Refund policy

At Pointella, we want you to feel comfortable shopping with us. If your purchase is not right for you, eligible products may be returned within 30 days in accordance with the conditions described below.

30-Day Return Period

You have 30 days from the date your order is delivered to request a return.

To qualify for a return, the product should generally be in the same condition in which it was received, with its original components, accessories, and packaging where reasonably applicable. Products showing excessive use, intentional damage, unauthorized modification, or damage unrelated to a manufacturing or fulfillment issue may not qualify for a refund.

Free Returns

Pointella offers free returns for eligible orders within the 30-day return period. Before sending an item back, please contact us at support@pointella.xyz so our team can review your request and provide the appropriate return instructions.

Please do not send products to our business address without receiving return instructions from us first. The appropriate return destination may depend on the product and fulfillment location.

How to Request a Return

Contact support@pointella.xyz and provide your order number, the email address associated with your order, and a brief explanation of why you would like to return the product.

If an item arrived damaged, defective, or incorrect, please include photographs showing the product, packaging, and any relevant damage or issue. This helps our team review the request efficiently.

Refunds

Once an approved return has been received and reviewed, we will notify you of the status of your refund. Approved refunds will be issued to the original payment method.

Depending on your bank, card issuer, or payment provider, additional processing time may be required before the refunded amount appears in your account.

Original expedited shipping charges or other optional services, if any were purchased separately, may not be refundable unless required by applicable law.

Damaged, Defective, or Incorrect Products

Please inspect your order after delivery. If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as reasonably possible at support@pointella.xyz.

We will review the circumstances and, where appropriate, arrange a replacement, refund, or another reasonable resolution.

Non-Returnable Items

Certain products may not be eligible for return where prohibited for hygiene, safety, personalization, or other legitimate reasons. Any product-specific restrictions will be disclosed where applicable.

Gift cards, if offered, are generally non-returnable except where otherwise required by law.

Exchanges

If you would like a different product, color, or variation, contact our support team. Depending on availability and fulfillment circumstances, we may recommend returning the original item and placing a new order.

Order Cancellations

If you need to cancel or modify an order, contact us as soon as possible. We cannot guarantee changes or cancellations after an order has entered processing or has been shipped.