Refund Policy

Thank you for shopping with Poisella. We hope you are happy with your purchase. However, if an item does not meet your expectations, you may return it for a refund, store credit, or size exchange, subject to the conditions outlined below.

Returns

Return requests must be submitted within fourteen (14) days of delivery. Returned products must be unused, unworn, unwashed, and sent back in their original packaging.

How to Start a Return

To request a return, contact us at support@poisella.com . After your request has been approved, securely place the item in its original packaging with any return documentation provided. Ship the package to the return address confirmed by our customer support team.

Customers are responsible for all return shipping costs. We recommend using a trackable shipping service when sending your return.

To support a smooth return process and confirm eligibility for a full refund, you must provide a clear photo showing every item being returned before shipping the package.

Take the photo at your selected shipping location before the package is sealed and shipped. The image must clearly show all returned items inside the package. This helps us verify the contents and process your request efficiently.

Returns sent without photo verification may take longer to process. A partial refund may apply if any items are missing.

Refund Processing

After we receive and inspect your return, we will process the approved refund, store credit, or exchange within seven (7) business days. Depending on your bank or card issuer, the refund may take an additional one to two billing cycles to appear on your statement. We will email you once the return has been processed.

Damaged or Incorrect Items

Poisella is committed to providing high-quality products. In the unlikely event that you receive a damaged, defective, or incorrect item, we will work to resolve the issue as quickly as possible.

Please follow these steps:

1. Inspect Your Order: Review all items as soon as your package is delivered.
2. Document the Issue: Take clear photos or videos of the affected item and its packaging. Make sure any damage, tears, incorrect details, or other visible problems can be clearly seen.
3. Send Us the Evidence: Email the photos or videos, along with your order number, to support@poisella.com within fourteen (14) days of delivery.
4. Eligibility for a Replacement or Refund: If we confirm that the item was damaged during shipping or that an error occurred on our part, we will provide a replacement or issue a full refund at no additional cost. Products damaged because of misuse, mishandling, improper washing, or incorrect care are not eligible for a return or exchange.

Thank you for your patience and cooperation. Our goal is to ensure that you have a positive shopping experience with Poisella.

Return Requirements

All returned items must meet the following conditions:

• Unworn and Unwashed: Products must be returned in the same condition in which they were received. Items that have been worn, washed, altered, or used cannot be accepted.
• Original Packaging: Products must be returned with their original packaging.
• No Signs of Damage or Use: Returned items must be free from stains, odors, damage, or visible signs of wear unless they arrived damaged or defective.
• One-Time Replacement Exception: In certain situations, we may provide a replacement without requiring the original item to be returned. If you are not satisfied with the replacement, both the original item and the replacement must be returned to qualify for a refund. This exception may only be offered once. Any additional replacement request will require the applicable item to be returned.

Exchanges and Refunds

We hope you enjoy your purchase, but we understand that an item may not always work as expected. Eligible products may be returned for a size exchange, store credit, or refund to the original payment method. Original shipping charges are nonrefundable unless the return is caused by an error on our part.

Return Window

You must contact us within fourteen (14) days of the delivery date to request a return. Requests submitted after this period may not qualify for a refund or exchange.

Requesting a Return

Email our customer support team at support@poisella.com and include your order number, the item or items you would like to return, and the reason for the request.

Return Shipping

Customers are responsible for return shipping costs. We strongly recommend using a trackable shipping service or purchasing appropriate shipping insurance. Poisella is not responsible for return packages that are lost, delayed, or damaged while in transit.

Refund Status and Timing

We will notify you after your return has been received and inspected. If your refund is approved, it will be issued to your original payment method within ten (10) business days. Your bank or payment provider may require additional time to post the refund to your account.

If more than fifteen (15) business days have passed since your refund was approved, contact us at support@poisella.com .

OUR BUSINESS DETAILS

• Store Name: Poisella
• Company Name: Poisella LLC
• Email: support@poisella.com
• Business Address: 3548 Highland Oaks Drive, Sarasota, FL 34238, United States
• Customer Support Hours: Monday through Friday, 9:00 AM–9:00 PM
• Weekends and Federal Holidays: Closed