Returns

Change of heart? If you receive your item and change your mind we are happy to accept returns of full price items within 7 days of receipt if they meet the conditions below. 

CONDITIONS

We want you to be completely satisfied with your purchase. If you change your mind for any reason, we will happily accept a return subject to the
following conditions:

  • The item(s) must be returned within 14 days of receipt.
  • Item(s) must be returned in original condition.
  • Sale items cannot be returned or exchanged. 

HOW TO RETURN YOUR ITEM

Please email us within 7 days of receipt at sales@pompalace.ca with the subject line "POM SHOP RETURN" to receive authorization of your return. Please include the following information in your email:

  • Order number
  • Item(s) being returned
  • Reason for the return

    Once approved, you will be provided with a return address. Please include the original invoice so we can identify your order. Before returning please ensure you have read and understood our returns policy. If any item(s) are returned that donʼt meet our policy, it will be returned back to the customer.

    HOW WE PROCESS YOUR REFUND

    Once we receive your item(s), they will undergo a quality review and once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. Please allow up to 7-10 business days for returns to be processed. 

    HOW YOU WILL BE REFUNDED

    We will refund your item via its original form of payment for the purchase. Once your item has been received and approved for refund we endeavour to process immediately, but please allow 7-10 business days. You will receive an email confirmation of the return and refunded item and amount. We do not refund initial shipping charges for items returned, other than for faulty items. We recommend using a traceable delivery method and taking note of your tracking number.

    IF YOUR ITEM IS FAULTY

    You are entitled to a full refund or exchange on any faulty goods. Please notify us at sales@pompalace.ca within 7 days of receiving the item and we will provide instructions on how to proceed. We ask that you also send photos, so that we can review and ensure that it doesn't happen again.

    Please note that faulty items do still follow our return guidelines, and we must be notified within 7 days, and the parcel in the post within 14 days of receipt. 

    RECEIVED AN INCORRECT ITEM

    If you seem to have received the wrong item please email us at sales@pompalace.ca so that we can correct it.

    CHANGES TO YOUR ORDER

    Unfortunately, we are unable to make any changes or cancel your order once it has been placed. Please ensure all details on your order are correct before going forward with your order, we recommend double checking your shipping address. Please note we reserve the right to cancel any order at any time.