Thank you for choosing PumicePly. We are committed to providing you with high-quality products and a satisfactory shopping experience. If you are not completely satisfied with your purchase, you can apply for a return or refund according to the following policy:

I. Return Application Conditions

You can submit a return application within 30 days of receiving the goods, provided the following conditions are met:

The goods are in an unworn, unwashed, and unused condition.
The product tags are intact and the packaging is complete.
The goods do not affect resale.

If the above conditions are not met, we reserve the right to refuse the return application.

II. Returnable Items

Returns or refunds are supported in the following situations:

  1. Product Quality Issues

Including but not limited to:

Obvious damage or defects

Wrong item sent (incorrect style/color/size)

👉 Handling Method:

Provide photos or videos as proof

You can choose a refund or free replacement
Return shipping costs are borne by PumicePly

  1. Non-Quality Issues (e.g., dislike/size not suitable)

👉 Handling Method:

You can apply for a return and refund

The item must meet the return conditions
Return shipping costs are borne by the buyer

III. Non-Returnable Items

The following items are not eligible for returns or refunds:

Items that have been worn, washed, or used

Items damaged due to personal reasons

IV. Return Process
Contact customer service to submit a return request (provide order number)
Customer service reviews and provides a return address
Send the item back as required and provide the tracking number
Return Address: 8720 Sunset Boulevard, Suite 305, Los Angeles, CA 90069
We have received and inspected the goods.

⚠️ Please do not return goods without confirmation, as this may result in processing failure.

V. Refund Policy

We will process the refund within 3-5 business days after receiving and confirming the returned goods.

The refund will be returned to your original payment account.

The actual arrival time depends on the bank or payment institution.

VI. Shipping Costs
Situation | Shipping Cost Responsibility
Product Quality Issues | PumicePly | Buyer | Non-Quality Issues | Buyer |

⚠️ Initial shipping costs are usually non-refundable unless the return is due to a quality issue.

VII. Exchange Policy

If you need to exchange an item (e.g., size or color):

Please contact customer service to confirm stock availability. The exchange process is similar to the return process. For exchanges due to non-quality issues, the buyer is responsible for round-trip shipping costs.

VIII. Order Cancellation

Orders can be cancelled and fully refunded before shipment.
Once an order is shipped, it cannot be cancelled directly; please follow the return process.

IX. Important Notes

We recommend using trackable logistics for returns.
Please keep your return receipt safe.
If the return is due to an incorrect address or no one signing for the package, the buyer will be responsible for any additional costs.