Return & Refund Policy

From PoraMondo.com, we want our customers to enjoy an unforgettable shopping experience. Therefore, our team is responsible for choosing the best products to ensure a high quality purchase. 

As part of our experience, we are aware that we may not be able to meet your expectations, so we will refund your money so that you can continue to enjoy your shopping.

You have the right to cancel the order for free within 30 minutes you placed the order. We work very hard to process your order the minute it is placed. Therefore, we cannot guarantee that cancellations can be accommodated after 30 minutes you placed the order. We will do the best we can to help, however, our system is automated and orders flow into large batches for delivery, making them unable to be recalled. If you need to cancel it, please submit After-sales Form as soon as possible.

You have the right to make return & refund, exchange, or re-ship within 30 days after the package is delivered. Customers are entitled to return the product and get the refund in accordance with these terms:

1) Buyer Protection

We provide buyer protection for every customer for free: if the product is not delivered within 45 days the date you placed the order, you are entitled to a full refund.

To claim the full refund for Buyer Protection, you need to submit the After-sales Form first.

2) Conditions for requesting return & return, exchange, or re-ship:

1. Unfortunately, the product(s) is clearly broken, unusable, or clearly defective.

We would like to bring to your attention that additional prerequisites are in place when initiating after-sales service requests concerning quality defects in our products. Each product is meticulously enclosed within a transparent bag, affording you the opportunity to conduct a thorough examination for quality issues prior to use. Please note that we can exclusively entertain claims associated with quality defects if the sealed bag remains unaltered. This substantiates that any quality-related concerns arise from manufacturing faults on our part, rather than any damage incurred during your possession.

2. The product(s) you receive is completely different from your order. (Requested product A but received product B)

3. The size sent is not the same as the requested size. (Customer requests size S and the product received is labeled with size M)

4. You did not receive your product(s) or any product(s) you bought together. (Requested A and B but only received A, or only received B, or received nothing)

You have the right to get return & refund, exchange, or reship service. (If you choose exchange/reship service and the related product(s) is unavailable, you will be refunded.) Please inspect your order upon reception and submitting After-sales Form if you need after-sales service, so that we can evaluate the issue and make it right.

We value our every customer and are committed to satisfying your every personal requirement. We really like to build up trust and a long-term relationship with you. If the product does not meet your personal expectations, please also let us know by submitting an After-sales Form, and we will provide a solution, including exchanging the product, reshipping, or providing a full/partial refund, etc.

3) Terms and Process of applying for after-sales service (return & refund, exchange, re-ship, or Buyer Protection):

1. After-sales requests will be accepted via After-sales Center. And you will need to provide images or videos as evidence to support your reasons for applying for after-sales service.

2. After-sales requests will not be accepted after 30 days of package delivery for any reason, excepted for the Buyer Protection clause.

3. It may take 12 to 20 days for the refund to be reflected on the statement. Please remember it can take some time for your bank or credit card company to process and post the refund too.

4. Refunds will only be made to the same payment method you originally paid for.

5. We will notify you once we receive and inspect the returned product, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded.

6. Items that are damaged, dirty, modified, or not in the original box or bag cannot be returned. Free gifts should also be returned. All items must be unworn or unused, with tags, and in its original packaging.

7. The return shipping fee will be borne by us. However, if your returned items do not qualify for a refund (because they are damaged, dirty, modified, or not in their original box or bag), and you would like to have your returned items sent back to you, the shipping fee will be your responsibility.

8. Please note that the following items cannot be returned or refunded:

A. Exclusively discounted items that sold with main items in the sale combination "Frequently bought together";

B. Any final sale items;

C. "Limited time gift" that we sent to you when you make any purchase;

D. Custom-made items;

E. Gift cards;

F. Club PM products (You can unsubscribe products of Club PM at any time).

9. Please be noted that packages lost or damaged in the following two situations will not get refund:

A. You reject the package when it arrives. This makes the package lost easily.

B. You return the package directly to the address from which it was sent without contacting us in advance. This will incur an extra charge for processing your return package.

First, the return address may be different from the shipping address.

Second, we need to notify the warehouse in advance to prepare to receive your returned package. Otherwise it will be automatically rejected, making it lost easily.

4) European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

*Please Note:  

1. The size is purely manual measurement, there may exist slight errors. And each natural material is slightly different in size. We do not recognize this kind of slight differences in size as product's defects.

2. Natural material (including natural baroque pearl, natural freshwater pearl, natural shell and natural mother-of-pearl) is unique and has its own growing lines and slight imperfections. Let's embrace its distinct personality in its most natural condition. We will select best ones and make your jewelry perfect. So we do not recognize natural material's imperfections as product's defects.

3. Every handmade jewelry may have traces of handcrafting (like tiny glue marks). They are too tiny to be discovered when you are wearing them, we do not recognize these traces as product's defects. 

Please believe that we are dedicated to offering you high-quality products, and in most cases, they are perfect.