POIHY™ · Return & Refund Policy
The steps, eligibility requirements, and costs involved in resolving a purchase after delivery.
Start with the return window
Eligible products may be returned within 30 calendar days after confirmed delivery.
A standard return should generally meet these conditions:
- The item is unused and remains in its original condition.
- All original parts and accessories are included.
- Original packaging is included wherever reasonably possible.
- Valid proof of purchase or relevant order information is available.
Request instructions before shipping anything
Email service@poihy.com with your order number, the item you want to return, your reason, and relevant photographs or videos.
We will review the request and, following approval, provide the appropriate return warehouse address and instructions. Do not automatically send a return to our business registration address.
Return costs depend on the reason
Change of mind or personal preference: For an eligible return that is not caused by a product or fulfillment problem, the customer is generally responsible for the return shipping cost.
A product or fulfillment problem: When an item is damaged, defective, incorrect, incomplete, or materially misdescribed because of the product or our fulfillment process, we will arrange an appropriate replacement, refund, or return solution. You will not be required to bear additional costs arising from that error.
Report a problem with the order
Contact us as soon as reasonably possible if your delivery contains a damaged, defective, incorrect, incomplete, or materially different item. Include the order number and supporting images or video where appropriate. We will assess the circumstances and provide a reasonable replacement, refund, or return arrangement.
Inspection and the refund timeline
We may inspect a received return to confirm that the applicable requirements have been met. Eligible, approved refunds go back to the original payment method, generally within 5–10 business days after the returned item has been received and inspected. Your bank or payment provider may take additional time to show the credit in your account.
If you need to cancel before fulfillment
Email us promptly to request cancellation. We will make reasonable efforts to honor requests received before fulfillment begins, but cancellation cannot be guaranteed once fulfillment or shipment has started. There is no cancellation fee when an order is successfully canceled before fulfillment.