Refund policy

At Pono, we strive to provide the best products and services to our valued customers. We understand that there may be situations where you may need to return a product and seek a refund. To ensure transparency and clarity, we have established the following refund policy where the customer is responsible for the shipping costs associated with the return.

Eligibility for Refunds:

• Items sold as [OPEN BOX] are not eligible for refunds.
• To be eligible for a refund, you must initiate a return within 30 days from the date of purchase.
• The product must be unused, undamaged, and in its original packaging. We reserve the right to refuse a refund if the product does not meet these criteria.

Return Procedure:

• To initiate a return, please contact our customer support team at support@ponopillow.com. Provide your order number, product details, and reason for the return.
  
• Our customer support team will guide you through the return process, including providing you with the return address and any necessary instructions.
  

Shipping Costs:

• The customer is responsible for all shipping costs associated with the return, including packaging, insurance, and any other related expenses.
  
• We recommend using a reliable shipping service that provides tracking and insurance for the returned product. We are not responsible for any damage or loss that occurs during the return shipping process.
  
• In the event of a product exchange, we will cover the cost of shipping the replacement item to you.
  

Refund Processing:

• Once we receive the returned product and verify its eligibility for a refund, we will process your refund within 7-10 business days.
  
• The refund will be issued in the same form of payment used for the original purchase, unless otherwise specified.
  
• If the product was purchased through a third-party retailer or distributor, please refer to their refund policy for further instructions.
  

Exclusions:

• The shipping costs associated with the original purchase are non-refundable.
  
• Any additional fees, such as customs duties or taxes paid during the import process, are non-refundable.
  
• In cases of product defects, damages, or errors on our part, we will cover the shipping costs for the return and provide a replacement or a full refund, as per your preference.
  

Contact Us:

If you have any questions or concerns regarding our refund policy, please reach out to our customer support team at support@ponopillow.com. We are here to assist you and provide the necessary guidance.

Please note that this refund policy is subject to change without prior notice. It is your responsibility to review the policy periodically to stay informed about any updates or modifications.