At POMI, we want you and your dog to enjoy every adventure together. If you are not completely satisfied with your purchase, we are here to help.
Nothing in this policy limits or excludes your statutory consumer rights.
In addition to your statutory rights, POMI offers a voluntary 30-day return policy.
You may request a return within 30 days of receiving your order. The return request must be submitted within this 30-day period, but the item does not need to arrive back with us within those 30 days.
Once your return request has been accepted, we will provide the correct return address and instructions. Unless otherwise agreed, the item should be sent back within 14 days of receiving those instructions.
The following conditions apply to returns made under POMI’s voluntary 30-day return policy.
To qualify, the item must:
Returns that do not meet these conditions may not be accepted under our voluntary return policy.
These conditions do not limit your statutory rights. During a statutory cancellation period, you may handle an item only as reasonably necessary to examine its nature, characteristics, fit and function, in the same way that you could reasonably inspect it in a physical shop.
Where handling beyond what is reasonably necessary has reduced the item’s value, we may make an appropriate deduction from the refund where permitted by law.
If you are a consumer in the United Kingdom or European Union, you generally have the legal right to cancel an eligible online purchase within 14 days of receiving your order, without giving a reason.
After notifying us that you wish to cancel, you must return the item within a further 14 days.
These statutory cancellation rights are separate from and in addition to POMI’s voluntary 30-day return policy.
Certain products may be excluded from the statutory cancellation right, including:
These exceptions do not affect your rights where an item is faulty, unsafe, damaged, incorrect or not as described.
To request a return or exercise your statutory cancellation right, email:
Please include:
You are not required to provide a reason when exercising a statutory cancellation right. For other returns, sharing a reason is optional but may help us improve our products and service.
We may request photographs or other reasonable information to help us assess a damaged, defective or incorrect item.
Once we receive your request, we will provide the correct return address and instructions.
Please contact us before sending an item back. Returning an item without contacting us may delay processing, but it does not affect any statutory cancellation or return rights you may have.
Do not send returns to our registered office unless we specifically instruct you to do so.
If an item is faulty, damaged during shipping or different from what you ordered, POMI will cover reasonable return shipping costs or provide another appropriate solution.
For change-of-mind returns, including returns because the wrong size or colour was ordered, the customer is responsible for the return shipping cost.
We recommend using a tracked delivery service and keeping proof of postage. POMI cannot be responsible for returned parcels that are lost before they reach the designated return address.
For returns made only under POMI’s voluntary 30-day return policy, original delivery charges are generally non-refundable unless the item is faulty, damaged, incorrect or otherwise required by law.
Where you exercise a statutory cancellation right, we will refund the cost of the least expensive standard delivery option offered at the time of purchase. Any additional amount paid for express, priority or upgraded delivery will not be refunded.
Please inspect your order as soon as reasonably possible after delivery.
If your order arrives damaged, defective or incorrect, please contact us as soon as possible and, where practical, within seven days of delivery.
Please include your order number and clear photographs of the issue where possible. We will work with you to provide an appropriate solution, which may include a refund, replacement or another remedy required by law.
Reporting an issue after seven days does not remove or reduce your statutory rights where an item is faulty, unsafe, damaged, incorrect, not as described or not fit for its intended purpose.
Customers have the same statutory rights for discounted products as they do for full-price products.
The following items are not eligible for return under POMI’s voluntary 30-day return policy:
These exclusions do not apply where an item is faulty, unsafe, damaged, incorrect or not as described, or where applicable law otherwise gives you a right to cancel or return it.
Please contact us before returning an item if you are unsure whether it qualifies.
We currently do not offer direct exchanges.
To order a different size, colour or product, please return the original item if it is eligible and place a new order separately.
A replacement provided because an item is faulty, damaged or incorrect is not treated as a voluntary exchange.
Once we receive your returned item, we will inspect it and notify you of the outcome.
Approved refunds will be issued to the original payment method.
For returns made under a statutory cancellation right, refunds will be issued without undue delay and no later than 14 days after we receive the returned item or satisfactory evidence that it has been sent back, as applicable.
For returns made solely under POMI’s voluntary 30-day policy, approved refunds will normally be issued within 14 days after we receive and inspect the returned item.
Your bank, card provider or payment service may require additional processing time before the refund appears in your account.
Please contact hello@heypomi.com if an approved refund has not appeared within 15 business days of our confirmation.
International orders may be subject to customs duties, import VAT, brokerage fees or other charges imposed by the destination country.
If an order is refused because the recipient has not paid applicable customs duties, taxes or import fees, or if a parcel is returned because delivery could not be completed due to an incorrect or incomplete address supplied by the customer, any refund will be processed only after the parcel has been returned to us.
Where permitted by law, the refund may be reduced by reasonable costs actually incurred, including:
This section does not limit your rights where an item is faulty, damaged, incorrect, unsafe or not as described.
You may use the following form to exercise a statutory cancellation right, although you are not required to use it. You may also cancel by sending any clear statement to hello@heypomi.com. UK distance sellers are required to provide information about cancellation rights and a model cancellation form.
To: POMI LTD
Email: hello@heypomi.comI hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Products:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Signature, only if submitted on paper:
Date:
Questions about this Return & Refund Policy can be sent to:
POMI LTD
Trading as POMI
Company number: 17351474
Registered in: England and Wales
Email: hello@heypomi.com
Registered office:
Office 15551, Initial Business Centre
Unit 7 Wilson Business Park
Manchester
United Kingdom
M40 8WN
Please note that our registered office is not necessarily our returns address. Contact us before returning any item.
