Refund policy

Thank you for shopping at Pookni! We stand behind the quality of our products and offer a transparent, reliable, and straightforward return and refund process for all our US customers.

1. 30-Day Return Window
You have 30 days after receiving your product to request an official return. To be eligible, the item must be in the same condition that you received it: unused, unworn, with all original tags attached, and in its original packaging.

2. Complimentary Returns & No Hidden Fees
In full alignment with our store commitment, we ensure that returning an eligible product involves no unexpected costs:
• Return Shipping: We offer complimentary return shipping. We will provide a pre-paid shipping label for all approved returns.
• Restocking Fee: No restocking or processing fees will ever be applied to your account.

3. How to Initiate a Return
To start a return, simply email us at support@pookni.com with your official order number. Once your request is verified, we will email you a pre-paid shipping label along with clear instructions. Items sent back to us without prior approval and an official label will not be accepted.

4. Non-Returnable Items
To protect safety and maintain brand standards, certain products or conditions are excluded from returns:
• Custom, personalized, or special-order products.
• Items that show clear signs of use, customer-inflicted damage, or parts missing not due to our error.

5. Damaged or Defective Items
Please inspect your order upon delivery. If your product arrives damaged, defective, or incorrect, contact us immediately at support@pookni.com. We will quickly evaluate the issue and resolve it by arranging a free replacement or issuing a full refund.

6. Refund Processing Timeline
Once we receive, inspect, and approve your returned item, your refund will be automatically processed back to your original payment method within 5 to 10 business days. Please note that banks or credit card companies may occasionally require additional processing days to post the credit to your official account statement.

7. Contact Information
Our dedicated support team is always here to assist you with any inquiries:
• Store Name: Pookni
• Phone: +1 (929) 542-5520
• Email: support@pookni.com
• Official Address: 1731 Matthews Ave, Apt 4A, Bronx, New York 10462, United States
• Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (Eastern Time / ET)