PooLin After-Sales Policy
Thank you for choosing PooLin.We are committed to providing every user with a worry-free and transparent shopping experience.Whether you use PooLin for home crafting, creative projects, or small business ventures, we will offer reliable and continuous after-sales support.
Warranty Policy
Full Machine Warranty
Warranty Period: One year from the date of delivery, including parts and labor.
Coverage: Machine malfunctions caused by defects in parts or materials.
Covered Components: Major components, including the rotary hook, thread trimmer, needle bar, drive block, presser foot, electronic control system, and other key parts.
Accessory Warranty
Functional accessories included in the package, such as embroidery hoops, cap hoops, and stands, are covered by a one-year warranty. If an accessory is damaged during the warranty period due to a non-customer-related cause, we will replace it free of charge.
Consumables
Consumable items, such as embroidery thread, fabric, and stabilizers, are not covered under the warranty.
Second-Hand Machines
Owners of second-hand machines are also eligible for lifetime after-sales support.
The one-year free accessory warranty is calculated from the machine’s original factory date.
1. After-Sales Service Coverage
We provide the following after-sales services for all products:
Returns and Exchanges: If a product has a quality issue, or if a customer wishes to return or exchange an item for another reason, such as an improper fit or color mismatch, we will provide a reasonable solution. Please refer to our Return & Exchange Policy for details.
Quality Issue Resolution: If a product is damaged during shipping or has a quality defect, customers may request after-sales support. We will provide a free replacement or refund, as applicable.
Order Issues: If PooLin is responsible for an incorrect item, missing item, or another order-related issue, we will resolve the issue and cover any associated costs. If a customer requests an order change or adjustment for personal reasons, including but not limited to changing the payment method, canceling the order, or placing a new order, the customer will be responsible for any processing fees and other related costs.
Shipping Compensation: If an order is lost or damaged in transit, we will provide compensation or resend the item based on the circumstances.
2. After-Sales Service Timeframe
Returns and Exchanges: If a product has a quality issue, or if a customer wishes to return or exchange an item for another reason, such as an improper fit or color mismatch, we will provide a reasonable solution. Please refer to our Return & Exchange Policy for details.
Quality Issue Resolution: If a product is damaged during shipping or has a quality defect, customers may request after-sales support. We will provide a free replacement or refund, as applicable.
Order Issues: If PooLin is responsible for an incorrect item, missing item, or another order-related issue, we will resolve the issue and cover any associated costs. If a customer requests an order change or adjustment for personal reasons, including but not limited to changing the payment method, canceling the order, or placing a new order, the customer will be responsible for any processing fees and other related costs.
3.After-Sales Service Process
If you encounter any after-sales issues, please contact our customer service team through the following methods:
Step 1: Contact Customer Service
Email: poolinservice@100horse.com
Phone: +86 189 6172 5965
Live Chat: Contact us via the online chat system on our website.
Please provide the following information:
- Order number
- Description of the issue (e.g., damaged item, incorrect item, quality issue, etc.)
- Photos of the product (if applicable)
We will respond within 24 hours and provide a suitable solution based on the issue.
Step 2: Review & Confirmation
We will review your after-sales request and determine the nature of the issue. For quality issues or damaged items, customers are required to provide photos and detailed information. We will process the request promptly and confirm whether a return, exchange, or refund is required.
Step 3: Return or Replacement
If the issue is confirmed to be a quality defect or shipping damage, customers may return the item according to our instructions, and we will cover the return shipping cost. If the item meets the exchange conditions, we will arrange a replacement.
Return Address: The return address will be provided via email or phone during the process.
Customers may choose either a replacement or a refund.
If a replacement is required and the item is in stock, it will be shipped within 5–7 business days.
Step 4: Refund or Exchange
Processing Once the returned item is received and passes inspection, we will proceed with the refund or exchange. Refunds are typically processed within 5–7 business days, depending on the payment method.
After-Sales Support Methods
Spare Parts Delivery: Replacement parts that meet the warranty requirements will be shipped worldwide free of charge. Delivery typically takes 3–7 days and will not exceed 10 days.
Online Technical Support: We provide one-on-one remote guidance to help you replace parts and troubleshoot issues quickly.
On-Site Service (Paid): If engineer support is available in your area, you may schedule an on-site service appointment. Fees will be based on the travel distance, and advance booking is required.
4. Refund Policy
Refund Eligibility: Refunds are applicable under the following circumstances:
The product has quality issues and the customer chooses a refund.
The order is lost or severely damaged during transit and a replacement cannot be provided.
The return meets the requirements outlined in our [Return & Exchange Policy].
Refund Method: Refunds will be issued to the original payment method used at the time of purchase (such as credit card, PayPal, etc.).
Processing Time: Refunds will be processed within 5–7 business days after we receive the returned item. The time it takes for the refund to appear depends on the payment method and bank processing times.
5.Lifetime Free After-Sales Service
Purchasing any PooLin machine gives you:
Lifetime free online technical support
Continuously updated tutorials and guidance
Official supply and fast shipping for all accessories
Even after the warranty period, you can:
Purchase original parts at official transparent prices
Receive free remote technical support for troubleshooting and problem-solving
User Guidelines
To protect your rights, please follow these recommendations:
Training & Learning: New users are advised to schedule training immediately after receiving the machine and join the after-sales support group.
Timely Feedback: Report any operational issues to PooLin support promptly to prevent escalation.
Return Requirements: Keep the machine clean and all accessories complete when returning items to avoid shipping damage.
Usage & Maintenance: Use the machine in a clean, dry environment and maintain it regularly to extend its lifespan.
6. Customer Service
If you encounter any issues during the return or exchange process, or have any questions about our policies, please feel free to contact our customer service team. Our goal is to ensure every customer enjoys a satisfactory shopping experience.
Contact Us
Email: support@poolin.com
Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (excluding public holidays)