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.
Returns for Personal Reasons:
The product must be unused or in like-new, resalable condition and must not have any damage caused by misuse.
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 it must not have any damage caused by misuse or handling beyond what is reasonably necessary for testing.
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, the customer may request an exchange for the same model.
Exchanges requested for personal reasons will be processed as a return followed by a new order. The refund terms in Section 5 will apply.
3. Return & Exchange Process
Step 1: Submit a Request
Please contact the PooLin Customer Support 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 review your request and provide return or exchange authorization and further instructions.
Step 2: Return the Item
Once 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 the return or exchange request is approved.
- All machine returns and exchanges must be shipped in the complete original packaging with all internal protective materials, accessories, included components, and instruction manuals.
- Machines without complete original packaging are not eligible for return or exchange.
- If the item is damaged during return transit due to improper or insufficient packaging, the return or exchange request may be affected.
- When arranging a return shipment, customers must use a carrier that provides tracking and send PooLin 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.
Return authorization only allows PooLin to receive and inspect the returned item. It does not constitute final approval of a refund. Refund eligibility and the final refund amount will be confirmed after the inspection is completed.
Eligible refunds will be processed according to Section 5. For an approved same-model exchange, PooLin will ship the replacement after receiving and inspecting the original product and will provide a new tracking number.
4. Non-Returnable Items
Except in cases involving 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 clearly 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 for the purchase.
5% Cancellation/Return Fee:
If a customer requests an order cancellation or return for personal reasons or any other reason unrelated to product quality, PooLin will deduct a 5% fee from the refund.
- The 5% fee is calculated based on the discounted amount actually paid for the product(s) being canceled or returned, excluding taxes and shipping charges.
- If an order contains multiple products and the customer cancels or returns only some of them, the 5% fee will be calculated only on the amount actually paid for those products, not the total order amount.
- The refund calculations below apply to the product payment only. Any refundable sales tax will be returned separately and will not be included when calculating the 5% fee.
Refund terms vary depending on the status of the order:
Situation 1: Order Placed but Not Yet Shipped
If a customer cancels an unshipped order for personal reasons, a 5% fee will be deducted from the amount actually paid for the canceled product(s).
Refund Amount:
Amount Actually Paid for the Canceled Product(s) − 5% Fee
If PooLin cancels the order because of insufficient inventory, an inability to fulfill the order, or another reason caused by PooLin, the 5% fee will not apply.
Situation 2: Order Shipped but Not Yet Delivered
If a customer requests an order cancellation, package interception, or return for personal reasons after the order has shipped but before it is delivered, the following will be deducted:
- A 5% fee based on the amount actually paid for the product(s) being refunded
- Any logistics costs already incurred
Incurred logistics costs may include the original outbound shipping cost and any carrier fees associated with intercepting, recalling, or returning the shipment.
Refund Amount:
Amount Actually Paid for the Product(s) Being Refunded − 5% Fee − Incurred Logistics Costs
If the carrier is unable to intercept or recall the package, the customer must wait until the order is delivered and then request a return under Situation 3.
The refund will be processed after the shipment has been returned and confirmed by PooLin.
If the package is lost, damaged, or cannot be delivered due to an error by PooLin or the carrier, the 5% fee will not apply, and PooLin will cover the applicable logistics costs.
Situation 3: Order Delivered
Return for Personal Reasons or Other Reasons Unrelated to Product Quality:
The customer is responsible for:
- A 5% fee based on the amount actually paid for the returned product(s)
- The original outbound shipping cost incurred by PooLin
- The cost of shipping the product back to the designated return address
After receiving return authorization, the customer must select a trackable carrier, arrange and pay for return shipping, and provide PooLin with the carrier name and tracking number.
Refund Amount:
Amount Actually Paid for the Returned Product(s) − 5% Fee − Original Outbound Shipping Cost
The customer pays the return shipping cost directly to the carrier, so it is not included in the refund calculation above. If the customer already paid a separate original shipping charge when placing the order, the same shipping cost will not be deducted again.
Return Due to a PooLin-Related Issue:
If the return is due to a confirmed product quality issue, shipping damage, an incorrect item, or another error by PooLin:
- The 5% fee will be waived.
- The original outbound shipping cost will not be deducted.
- PooLin will provide a prepaid return shipping label or arrange an approved return shipping method.
Refund Amount:
Amount Actually Paid for the Returned Product(s)
Refund Processing Time:
- For orders that have not yet shipped, PooLin will initiate the refund within 5–7 business days after the refund request is approved.
- For orders that have already shipped or been delivered, PooLin will initiate the refund within 5–7 business days after receiving and inspecting the returned item.
- After PooLin issues the refund, 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
Applicable local laws and regulations may provide customers with additional rights that are not limited by this policy.