Refund policy
Last updated: September 30, 2026
At Pomence, we take pride in offering thoughtfully curated products and a smooth, reliable shopping experience. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, and we are committed to reviewing any order problem with care.
If your order arrives damaged, incorrect, or does not arrive as expected, please contact us and we will review the issue in accordance with this policy.
If you experience an issue with your order, please contact our support team at shop@pomence.com within 15 days of delivery. Please include your order number, a brief description of the issue, and clear photos of the item and packaging if applicable.
Items returned without prior authorization will not be accepted. If your claim is approved, we may provide a replacement, store credit, or other resolution at our discretion, unless otherwise required by law.
Returns (30 days)
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
A restocking fee of $5 per returned order applies and will be deducted from your reimbursement.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at shop@pomence.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges: the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period: notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Missing or Lost Orders
If your order is marked as delivered by the carrier but you cannot locate it, please take the following steps before contacting us:
- Check with household members, neighbors, reception, or building management who may have accepted the package on your behalf;
- Check around your delivery location, including porches, side doors, garage areas, mailrooms, or other secure spots where carriers commonly leave packages;
- Contact the shipping carrier or your local post office using the tracking number for additional delivery details.
If the package still cannot be located after completing these steps, please contact us at shop@pomence.com within 15 days of the carrier's delivery date and we will review the matter. We will file a claim with the shipping carrier and replace or refund your order when the investigation is complete; please allow up to 21 days for the investigation. Orders marked delivered by the carrier are not automatically eligible for a refund.
Damaged Orders
If your order arrives damaged, please contact us within 15 days of delivery. Please keep all packaging materials and provide clear photos of the damage, as these may be required to process a claim. If approved, we will generally provide a replacement or store credit. Claims submitted after 15 days may not be eligible.
Incorrect Orders
If you receive an incorrect item, please contact shop@pomence.com within 15 days of delivery. Include your order number, a brief description of the issue, and a photo of the item received. If approved, we will send the correct item or provide another appropriate resolution at no additional cost.
Defective Products
If a product is defective on arrival or fails within a reasonable period of normal use, please contact us at shop@pomence.com within 15 days of delivery with photos or a video documenting the defect, your order number, and a description of how the defect occurred. If approved, we will generally provide a replacement, store credit, or refund at our discretion.
Delayed Delivery
We work hard to process and ship orders promptly, but delays may occur due to weather, customs, carrier issues, holidays, or other circumstances outside our reasonable control. Delivery dates are estimates only and are not guaranteed.
If an order has already shipped, it generally cannot be changed or canceled. If we are unable to ship your order within the timeframe stated at checkout or otherwise advertised, we will contact you as required by applicable law regarding the delay and available options.
VIP Club Membership Charges
If your order was placed with the Pomence VIP Club selected at checkout, those charges are governed by the membership terms disclosed at checkout and in our Subscription Terms, including the 28-day introductory period, the first charge on the 28th day after your order, the recurring price of $29.99 every 28 days, and the cancellation method. It is your responsibility to track your introductory-period end date and to cancel before the first charge if you do not wish to continue your membership.
You may cancel your VIP Club membership at any time, with no cancellation fee, by visiting cancel.pomence.com and entering the email address you used for your order, or on our Cancel Membership page. If it doesn't work, email us at shop@pomence.com and we'll help.
Cancellation prevents future renewal charges but does not automatically refund previously processed membership charges. If you believe you were charged in error, did not intend to join, or have questions about a membership charge, please contact us promptly at shop@pomence.com and we will review your account. We review every request individually and may provide a full or partial refund where warranted by the circumstances or required by law.
Chargebacks and Disputes
If you believe a charge is incorrect, please contact us first at shop@pomence.com so we can review and resolve the matter directly — we typically respond within one business day. Nothing in this policy limits any rights you may have under applicable law to dispute a charge with your card issuer or financial institution.
Refund Processing Time
Where a refund is approved, we will process the refund to your original payment method within 10 business days. Refund processing times depend on your card issuer or payment provider, but most refunds appear within 5–10 business days after we issue them. If more than 15 business days have passed since we approved your refund, please contact us at shop@pomence.com.
If you have any questions or need further assistance, please contact us at shop@pomence.com. Our team is here to help and will review eligible issues in accordance with this policy.
Thank you for choosing Pomence.
Contact
Pomence (VERRO LLC), 34 North Franklin Avenue, Pinedale, WY 82941, USA
Email: shop@pomence.com
Membership cancellation: cancel.pomence.com