Returns & Exchanges
If something isn’t right with your Pohybei order, please contact hello@pohybei.com. We’re here to help with returns, exchanges, and product concerns.
1. Return Eligibility
You may request a return or exchange for an eligible standard product within 30 days of delivery.
For a change-of-mind return, the item must be unworn, unaltered, and undamaged, with all included charms, accessories, and components. Please include the original packaging where possible and provide your order number or another proof of purchase.
These conditions do not restrict your statutory rights concerning faulty, damaged, incorrect, or misdescribed goods.
2. How to Request a Return
Email hello@pohybei.com with:
- Your order number.
- The item you wish to return or exchange.
- Your preferred resolution.
- A brief explanation and photographs, if relevant.
We will review your request and provide the appropriate return instructions and address by email.
Please contact us before sending your parcel to confirm the correct destination. Do not assume that the address on your parcel or our business contact address is the return address. This request does not restrict any statutory cancellation right.
3. Shipping Costs
For returns or exchanges due to a change of mind, size preference, or another reason unrelated to a product fault, you are responsible for return shipping and any agreed shipping charges for the replacement item.
Original delivery charges are not refundable for these voluntary returns unless required by applicable law.
If we supplied a faulty, damaged, incorrect, or materially misdescribed item, we will provide an appropriate remedy and cover necessary return or replacement shipping costs where applicable.
Pack returned jewelry securely. We recommend using a tracked service and retaining your shipping receipt until the return is resolved.
4. Exchanges
Exchanges depend on available stock and materials. An identical replacement may not be available for a unique piece.
Before proceeding, we will confirm the replacement, any price difference, and applicable shipping charges. Additional payment will only be collected with your agreement. Any amount due back to you will be refunded.
5. Custom and Personalized Orders
Any special return or cancellation terms for genuinely personalized pieces will be explained on the product page or in your quotation before payment.
Where permitted by law and clearly disclosed beforehand, genuinely personalized pieces may be excluded from change-of-mind returns. Selecting a standard listed size or configuration does not automatically make an item non-returnable.
Custom-order restrictions do not remove your rights if a piece is faulty, uses incorrect materials, or does not match the confirmed specification.
6. Damaged, Incorrect, or Faulty Items
Please contact us promptly if your order arrives damaged, contains an incorrect item, or develops a fault. Photographs of the item and packaging can help us assess the issue.
We will arrange an appropriate resolution, which may include a repair, replacement, or refund, depending on the circumstances and applicable law.
The 30-day change-of-mind window does not replace any longer statutory rights you may have.
7. Material Characteristics
Natural gemstones and cultured pearls may vary in color, shape, pattern, and surface characteristics. These differences should remain consistent with the product description and any agreed custom specification.
Natural variation does not excuse damage, incorrect materials, or a significant difference from what was promised.
8. Refunds
After receiving and inspecting a return, we will notify you of the outcome and explain any issue affecting the refund.
Eligible refunds will be processed promptly, within any period required by applicable law, and generally returned to the original payment method. Your bank or payment provider may require additional time to display the funds.
Refunds are issued in the original order currency, USD. Any currency conversion differences are determined by your payment provider.
9. Contact Us
For help with a return, exchange, or refund, email:
Nothing in this policy limits consumer rights that cannot legally be excluded.