Return Policy

Return & Refund Policy

Thank you for shopping with POKBON Marketplace. We are committed to providing a reliable and customer-friendly shopping experience. This Return & Refund Policy outlines your rights and responsibilities when requesting a return, refund, or replacement for products purchased through our platform. By placing an order, you agree to the terms outlined below.

1. Eligibility for Returns

You may request a return under the following conditions:

  • The item is defective, damaged, malfunctioning, incomplete, or significantly different from its description.
  • The wrong item, color, or model was delivered.
  • The product is unused, in original condition, and in its original packaging (for change-of-mind returns, where applicable).
  • The request is made within the return period specified below.

Return Period

  • 7 days for standard delivery items.
  • 3 days for electronics and fragile devices.
  • No returns allowed for skin-care, personal items, undergarments, perishables, or custom orders.

2. Non-Returnable Items

The following items cannot be returned or refunded:

  • Opened or used personal-care items.
  • Perishable goods (food, beverages, supplements, etc.).
  • Customized or personalized items.
  • Digital products or subscriptions.
  • Clearance or final-sale items (marked “No Return”).

3. Return Process

  1. Submit a request via our support channels (email, WhatsApp, or website form) with the order number and reason.
  2. Provide evidence such as photos or videos showing the product condition, packaging, and issue.
  3. Our team will assess the request and notify you whether the item qualifies for return.
  4. If approved, you will receive the return address or pickup instructions.
  5. Once received and inspected, the outcome (refund, repair, or replacement) will be shared within 3–7 working days.

4. Refund Options

Depending on product eligibility, refunds may be issued through:

  • Mobile Money refund
  • Bank transfer
  • Store credit or voucher
  • Replacement of the same product

Note: Refund method depends on original payment mode and vendor policies.

5. Shipping Costs for Returns

  • We cover return shipping if the item is defective, damaged, wrong, or misrepresented.
  • Customer covers return shipping for change-of-mind returns or incorrect ordering.

6. Product Inspection & Approval

All returned products undergo quality checks. A return will be rejected if:

  • The item has visible signs of use not related to the complaint.
  • Original packaging or accessories are missing.
  • Product damage was caused by improper use, accident, or unauthorized repair.

7. Pre-Order Items

Pre-order items follow a different return policy since they are sourced specifically for the customer:

  • No cancellations after the order has been dispatched from supplier origin.
  • Returns allowed only if item is defective, wrong, or significantly different from what was ordered.
  • No returns for color or minor cosmetic differences due to lighting or supplier images.

8. Vendor-Supplied Products

Some items are sold by third-party vendors through the POKBON Marketplace platform. Vendors may have additional policies, but POKBON ensures the customer is treated fairly under our Buyer Protection Policy.

9. Exceptions & Special Conditions

  • Items damaged due to shipping handled directly by the customer are not covered.
  • Minor variations in color, texture, or packaging do not qualify as defects.
  • Bulk or wholesale orders may follow different return rules.

10. Contact Information

For return or refund support, please contact:
Email: sales@pokbongroup.com
Phone/WhatsApp: +233 (0) 57 448 2260
Website: https://pokbongroup.com

This Return & Refund Policy may be updated periodically to reflect business changes or legal requirements.