At Pomulo, we want you to order with confidence. If you've changed your mind, ordered the wrong item or no longer need your goods, we offer a straightforward 30 day returns policy on eligible online purchases.
1. Our 30 Day Returns Policy
You can notify us that you wish to return eligible goods within 30 days of receiving your order. This voluntary returns policy applies to both individual and business customers purchasing through pomulo.com.
For returns under this voluntary policy, goods must be unused, complete and in a condition suitable for resale, preferably in their original packaging. Please send the goods back within 14 days of notifying us that you wish to return them.
These conditions do not restrict your statutory rights.
2. How To Request A Return
If you would like to return an item, you can submit a return request directly through our website or contact our Customer Care team.
Request A Return Online
Click the Account icon at the top of our website and sign in using the email address associated with your order. Once signed in, select the order containing the goods you wish to return and click Return. Follow the instructions to submit your request.
Our Customer Care team will review your request and contact you with the next steps.
Request A Return By Email
Alternatively, email care@pomulo.com, providing your order number, details of the goods you wish to return and the reason for the return. We'll review your enquiry and advise you of the next steps.
Important Information
We recommend contacting us before sending goods back so we can identify your return and arrange shipping where appropriate.
If you are exercising your statutory right to cancel an order, you do not need to wait for Pomulo to approve your request. You can notify us of your decision to cancel by email.
3. Return Shipping Costs
Changed your mind, ordered the wrong item or no longer need the goods?
You are responsible for arranging and paying for return shipping. This applies to both individual and business customers, including larger orders. We recommend using a tracked delivery service and retaining proof of postage.
Faulty, damaged or incorrectly supplied goods?
Where Pomulo is responsible, we will cover reasonable return shipping costs. We may provide a prepaid return label or arrange collection. Please contact us before arranging return transport wherever reasonably possible so that we can agree an appropriate method.
4. Faulty, Damaged Or Incorrect Goods
If your goods arrive damaged, are faulty or are not what you ordered, please contact care@pomulo.com.
Please provide your order number and a description of the issue. Photographs can be helpful but are not always necessary. We will provide an appropriate remedy in accordance with your legal rights. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.
Your rights concerning faulty goods are not limited to 30 days.
5. Made To Order Goods
Goods manufactured, customised or personalised specifically to your requirements are excluded from our voluntary 30 day change of mind returns policy.
This does not affect your statutory rights.
For consumers, goods made to your specifications or clearly personalised may also be exempt from statutory cancellation rights where permitted by law. Standard catalogue products are not automatically considered made to order simply because Pomulo obtains them from a supplier after receiving your order.
6. Refunds
For eligible returns, we will refund the price paid for the returned goods, subject to the conditions of this policy and your statutory rights.
For qualifying consumer cancellations, we will also refund standard outbound delivery charges where required by law. Additional charges for an enhanced delivery service are not necessarily refundable.
Where statutory consumer cancellation rights apply, we will issue refunds without undue delay and no later than 14 days after receiving the returned goods or evidence that they have been sent back, whichever is earlier. Where goods have not been dispatched, different statutory deadlines may apply.
For returns made under our additional voluntary 30 day policy, refunds will normally be processed within 14 days of receiving and inspecting the returned goods.
Refunds will normally be made to the original payment method unless otherwise agreed.
Where permitted by law, we may make a deduction for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
7. Returns Address
Please send returned goods to:
Pomulo Limited
Unit 13 Brook Farm
Thrapston Road
Ellington
Cambridgeshire
PE28 0AE
United Kingdom
Please include your order number or sufficient information for us to identify your purchase.
For faulty, damaged or incorrectly supplied goods, please contact us first wherever reasonably possible so we can arrange the appropriate return method.
8. Your Statutory Rights
Nothing in this policy affects your statutory rights. Consumers purchasing online generally have a legal right to cancel eligible orders within 14 days of receiving the goods. Pomulo voluntarily extends the notification period for eligible change of mind returns to 30 days.
Consumers also have legal protections where goods are faulty, not as described or not of satisfactory quality. These protections may continue beyond 30 days.
Our voluntary returns conditions do not override these rights.
9. Contact Us
If you have any questions about returns, refunds or an existing order, our Customer Care team will be happy to help.
Telephone: 01480 891307
Email: care@pomulo.com
Address: Pomulo Limited, Unit 13 Brook Farm, Thrapston Road, Ellington, Cambridgeshire, PE28 0AE
