Refund Policy
At PONTEC, we want every customer to have a smooth and satisfying shopping experience. Please read our refund policy carefully before placing your order.
1. One-Hour Automatic Refund Window
We understand that sometimes you may need to change your mind after placing an order. Customers can request an automatic refund within 1 hour after placing an order. During this period:
- Orders can be cancelled automatically.
- Refunds will be processed to the original payment method.
- No additional approval is required.
- After 1 hour, your order may have entered the processing or fulfillment stage. Therefore, automatic refunds will no longer be available.
2. Refund Eligibility
To qualify for a refund, the following conditions must be met:
- The refund request is submitted within the 1-hour refund window.
- The order has not been processed, shipped, or fulfilled.
- The product has not been opened, used, or damaged.
3. Hygiene & Intimate Product Policy
Due to the personal and intimate nature of our products, we cannot accept returns or refunds for products that:
- Have been opened or used.
- Are missing original packaging.
- Show signs of use or damage caused by the customer.
- This policy is designed to ensure the safety and hygiene of all customers.
4. Damaged or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact us within 7 days after delivery. Please provide:
- Order number
- Photos or videos of the issue
- Description of the problem
- Our support team will review your request and provide an appropriate solution.
5. Refund Processing Time
Once a refund is approved:
- Refunds will be issued to your original payment method.
- Processing time depends on your bank or payment provider.
- It usually takes 5–10 business days to appear in your account.
6. How to Request a Refund
To request a refund, please contact us: Email: kl@pontecltd.com / jam@pontecltd.com
Please include:
- Order number
- Customer name
- Refund reason
7. Contact Us
If you have any questions about our refund policy, please contact our customer support team.
