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. Due to the nature of certain adult products, regular online payment methods such as credit cards are temporarily unavailable. We accept Crypto Payment Via DePay and offline UnionPay bank transfer.
For bank transfer, please contact us to obtain our bank account details. Kindly clearly state your delivery address and contact information when making payment. We will respond to you within 12 hours after payment is completed.
For bulk purchases, please leave your contact information on the “Contact Us” page, and our team will reach out to you within 12 hours.
Please contact customer service for refund requests.
You must be 18 years of age or older to make a purchase.
Thank you for your understanding!
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
Whatsapp:+852-97696075/+1(530)998-7039
Please include:
- Order number
- Customer name
- Refund reason
If you have any questions about our refund policy, please contact our customer support team.
