PooLin Return & Exchange Policy
We are committed to providing you with high-quality, high-performance products and a worry-free shopping experience.If you encounter any issues during your purchase or use, please refer to the following policy details or contact the PooLin Customer Support Team directly.
1. Return Conditions
Return Window: Customers may request a return within 30 days of receiving the product. Returns will not be accepted after 30 days from the delivery date.
Product Condition: Items must be in resalable condition and free from any major damage caused by misuse.
Items must be returned in their original packaging, including all accessories, tags, and instruction manuals.
For fragile items or products that cannot be resold once opened, returns are only accepted if there is a quality issue.
2. Exchange Conditions
Exchange Window: Customers may request an exchange within 30 days of receiving the product.
Product Condition: Items must be in brand-new condition, unused, and free from any damage.
Items must be returned in their original packaging, including all accessories, tags, and instruction manuals.
Exchanges are limited to the same product style, such as different sizes or colors.
If the replacement item is priced higher than the original, customers will be required to pay the price difference; if it is priced lower, the difference will be refunded.
3. Return & Exchange Process
Step 1: Submit a Request
Please contact our customer service team and provide your order number, product name, reason for return or exchange, and relevant photos (if the item is defective or damaged).
Contact:poolinservice@100horse.com
We will respond within 24 hours to confirm your request and provide return/exchange authorization details.
Step 2: Return the Item
After receiving authorization, customers should return the item according to our instructions.
Return Address:
502 Valentine Industrial Parkway, Suite 200, Pendergrass, Georgia 30567
Contact: Steven
Phone: 4706766789
Items sent back without first requesting a return will not be accepted.
Step 3: Refund or Exchange Processing
Once we receive and inspect the returned item, we will process the refund or exchange within 5–7 business days. Refunds: Refunds will be issued to the original payment method and typically appear in the customer’s account within 2–5 business days (depending on the payment provider and bank processing time). Exchanges: If the replacement item is in stock, we will ship it as soon as possible and provide a new tracking number.
4. Non-Returnable Items
The following items are not eligible for return or exchange:
Personalized or Custom-Made Products: Items such as custom-printed or personalized products cannot be returned or exchanged unless there is a quality issue.
Perishable or Hygiene-Sensitive Items: Products such as food, cosmetics, and personal hygiene items are not eligible for return or exchange unless there is a clear quality issue.
Discounted or Promotional Items: Certain sale or promotional items may have specific return or exchange restrictions. Please refer to the product page for detailed information.
5. Refund 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: Once the returned item is received and approved, we will process the refund within 5–7 business days. The time it takes for the refund to appear in the customer’s account depends on the payment provider and bank processing times.
6. Customer Service
If you encounter any issues during the return or exchange process, or have any questions about our policy, please feel free to contact our customer service team. Our goal is to ensure every customer has a satisfying shopping experience.
Contact Us
Email: poolinservice@100horse.com
Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (excluding public holidays)
Important Notes
For returns due to personal reasons (non-quality issues), the customer is responsible for shipping costs.
Please ensure safe packaging when returning items — damage caused by improper packaging will not be eligible for refunds or exchanges.Local laws and regulations in different countries may affect return and tax policies; please refer to local requirements.