator.

6. Return Process

To request a return, the user must contact Pogalua via orders@pogalua.com.

The process will be as follows:

  1. The user contacts Pogalua indicating the order number and the reason for the return.
  2. Pogalua reviews the case.
  3. Pogalua provides the specific return instructions.
  4. Where applicable, Pogalua will provide a return label or indicate the appropriate return method.

Returns will generally be sent directly to the corresponding creator, unless Pogalua indicates a different return address for specific cases.

If the customer uses a shipping method other than the one provided by Pogalua, they will be responsible for properly securing the package and keeping proof of shipment and tracking information.

The product must be returned properly protected in order to avoid damage during transport.

7. Return Costs

Return shipping costs will depend on the reason for the return:

  • In the event of defect, damage, incorrect order, or any issue attributable to the product, Pogalua will assume the return shipping costs with respect to the customer.
  • In the event of withdrawal or change of mind, the customer will assume the return shipping costs.

When Pogalua provides a return label in cases of withdrawal, the cost of that label may be deducted from the refunded amount, unless otherwise indicated.

8. Refunds

Once the product has been received and verified:

  • The refund will be issued using the same payment method used for the purchase.
  • The timeframe may vary depending on the payment provider.

Pogalua may withhold the refund until it has received the product or proof of its shipment.

9. International Shipments

For international shipments, any customs duties, import taxes, or other applicable charges in the destination country:

  • Are not included in the product price.
  • Are not included in the shipping costs unless expressly stated otherwise.
  • Are the customer’s responsibility.

These costs will not be refundable in the event of a return.

If the order is rejected by the customer due to customs duties, taxes, or import-related charges, Pogalua may deduct the resulting logistical and administrative costs from the refund.

Pogalua may temporarily or permanently limit the countries or regions available for shipping due to logistical, operational, or legal reasons.

10. Role of Pogalua

Pogalua acts as the party responsible for sales made through its website.

Although some products may be shipped by external creators:

  • Pogalua manages the relationship with the customer.
  • Pogalua assesses and decides on returns and incidents.
  • Pogalua may coordinate with the creator to resolve the case.

11. Misuse

Pogalua reserves the right to refuse returns in the event of:

  • Abusive use of the system.
  • Repeated unjustified returns.
  • Improper handling or tampering with the product.

12. Changes to this Policy

Pogalua may update this policy when necessary.

The current version will always be the one published on this page.