Refund policy

Effective date: October 2, 2026

For help with a return, refund or an item that arrived with a problem, email support@pourlen.com or use our contact page. Include your order number so we can locate the purchase.

Return window and eligibility

You may request a return within 14 days after delivery.

For a change-of-mind return, the item must be unused, in its original condition and packaging, with its included accessories. Provide your order number or other proof of purchase from Pourlen.

Any exclusions or condition requirements for change-of-mind returns do not remove remedies required by applicable law for faulty, damaged, incorrect or misdescribed goods.

How to arrange a return

Contact us before sending the item. We will review your request and provide the return instructions and the appropriate destination for that product. The destination can differ by supplier and may differ from the shipment origin.

Use the return destination provided for your request. It may differ from the address on the parcel you received.

Return costs

Customers pay return postage for a change-of-mind return. Before returning an item, review the destination and the cost of sending it there. Any product-specific return destination or cost information will be disclosed before purchase.

For damaged, faulty or incorrect items, contact us before arranging or paying for return shipping so we can explain the appropriate remedy and how any necessary return will be handled. The change-of-mind postage rule does not override rights you have for such items.

Damaged, faulty or incorrect items

Contact us with a description of the issue. Photos of the item and packaging, if available, can help us assess what happened. We will review the problem with you and explain the appropriate refund, replacement or other remedy. Any replacement is subject to availability and does not remove rights or remedies provided by law.

Return review and refunds

After the returned item is received and inspected, we will notify you of the decision. Approved refunds are issued to the original payment method. The refund confirmation will identify the amount being refunded, including any shipping charges required to be refunded under applicable law.

Your payment provider may need additional time to post a refund after it is issued. If you have not received a refund within the timeframe we gave you, contact us for help checking its status.

Exchanges

Contact us if you would like a different item. Exchange options depend on product availability; we will explain whether an exchange or a return followed by a new order is available.

Cancellation and delayed shipments

Contact us as soon as possible if you wish to cancel or change an order. We will check whether fulfillment can still be stopped or changed. Once an order has been dispatched, you may need to use the return process after delivery.

For an order we cannot ship on time, the delay and cancellation provisions in our Shipping Policy apply. Return eligibility rules and return fees do not apply to merchandise that has not been shipped and must be refunded under those provisions.

Your rights

Nothing in this policy limits rights or remedies that cannot be excluded under applicable law.