Refund policy

At Ponco, we want you to love what you ordered. If something isn't right, we're here to help make returns and refunds as simple as possible.

Return Window

We offer a 7-day return policy from the date of delivery. If 7 days have passed since your item was delivered, we unfortunately cannot offer a refund or exchange.

Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • Unused, unworn, and in the same condition that you received it
  • In its original packaging, with tags attached
  • Accompanied by proof of purchase (order confirmation or receipt)

For hygiene reasons, intimate apparel that has been worn, washed, or damaged after use cannot be returned or exchanged.

How to Start a Return

To start a return, please contact us at support@ponco.shop or call +1 (631) 363-0808 within 7 days of receiving your order. Our team will guide you through the next steps, including return shipping instructions.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 7 business days.

Since we currently accept Cash on Delivery (COD) as our payment method, approved refunds will be processed via bank transfer or another mutually agreed method. Please provide accurate bank details when requested to avoid delays.

Exchanges

If you'd like a different size or color instead of a refund, please mention this when contacting our support team. Exchanges are subject to product availability.

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Worn, washed, or used products
  • Products without original tags or packaging
  • Final sale or clearance items (if applicable)

Damaged or Incorrect Items

If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery at support@ponco.shop with photos of the item. We will arrange a replacement or refund at no additional cost to you.

Questions?

If you have any questions about our return or refund policy, feel free to reach out to us at support@ponco.shop or call +1 (631) 363-0808, Monday to Friday, 9:00 AM – 5:00 PM (ET).

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