Last updated: July 2026

At Pompomcat, every order is carefully packed with love before being shipped from Hong Kong. We hope you love your new accessories! If something isn’t right, we’re here to help.

Returns

We accept returns within 7 days of delivery for eligible items.

To be eligible for a return, your item must:

• Be unused and unworn.
• Be in its original packaging.
• Be in the same condition that you received it.
• Include proof of purchase or your order number.

To request a return, please contact us before sending anything back.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or exchanges for:

• Earrings (unless they arrive damaged or incorrect)
• Hair accessories that have been worn or used
• Sale or clearance items
• Gift cards
• Custom or personalised products (if offered)

Returns that do not meet our eligibility requirements may be declined.

Damaged, Incorrect or Faulty Items

Please inspect your order upon arrival.

If your item:

• arrives damaged,
• is defective,
• or you receive the wrong item,

please contact us within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photos of the item and packaging

Once reviewed, we’ll arrange an appropriate solution, which may include a replacement, store credit, or refund.

How to Start a Return

To begin a return, please contact us at:

Email: sales@pompomcat.co

Please include:

• Your order number
• The item(s) you wish to return
• The reason for your return

If your return is approved, we’ll provide instructions on how and where to send your package.

Items returned without prior approval may not be accepted.

Return Shipping Costs

Customers are responsible for return shipping costs unless:

• the item is faulty,
• damaged during transit,
• or we sent the incorrect item.

We recommend using a tracked shipping service, as we cannot guarantee that returned items will reach us.

Refunds

Once we receive and inspect your returned item, we’ll notify you of the outcome.

If approved, your refund will be issued to your original payment method.

Please allow:

• 5–10 business days for your bank or payment provider to process the refund after it has been issued.

Original shipping charges are non-refundable unless the return is due to our error.

Exchanges

We currently do not offer direct exchanges.

If you’d like a different item, please return your eligible product (if approved) and place a new order.

Order Cancellations

Orders may be cancelled only if they have not yet been shipped.

Once an order has been dispatched, it cannot be cancelled and must follow our return policy.

Refused Deliveries & Returned Parcels

If a parcel is returned to us because:

• an incorrect shipping address was provided,
• customs duties or taxes were refused,
• or the parcel was unclaimed,

the original shipping cost is non-refundable.

Customers may choose to pay the shipping cost for the parcel to be resent.

Consumer Rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

Contact Us

If you have any questions about returns or refunds, please contact us.

Email: sales@pompomcat.co

We’re always happy to help and will do our best to resolve any issues as quickly as possible.