Refund policy

1. Return eligibility

You may request a return within 30 days of delivery, subject to the following conditions and any applicable exclusions.

• The product must be unused, unworn, unwashed and undamaged.
• Original tags, labels, packaging and included accessories must be retained where applicable.
• You must provide your order number or another valid proof of purchase.
• The item must meet the product-specific return conditions displayed at purchase.

Products showing signs of use, washing, alteration or damage caused after delivery may not qualify for a return, except where applicable law provides otherwise.

2. Items that may not be returned

Subject to applicable consumer law, the following items may be excluded from returns where the exclusion was disclosed before purchase:

• Items marked final sale or non-returnable.
• Personalised, customised or made-to-order products.
• Products damaged through improper use, washing or alteration after delivery.
• Items returned without required tags, accessories or components.

This list does not remove any rights you may have under applicable law, including rights relating to defective, damaged or incorrectly supplied goods.

3. How to request a return

1. Contact our support team with your order number and the item you want to return.
2. Explain the reason for the request. For damaged or incorrect items, include clear photographs.
3. Wait for our team to confirm eligibility and provide return instructions.
4. Pack the item securely and follow the approved return instructions.
5. Keep your return tracking number or proof of shipment until the request is resolved.

Please do not send items to an address that has not been confirmed by our support team. Unauthorised returns may take longer to process.

4. Exchanges

Exchanges may be requested for eligible items, subject to stock availability and the applicable return window. Contact our team with your order number and the preferred replacement size or product.

If the requested replacement is unavailable, our team will explain the available alternatives, which may include a refund where eligible.

5. Refunds and processing times

Once your returned item is received and inspected, we will notify you whether the return has been approved.

• Approved returns: Eligible refunds will be initiated after approval.
• Online payments: Refunds will generally be sent to the original payment method, subject to payment-provider procedures.
• Cash on delivery: You may be asked to provide valid bank or other supported refund details through an appropriate secure channel.
• Processing time: The time taken for the refund to appear depends on the payment provider and bank. Our team will communicate the applicable processing estimate.

Any deduction, return fee or shipping charge will be applied only where permitted by law and disclosed in the applicable policy. Original shipping charges, if any, will be handled according to the applicable terms and law.

6. Damaged, defective or incorrect orders

If you receive an incorrect, damaged or defective product, contact us as soon as reasonably possible after delivery. Include your order number, a description of the issue and clear photographs where helpful.

We will review the issue and explain the available resolution, which may include a replacement, exchange or refund as appropriate under our policy and applicable law.

7. Return shipping and order cancellations

Please follow the return-shipping instructions provided by our team. Whether return shipping is paid by the customer or POWERBORN depends on the reason for the return and the terms disclosed for the order.

If your order has not been dispatched, contact us promptly to request cancellation. Cancellation cannot be guaranteed after dispatch; eligible returns can be requested under this policy.

8. Policy updates

We may update this policy when our processes or legal obligations change. The version published on our website will state the current terms. Changes will not override rights that applicable law grants to customers.