Refund policy

PBNS - Returns & Refund Policy

Last Updated: 2025/11/22

Thank you for shopping at PBNS. We are committed to providing high-quality products and an exceptional shopping experience. If you are not entirely satisfied with your purchase, we're here to help with a clear return and refund guide.

1. Return Policy

You have 30 calendar days from the date you received your item to request a return. To be eligible for a return, your item must meet the following conditions:

Unused and Unwashed: The item must remain in its original condition, unused and without any modifications.
Original Tags Attached: All original labels and packaging must be retained and must remain intact and undamaged.
Original Packaging: The item must be returned in its original packaging or similar protective packaging to prevent damage during transit.
Proof of Purchase: Please provide your original order number or proof of purchase.

【Special Notes】

The following items cannot be returned:
- Items on sale, clearance, or final sale.
- Customized or personalized goods.
- Gift cards.
Faulty or Damaged Items: If you receive a faulty or damaged item, please contact us within 7 days of delivery at support@pbns.top with photos or video evidence. We will gladly arrange a free replacement or a full refund.

2. Refund Policy

Once we receive and inspect your returned item, we will send you an email to notify you of the status of your refund.

Approved Refunds: If your return is approved, your refund will be processed promptly. The refund will be automatically applied to your original method of payment.
Refund Timing: You will receive the credit within 5-10 business days. The time it takes for the refund to appear in your account depends on your card issuer's or payment platform's (e.g., PayPal, Stripe) processing time.
Refund-Only (No Return Required): In some special circumstances (e.g., low-value items or high shipping costs), we may issue a refund without requiring you to return the product.

3. Return Process

Please follow these steps to return an item:

Contact Us: Before sending any item back, you must first contact us via email at support@pbns.top or submit a return request through your account, providing your order number and reason for return. This is crucial for us to process your return efficiently.
Obtain return authorization: After we approve your request, we will send you detailed return instructions and the return address via email.
Ship the Item: Pack the item securely, and include a note inside the package with your order number We strongly recommend that you keep your shipping tracking information to track the package's status. We are not responsible for return packages lost in transit.
Wait for Confirmation: We will notify you via email once we have received and inspected your returned item.

4. Return Shipping Costs

Non-Quality Related Returns: If the return is due to a change of mind or not due to our error, you will be responsible for paying for the return shipping costs.
Quality Related Returns: If the return is a result of our error (e.g., faulty item, wrong item shipped), we will cover the return shipping costs. We will provide you with a prepaid return shipping label or reimburse your shipping cost (with proof).