After Sales Policy

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: 1 year from the date of receipt (covers parts and labor).

Scope: Malfunctions caused by part quality issues.

Covered Components: Main components including the rotary hook, scissors, needle bar, drive block, presser foot, electronic control system, and other key parts.

Accessory Warranty

Functional accessories included in the package (e.g., embroidery hoops, cap hoops, stands) are covered for 1 year.During the warranty period, if damage occurs due to non-human factors, we will replace them free of charge.

Consumables

Consumables (e.g., embroidery thread, fabric, interfacing) are not covered under warranty.

Second-Hand Machines

Second-hand machine users also enjoy lifetime after-sales service.

Free accessory warranty is counted from the original factory date of the machine and lasts for 1 year.

1. After-Sales Service Coverage

We provide the following after-sales services for all products:

Return & Exchange Service: If the product has quality issues, or if customers wish to return or exchange items for other reasons (such as improper fit or color mismatch), we will provide reasonable solutions. Please refer to our [Return & Exchange Policy] for details.

Quality Issue Handling: If the product is damaged during shipping or has defects, customers may apply for after-sales support. We will offer a free replacement or refund.

Order Issues: If there are incorrect items, missing items, or other logistics-related problems in your order, we will address and resolve them promptly.

Shipping Compensation: If an order is lost or damaged during transit, we will provide compensation or resend the item based on the situation.

2. After-Sales Service Timeframe

Quality Issues: If a product develops quality problems during use (such as manufacturing defects or functional failures), customers may request after-sales service within 30 days.

Damaged Items: If the product is damaged during transit, customers must contact our customer service team within 7 days of receiving the item and provide photos of the damage along with order details. We will process the issue as quickly as possible.

Order Issues: If there are errors with the order (such as incorrect or missing items), customers must contact our after-sales support team within 7 days after the order has been shipped.

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: support@poolin.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 warranty conditions will be shipped free of charge worldwide (typically delivered within 3–7 days, and no longer than 10 days).

Online Technical Support: One-on-one remote guidance to help you quickly complete part replacement and troubleshoot issues.

On-Site Service (Paid): If engineer support is available in your area, you may schedule an on-site service appointment. Fees will be charged based on 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.

Email: support@poolin.com

Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (excluding public holidays)

Subscribe to PooLin Store and get $10 off your first order, exclusive perks included.

In honor of your dedication, may PooLin bring you more peace and joy.

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This is my first embroidery machine and I love it! It's been easy to figure out for the most part, and support was wonderful and quick to respond when I did have an issue. Would definitely recommend and I will be sticking to this brand for any future upgrades!

Exactly as described

Thank you so much for your kind feedback! 😊

We’re truly happy to hear that the product matched your expectations exactly as described. Your satisfaction means a lot to us at PooLin Store.

We sincerely appreciate your support and look forward to serving you again in the future. You’re always welcome back anytime!

Works

Works as promised. I use it to applique over crochet items

Nice product but you'll need a way to keep it safe.

Wash Away Embroidery Stabilizer12 inches x 25 yardsThis comes in a roll. Once opened there's no protection and it can unroll if you aren't paying attention to where you sat it. I would've secured some sort of storage solution before opening the roll, had I thought about it. I'm so used to using precut sheets, that it never crossed my mind.This stabilizer cuts well. It can be hooped without a problem too. I always leave more overhang than I need, just to be safe. Then the access can be trimmed away once properly secured in the hoop. So far, I've only used this on blank kitchen and hand towels. It's worked really well with minimal issues. I say that for the learning curve of getting to know a new product. I had to practice a few times to get the right results. But this stabilizer itself is perfect in my opinion.It doesn't even take that much water to remove it. You can wash your project in the washing machine. You can rinse it by hand. You can even spot touch with a wet rag if you wanted to. There's no sticky residue left behind no matter what method you use. And while this washes away easily, it's strong enough to complete intricate designs with my embroidery machine. I have a single needle where I have to stop and change colors. I haven't had any issues starting again after a thread change.Overall, this is a quality product. It's easy to use and you get a lot for your money. With 25 yards of stabilizer this roll is so much larger than the precuts I'm used to. I do recommend this water-soluble embroidery stabilizer. Although I would've liked packaging that was resealable or protective once opened. But that doesn't take away from the actual product.

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