At PGOLA, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help! Please read our Returns Policy below to ensure a smooth return process.
Return Eligibility
To be eligible for a return, the following conditions must be met:
- Return Window: Returns must be initiated within 30 days of the delivery date.
- Condition of Items: Items must be unused, unworn, and in their original condition. This includes all original tags, packaging, and accessories.
- Exclusions: Certain items such as sale items, swimwear, and intimate apparel are not eligible for returns due to hygiene reasons. Please check the product description or contact us for clarification.
How to Return Your Items
- Contact Us: To initiate a return, please contact us at service@pgola.com within 30 days of receiving your order. Provide your order number, the item(s) you wish to return, and the reason for the return. We will send you detailed instructions on how to proceed.
- Return Shipping: You will be responsible for the return shipping costs unless the item is defective or the wrong item was sent. We recommend using a trackable shipping service to return items to ensure they are returned safely. PGOLA is not responsible for lost or damaged returns.
- Return Address: Please send your returns to:
- PGOLA
Room 2502B, 25th Floor, 148 Electric Road, North Point, Hong Kong
- PGOLA
Refunds
- Once we receive your returned item(s) and confirm they meet our return conditions, we will process your refund.
- Refunds will be issued to the original payment method used at the time of purchase. Please note that it may take several business days for the refund to reflect in your account depending on your bank or payment provider.
Exchanges
At this time, we do not offer direct exchanges. If you would like a different size, color, or style, we recommend placing a new order and returning the original item for a refund.
Defective or Incorrect Items
If you receive a defective or incorrect item, please contact us at service@pgola.com within 7 days of receiving the order. We will arrange for a return and provide a full refund or send you a replacement, depending on your preference.
International Returns
If you are returning items from outside Hong Kong, please ensure that you comply with your country’s import regulations. PGOLA is not responsible for any customs duties, taxes, or additional charges incurred during the return process.
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