Returns & support
Return & refund policy
Here’s how to start a return, what shipping costs apply, and when to expect your refund. Our team is here to help with the next step.
- Standard return window
- 30 daysfrom delivery or pickup
- Refund processing
- 2business days after return arrival
- Delivery damage
- 3calendar days to report from delivery
Standard returns are for unopened, unused items in intact original packaging. Delivery damage and product quality issues are handled separately below.
Our 30-day return window
Our standard return window is 30 days from delivery or pickup. Please contact us within this window to arrange your return.
To qualify for a standard return, your item must be:
- Unopened
- Unused
- In its intact original packaging
Eligible returned items are refunded in full. You cover return shipping, as explained below.
If your delivery arrived damaged or you suspect a product quality issue, use the delivery and quality support process so our team can help with your situation.
Let’s get your return started
Tell us what you need
Contact our team or email pourlaepoxy@gmail.com. Include your order number, the item you’d like to return, and a short explanation.
Get the return details
Our team will provide the return instructions and the correct return address. Use those details when arranging your shipment.
Mark your package clearly
For a standard return, keep the original packaging intact and clearly mark your order number on every box so our warehouse can identify it.
Return shipping, explained
Standard returns
You pay the cost of shipping the item back to us.
For orders sent with free standard shipping, we do not deduct the original outbound shipping cost from your refund.
Damage or product quality issues
POURLA covers shipping costs for delivery damage or product quality issues. Contact us so we can arrange the return or replacement.
Incorrect addresses and undeliverable packages can involve separate reshipment charges. See our Shipping Policy for those details.
Delivery or product concerns?
Arrived damaged?
Please contact us within 3 calendar days of delivery. Email photos of the damaged items and packaging to pourlaepoxy@gmail.com, along with your order number.
Hasn’t arrived?
If your package appears lost in transit, please contact us within 3 calendar days of the expected delivery date. Include your order number and tracking information so we can investigate.
For damaged or lost shipments, we’ll work with the carrier on a claim and arrange a replacement as quickly as possible, in line with our Shipping Policy.
Suspect a product quality issue?
Tell us the product name, your order number, and what happened. Photos and application details help us understand the issue and work through the next step with you.
Need to cancel your order?
Before shipment is arranged
Standard orders can be canceled for a full refund before the order is set up for shipment. Contact us as soon as possible with your order number.
After shipment is arranged
We may no longer be able to stop delivery. Contact our team to arrange the next step and a return if needed. You cover return shipping; for orders sent with free standard shipping, the original outbound shipping cost is not deducted from your refund.
Custom orders
Once a custom order enters production and is marked “In Production,” it can no longer be canceled, and payments cannot be refunded for cancellation.
For a custom order you’ve already received, contact us about the applicable return terms. Delivery damage and product quality concerns are handled through the support process above.
When to expect your refund
We process your return
Within 2 business days
For eligible returns, we process the refund within 2 business days of our warehouse receiving your returned items.
Your payment provider posts it
Usually 3–5 business days
After the refund is issued, your bank or payment provider may need 3–5 business days to show the credit. Timing can vary by provider.
Refund method
For standard returns, refunds go back to the original payment method. If that method is no longer available, we issue store credit equal to the refund amount.
Business days exclude weekends and U.S. federal holidays. If you can’t find a refund after your provider’s processing period, contact us with your order number so we can check.
This policy does not limit any rights you have under applicable consumer law.
Talk to the people behind POURLA
Let’s work through the next step.
Have a return, refund, or order question? Send us your order number and a few details. Our team is here to help.