Refund policy

We have a 30-day return policy, which allows you to return items within 30 days of delivery. How your return is processed depends on when you submit your request:

  • Days 1 to 14 (Mandatory Cooling-Off Period): Returns requested within 14 days of receipt are eligible for a full refund back to your original payment method, including pre-paid free return shipping.

  • Days 15 to 30 (Extended Return Window): Returns requested between 15 and 30 days after receipt are eligible for Store Credit (Gift Card) only.

Condition Requirements

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

How to Start a Return

  1. Contact us at contact@poememineral.com to initiate your return.

  2. If your return is accepted, we will email you a pre-paid return shipping label along with instructions on where to send your package.

  3. Send your item to the following address:

    7 rue de la Vistule, 75013, Paris, France

Please note: Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon arrival and contact us immediately at contact@poememineral.com if the item is defective, damaged, or if you received the wrong item so that we can evaluate the issue and make it right.

Exceptions & Non-Returnable Items

Certain types of items cannot be returned due to safety, health, or customization reasons:

  • Perishable goods (such as food, flowers, or plants)

  • Custom products (such as special orders or personalized items)

  • Personal care goods (such as opened beauty or hygiene products)

  • Hazardous materials, flammable liquids, or gases

  • Digital gift cards

Note regarding sale items: Sale items are eligible for returns under the standard 14-day refund and 15–30 day store credit policy, unless they are custom made or classified under non-returnable categories above.

Exchanges

The fastest way to exchange an item is to process a return for the item you have. Once your return is accepted, you can make a separate purchase for the new item.

European Union & UK Statutory Rights

Under EU Consumer Rights Directive and UK Consumer Contracts Regulations, customers shipping into the EU or UK have a statutory right to cancel or return their order within 14 days of delivery for any reason, without justification, for a full refund to their original payment method. Free return shipping applies when using our provided return labels.

Refunds & Store Credit Processing

  • Refunds (Days 1–14): Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be issued automatically to your original payment method within 10 business days. Please note it can take additional time for your bank or card provider to post the funds.

  • Store Credit (Days 15–30): Returns approved during the 15–30 day window will be issued as an electronic gift card / store credit via email within 3–5 business days of inspection.

If more than 15 business days have passed since your return was approved and you have not received your refund or store credit, please contact us at contact@poememineral.com