At Problean.com, customer satisfaction is our priority. Below are the details of our return, refund, exchange, and cancellation policies to ensure a smooth shopping experience.

I. Return & Refund Policy

1. Returns

Return Timeframe

We have a 7-day return policy, meaning you have 7 business days from the date of delivery to request a return. Unfortunately, if 8 days have passed, we cannot offer a full refund or exchange.

Eligible Return Conditions

We accept returns for products that meet the following conditions:

  • Incorrect product description
  • Defective product due to manufacturer issues
  • Expired product
  • Product damaged during shipping
  • Product does not function properly

Return Requirements:

  • The item must be unused, unworn, in original packaging, and with tags attached.
  • Proof of purchase (receipt or order confirmation) is required.

Non-returnable items:

  • Gift cards
  • Downloadable software products
  • Certain health and personal care items

2. Return Process

To initiate a return, contact us at [email protected] within 7 days from the delivery date.

Return Steps:

  1. Describe the issue – Provide details about the problem, including when and how it occurred. Include your full order number and product code (SKU number).
  2. Provide supporting information – Share steps you’ve taken to resolve the issue.
  3. Identify the item – Include the item code from the packaging.
  4. Submit clear proof – Provide photos/videos of the defect(s) under good lighting conditions.

Important: Items returned without prior approval will not be accepted.

3. Refunds

Once we receive and inspect your return, we will notify you about the approval or rejection of your refund. If approved, the refund will be processed via your original payment method.

Refund Processing Time:

  • Stripe refunds: Up to 48 hours
  • Credit card refunds: 7-14 business days (varies by card issuer)

Please allow up to 14 business days for the refund to reflect in your account before contacting us.

Special Notes:

  • Customers are responsible for return shipping costs, which are non-refundable.
  • Any customs duties, tariffs, or additional fees incurred during return shipping will be deducted from the refund.
  • Exchanged items are shipped via Flat Rate Shipping. If you prefer an expedited option, additional charges apply.

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account.
  2. Contact your credit card company, as processing times may vary.
  3. If you still haven’t received your refund, contact us at [email protected].

4. Exchanges

We only replace items if they are defective or damaged. To request an exchange, email us at [email protected].

Exchange Processing Time:

  • 3-6 business days after receiving the returned item
  • Subject to stock availability

5. Non-Accepted Returns or Exchanges

We do not accept returns or exchanges if:

  • The item has been worn, washed, or altered.
  • The item is missing original tags or packaging.
  • The item was a Final Sale item.

II. Order Cancellation Policy

To cancel an order, email [email protected] within 6 hours of placing it.

  • Cancellations within 6 hours: You will receive a 70% refund (30% will be charged as processing & transaction fees).
  • Cancellations after 6 hours: Not accepted.

III. Order Information Change Policy

If you need to update shipping details or correct an order, email [email protected] within 6 hours of purchase.

  • Incorrect shipment details void eligibility for refunds or replacements.
  • If you wish to change your order, we will issue a discount code instead of a direct refund.
  • The new order’s value must exceed the canceled order’s value, as remaining balances are non-refundable.

IV. Disclaimers

  1. Customer Information Responsibility – You must provide accurate details when placing an order. Inaccurate or fraudulent information may result in account suspension or termination.
  2. Product Usage & Liability – We are not responsible for any damages, liabilities, or inconveniences resulting from product use.
  3. Shipping Risk & Responsibilities – Once your order is handed over to the carrier, the risk of loss transfers to you.
  4. Address Errors & Delivery Failures – We do not accept liability for incorrect addresses or package refusals. If you notice a mistake, contact us immediately at [email protected].

V. Missing or Incorrect Items

If you receive the wrong product or an item is missing, follow these steps:

  1. Email [email protected] with your order number and product code (SKU number).
  2. Provide photos of:
    • Outer packaging with shipping labels visible
    • The received item(s)

Possible Solutions:

  • Missing item(s) → We will resend the missing item for free.
  • Incorrect item(s) → We will offer a full refund or dispatch the correct item.
  • Return shipping costs → If we require you to return the incorrect item, we will compensate for the shipping fee upon receiving it.

VI. Return Shipping Recommendations

  • Customers must cover return shipping costs.
  • We recommend shipping via USPS, UPS, or FedEx with tracking and insurance, as we are not responsible for lost returns.

Need Help?

If you have any questions regarding returns, refunds, or exchanges, please contact our support team at:

📧 Email: [email protected]

Thank you for shopping with Problean.com!