Defective Product Exchange Guideline

We offer a one-time product exchange if you find that the product you purchased is defective as the result from our production. Below are the conditions in which you are allowed to exchange the product. Below is the guideline for exchanging defective product. Please make sure that you read and understand all details and conditions as laid out.

1. You may exchange the defective product with the new one. The new product that will be exchanged with the defective one must be of the same style and same size.

2. You are required to fill in and submit the Exchange Request Form to POEM. The form can be accessed here. You must contact us within 7 days upon the receipt of your product. We may refuse your exchange request if you have already received the product for more than 7 days.

3. The Exchange Request form must be filled with accurate and true information. Information such as Order number and date of purchase will be requested.  You must elaborate clearly on how the product is proven to be defective. Other media or materials (such as pictures or videos) to support your exchange request can be attached as appropriate.

4. Once we receive your exchange request, POEM will review and evaluate whether your case is eligible for product exchange. We reserve the right to accept or refuse your exchange request at our discretion.

If the Exchange Request Form that you filled is proven to contain false or inaccurate information or it is proven that the product is defective not by the production but by logistics, domestic transportation within the destination, mishandle of the product, and negligence of care, your exchange request will automatically be refused. 

5. Another occasion in which we might refuse your exchange request is when there is no stock availability. Should such scenario occurs, we will contact you to provide suitable reimbursement.

6. Only when we accept your exchange request, you are allowed to send the product back to us. Our customer service will keep in touch with you via email or other suitable channel to provide return address.

7. The product must be in the same condition in which you receive them (except to the extent reasonably necessary to examine or to try them on.)

8. You will be responsible for contacting a logistic service of your choice and will be initially liable for any shipping cost that occurs when sending the product back to us. You must provide the proof or the receipt of such delivery to us to receive a refund on the shipping cost.

9. We will inspect the product you sent back upon receiving. You will be refunded for the shipping cost during this process. The product’s security marking or token must still be intact. If such security mark appears to be taken off, broken, or worn out, we reserves the right to deny your exchange request and return the same product back to you.

10. Once we have inspected the product you sent back and it appears to be in a good and acceptable condition, we will send you a new product in the same style and size.

11. The shipping cost for sending the new product to you will be absorbed by POEM. The new product we send might, again, be bound to custom’s inspection within your destination.  Any incurring taxes and duties will be absorbed by POEM in a suitable manner.


• You cannot exchange a product for another one with a different style or color.

• It is compulsory that the exchanged request must be sent to us for approval before commencing any product return actions. Any unidentified product sent to us without the exchange request will be returned to the sender.

• We do not offer product refund in any ways.

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