We are very glad that you have chosen to purchase a Poor Guy product. However, if you are experiencing a need for a refund or return, please be aware of the following policy.
Cancellation
Customers can request a full refund before the order was processed for shipment after placing an order on poorguyshop.com.
Please note that once your order is in the processing stage, we will be unable to issue a refund.
Return
All products come with a 15-day money back guarantee.
Refunds to the original method of payment will be subject to a $5 return label fee. Only unused and unopened items will be accepted for return. Once we receive your returned product we will refund you within 5 business days.
If the package is damaged, please contact us and the logistics company immediately by taking a picture of the package.
In the event of a wrong item being shipped, poorguyshop will be responsible for the cost of the return label.
No refunds or exchanges for customized products / Specials are non-refundable.
If you receive a damaged or defective item, please contact us via email within 14 days of receiving your order(hello@poorguyshop.com) . All international orders outside of the contiguous United States must be returned at the customer's expense.
Please note that a double shipping fee may be deducted from the original payment if you reject the shipments.
Return Process
Contact hello@poorguyshop.com to start the return process. Please provide them with your order number or the email address where you placed the order for confirmation.
You will receive instructions on how to properly pack the products and return them to us. Please make sure all components are included in the package.
It should be noted that the return of goods requires the customer to bear the shipping cost of sending back the goods and provide the logistics tracking number to our support team, and we will process the relevant refund within 3 working days upon receipt of the returned goods.
Other Return Rules
For a full refund, the item must be returned with any accompanying gift.
Please inspect the item carefully when you receive it. If the package or item is damaged, you need to refuse the package and notify the delivery person immediately. If you find any defects in the merchandise after confirming receipt, you may need to provide photos and videos of the merchandise for verification.
If there are special circumstances verified by the Poor Guy team, you will be able to receive a direct refund without having to send back the item.
If it is determined that the defect is not due to the quality of the Poor Guy product, you will be responsible for the courier fees incurred in returning the item.
Returned items must be returned with all accessories.
Refund
In all cases where a refund is confirmed in consultation with the user, we will process the appropriate refund within 3 business days. We will notify you by email when your order has been refunded. If you have not received a refund after 7 business days, please contact us at hello@poorguyshop.com.
We are unable to offer exchanges or refunds for any personalized products. Refunds can only be made via your original method of payment.
Warranty
The warranty period is 1 year from the date of the purchase unless otherwise stated. During warranty period, if your product malfunctions, it will be replaced based on Poor Guy’s Terms of Service. To be eligible for the Warranty Program:
- You must be the initial purchaser of the new product from Poor Guy or one of its authorized dealers
- The product has been properly maintained, not abused, misused, altered, modified, or repaired
- Report the problem to Poor Guy within 10 days of discovering it.
- All work under the warranty must be performed by Phomemo.
- All returned products must be shipped to our address, freight prepaid, accompanied by a dated proof of purchase.
- The purchaser voids this warranty if he, she or others attempt to repair, service or alter the product in any way.
- This warranty does not apply in the event of accident, abuse, improper. installation, unauthorized repair, tampering, modification, fire, flood, collision or other damage from external sources, including damage which has been caused by user replaceable parts.
How do we calculate the refund or return period?
We calculate the return date and warranty period from the day your courier parcel is signed for. If you have missed your return date due to a delayed shipment or incorrect information displayed on the shipping platform, please contact hello@poorguyshop.com for assistance.
After-sale Service Contact
Email: hello@poorguyshop.com. PLZ feel free to contact us.
