PooLin Return & Exchange Policy
We are committed to providing high-quality, high-performance products and a worry-free shopping experience. If you encounter any issues with your purchase or product, please review the policy below or contact the PooLin Customer Support Team.
1. Return Conditions
Return Window: Customers must submit a return request within 30 calendar days of delivery. Once approved, the item must be shipped within 7 calendar days.
Product Condition:
Returns for Personal Reasons: The product must be unused or in like-new, resalable condition. The original packaging, accessories, and instruction manuals must be complete.
Returns Due to Quality Issues: Customers may reasonably unbox and test the product to identify a potential quality issue. The product does not need to be completely unused, but all included packaging, accessories, and components should be returned whenever possible.
Return Shipping and Fees:
If the return is requested for personal reasons or other reasons not caused by PooLin, the customer is responsible for the original outbound shipping cost incurred by PooLin and a 5% restocking fee calculated based on the amount actually paid for the returned product(s).
After receiving return authorization, the customer must arrange the return shipment and provide PooLin with the carrier name and tracking number.
Refund Calculation:
Refund Amount = Amount Actually Paid for the Returned Product(s) − Original Outbound Shipping Cost − 5% of the Amount Actually Paid for the Returned Product(s)
If the return is caused by a confirmed product quality issue, shipping damage, an incorrect item, or another error by PooLin, PooLin will cover the applicable shipping costs, and the 5% restocking fee will not apply.
2. Exchange Conditions
Exchange Window: Customers must submit an exchange request within 30 calendar days of delivery. Once approved, the item must be shipped within 7 calendar days.
If a product has a confirmed quality issue, it may be exchanged for the same model.
Reasonable unboxing and testing are allowed when confirming a quality issue. The original packaging, accessories, and included components should be returned whenever possible.
PooLin will cover the applicable shipping costs for exchanges caused by a confirmed product quality issue, shipping damage, an incorrect item, or another error by PooLin.
Exchanges requested for personal reasons will be processed as a return and a new order. The personal-reason return terms in Section 1 will apply.
3. Return & Exchange Process
Step 1: Submit a Request
Please contact our customer service team and provide the following information:
- Order number
- Product name
- Reason for the return or exchange
- Relevant photos or videos if the product is defective, damaged, or incorrect
Email: poolinservice@100horse.com
We will respond within 24 hours to review your request and provide return or exchange authorization.
Step 2: Return the Item
After your request is approved, our customer service team will provide the return address applicable to your order. Please do not send the item back before receiving return authorization.
The item must be shipped within 7 calendar days after approval. Once shipped, please provide us with the carrier name and tracking number.
Items returned without prior authorization may not be accepted.
Step 3: Refund or Exchange Review
Once PooLin receives the returned item, we will inspect its condition and confirm whether it meets the approved return or exchange requirements.
Approved refunds will be processed according to Section 5. For an approved same-model exchange, the replacement will be shipped after the returned product has been received and inspected, and a new tracking number will be provided.
4. Non-Returnable Items
Except in cases of a confirmed quality issue, shipping damage, an incorrect item, or another error by PooLin, the following items are not eligible for return or exchange:
Supplies and Accessories: Embroidery thread, stabilizers, bobbins, needles, and Mighty Hoop products
Promotional Items: Products marked as promotional or final sale on the product page
Personalized or Custom-Made Products
Gift Cards
5. Refund Policy
Refund Method: Refunds will be issued to the original payment method used at the time of purchase.
Refund Amount: For returns requested for personal reasons, the refund amount will be calculated according to the formula provided in Section 1. Returns caused by a confirmed quality issue, shipping damage, an incorrect item, or another error by PooLin will not be subject to the original outbound shipping deduction or the 5% restocking fee.
Processing Time: PooLin will initiate the refund within 5–7 business days after receiving and inspecting the returned item. After the refund has been issued, the bank or payment provider may require an additional 2–5 business days to post the funds to the customer’s account.
6. Customer Service
If you have any questions or encounter any issues during the return or exchange process, please contact our customer service team.
Email: poolinservice@100horse.com
Working Hours: Monday–Friday, 9:00 AM–6:00 PM China Standard Time (UTC+8), excluding public holidays.
Important Notes
Please package returned items securely. Refunds or exchanges may be denied if the item is damaged during return transit due to improper or insufficient packaging.
Applicable local laws and regulations may provide customers with additional rights that are not limited by this policy.