Return & Refund Policy
Welcome to Ponir London Ltd. We want our customers to shop with confidence. Please read our return and refund policy carefully before placing an order.
Returns
Customers may request a return within 14 days of receiving their order.
To be eligible for a return:
- Items must be unused, unworn, and in original condition
- Original packaging, tags, and accessories must be included
- Proof of purchase or order confirmation is required
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
The following items are generally non-returnable unless faulty or damaged:
- Personalised or custom-made products
- Henna art services
- Digital products or downloadable items
- Used jewellery or accessories for hygiene reasons
- Custom photo magnets or printed items approved by the customer before production
Damaged or Incorrect Items
If you receive a damaged, faulty, or incorrect item, please contact us within 48 hours of delivery with:
- Your order number
- Clear photos of the item and packaging
- Description of the issue
We will review the case and arrange a replacement, exchange, or refund where appropriate.
Refunds
Once the returned item is received and inspected, refunds will be processed to the original payment method.
- Refund processing times may vary depending on your bank or payment provider
- Delivery charges are usually non-refundable unless the error was caused by us
Service Bookings & Henna Appointments
For henna art and event bookings:
- Deposits may be required to secure bookings
- Cancellation charges may apply for late cancellations
- Travel costs for mobile services may be non-refundable once confirmed
Customers visiting our business location in Norwich will not be charged transport fees.
For return requests or refund enquiries, please contact us through our customer service page on Ponir London Ltd