Return & Refund Policy

At POIAO, we carefully inspect all items before shipment. Please review the following return and refund policy before placing your order.

1. Orders Shipped Within Japan

For orders delivered within Japan, return requests may be accepted within 7 days of delivery.

Returns for customer-related reasons, including incorrect size selection, change of mind, or the item not meeting personal expectations, may be accepted only if all of the following conditions are met:

• The item has not been worn, washed, altered, or used.

• All original tags remain attached.

• The original packaging, accessories, and included items are complete.

• The item is in its original resalable condition.

Customers are responsible for the cost of return shipping for customer-related returns.

Original shipping fees are non-refundable.

Please contact POIAO before returning any item. Returns sent without prior approval may not be accepted.

2. International Orders

For orders shipped outside Japan, we generally do not accept returns or exchanges for customer-related reasons, including:

• Incorrect size selection

• Change of mind

• Color or style preference

• Differences from personal expectations

International customers are responsible for carefully checking the product description, measurements, color, and other product information before placing an order.

Please contact us before purchasing if you have any questions regarding sizing or product details.

3. Sale and Discounted Items

All sale and discounted items are considered FINAL SALE.

Sale items cannot be returned or exchanged for customer-related reasons.

However, this does not apply if:

• The item is defective or damaged upon arrival.

• POIAO shipped the wrong item.

In these cases, please contact us within 7 days of delivery.

4. Defective, Damaged, or Incorrect Items

If you receive:

• A defective item

• An item damaged before or during delivery

• An item different from what you ordered

please contact POIAO within 7 days of delivery and provide clear photographs of the item and packaging.

Once the issue has been confirmed, POIAO will cover the necessary return shipping costs and provide an appropriate solution, which may include:

• Replacement

• Reshipment of the correct item

• Refund

If a refund is issued due to an error by POIAO or a confirmed product defect, the applicable product price and original shipping charges will be refunded.

5. Items That Cannot Be Returned

Returns will not be accepted if:

• More than 7 days have passed since delivery.

• The item has been worn or used.

• The item has been washed or altered.

• Tags have been removed or damaged.

• The item has stains, odors, perfume, smoke, hair, or other signs of use.

• The item has been damaged by the customer.

• Original packaging, accessories, or included items are missing.

• The item is a sale or discounted item being returned for a customer-related reason.

POIAO reserves the right to refuse a return if the returned item does not meet the above conditions.

6. Exchanges

POIAO generally does not offer direct exchanges.

For eligible domestic returns within Japan, customers may return the original item in accordance with this policy and place a new order for the desired size or item.

International orders are not eligible for exchanges for customer-related reasons.

7. Refunds

Once the returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, the refund will be processed to your original payment method within 10 business days.

Please note that your bank, credit card company, or payment provider may require additional time to post the refund to your account.

8. Important Notice

Please review product descriptions, measurements, photographs, and other product information carefully before purchasing.

By completing an order on POIAO, you agree to the terms of this Return & Refund Policy.

For any questions regarding returns, refunds, or orders, please contact us at: info@poiao.net