Refund policy

Refund & Purchase Protection Policy

1. Situations Covered for Refunds

Customers may be eligible for a refund if one of the following issues occurs with their order:

Product Does Not Match the Listing

The received item is substantially different from the description, photos, or details shown in the product listing.

Item Arrived Damaged

The product was damaged while being transported and arrived in an unsatisfactory condition.Only applicable if parcel oppening video is provided with damage shown in the video.

Wrong Product Received

A different item was delivered instead of the one ordered.

Missing Products

One or more items from the order were not included in the package upon delivery.In this case refund will be given for that item only.

All refund requests must be submitted within 4 days after the delivery date.

2. Submitting a Refund Request

To report an issue and request a refund, please contact our support team at pokovault.support@gmail.com within 4 days of receiving your order.

Please provide:

  • Your order reference number

  • A detailed explanation of the issue

  • Clear photographs or other supporting evidence.

  • Any additional information that may help us review the case.

Incomplete requests may delay the review process or can be canceled.

3. Claim Assessment

After receiving your request:

  • Our team will examine the information and evidence provided.

  • We may ask for additional details if needed.

  • If the issue qualifies under our protection policy, the refund request will be approved.

Most claims are reviewed within 1 to 3 business days, although some cases may require additional investigation.

4. Refund Processing

Approved refunds will generally be returned to the original payment method used for the purchase.

Where appropriate, refunds may be issued as store credit instead.

Once approved, refunds are usually processed within 3 to 7 business days, depending on your bank or payment provider.

5. Product Returns

Certain situations may require the item to be returned before a refund can be completed.

If a return is necessary:

  • Instructions will be provided by our support team.

  • The item must be returned in the condition in which it was received.

  • The item must not have been altered, repaired, or intentionally damaged.

Failure to follow return instructions may affect refund eligibility.

6. Cases Not Covered

Refund requests may be declined if:

  • The request is made more than 4 days after delivery.

  • The product has been altered, modified, or intentionally damaged after receipt.

  • Adequate proof of the issue cannot be provided.

  • The issue resulted from improper use, negligence, or mishandling by the customer.

  • Minor differences exist that do not significantly impact the product, including slight color variations caused by lighting, photography, or screen settings.

7. Lost Shipments

If your package appears to be lost while in transit, please contact us promptly.

We will work with the shipping carrier to investigate the matter. Depending on the findings, a replacement, store credit, or refund may be offered.

8. Misuse of the Policy

To maintain a fair marketplace, we reserve the right to reject claims that are suspected to be fraudulent, misleading, or abusive.

Customers who repeatedly misuse the refund process may have their purchasing privileges restricted (ban).

9. Contact Information

For questions regarding this policy or assistance with an order, please contact us:

PHONE- pokovault.support@gmail.com

Our goal is to provide a secure and dependable shopping experience while resolving customer concerns fairly and efficiently.