Refund policy
30-Day Returns
We want you to be confident in your BLACKPONGO purchase. You may request a return within 30 days after your order is delivered.
Return Eligibility
To qualify, the item must be unused, in the same condition in which it was received, and include its original packaging, tags, accessories, and proof of purchase. Products showing wear, damage caused after delivery, or missing components may not qualify for a full refund.
How to Start a Return
- Contact us through our Contact Us page and include your order number, the item involved, and the reason for the request.
- Wait for return authorization and shipping instructions. Please do not send an item back before receiving instructions.
- Use a trackable shipping service and keep the shipping receipt until the return is complete.
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or different from what was ordered. Original shipping charges are non-refundable unless required by applicable law.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery. If an item is damaged, defective, or incorrect, contact us promptly with your order number and clear photos so we can evaluate the issue and arrange an appropriate solution.
Exchanges
The fastest way to receive a different item is to request a return and place a new order after the return is approved. If a direct exchange is available, we will explain the process in our reply.
Refunds
We will inspect the returned item and notify you whether the refund is approved. Approved refunds are processed to the original payment method within 5 business days. Your bank or card provider may require additional time to post the refund.
Cancellations
Contact us as soon as possible if you need to cancel or change an order. We will try to help before fulfillment begins, but an order that has already shipped must follow the return process above.
Exceptions
Gift cards, personalized items, and items marked final sale are not returnable unless required by applicable law. This policy does not limit any mandatory consumer rights that apply to you.