Return & Refund Policy

This Return & Refund Policy applies to purchases made through popotile.com. It explains the conditions, timing, and process for returns, refunds, and related issues for products such as Alternate cushions, Duvet Covers, Pillows, Rugs, Table linens, and other home textile items available on our website.

1. Return Request Period

You may request a return within 30 days after delivery, as measured by the delivery date shown in the applicable tracking information. Return requests submitted after this period may not be accepted.

2. Return Authorization Process

Before sending any item back, you must contact us to request return authorization. Please include your order number, the item(s) you wish to return, the reason for the return, and relevant photos if the item is damaged, defective, incorrect, or not as described. Unauthorized returns may be refused or may experience processing delays.

3. Return Condition Requirements

Returned items must be returned in clean, resalable condition with original packaging, tags, inserts, and all included parts intact where applicable. Reasonable inspection after delivery is permitted, but items must not be used, washed, stained, damaged, or otherwise handled beyond what is necessary to check the product. We may refuse returns if the returned item is not suitable for resale.

4. Non-Returnable Items

We may decline returns for items that are marked as final sale, clearance, non-returnable, personalized, customized, used, washed, altered, damaged after delivery, or returned without original tags or packaging where applicable. For hygiene, quality-control, and resale reasons, we may also refuse returns that show clear evidence of use, cleaning, odor, staining, or other handling beyond reasonable inspection.

5. Return Shipping Fees

If the return is requested for personal reasons, such as a change of mind, preference, or ordering error, the customer is responsible for the return shipping costs and any related handling fees. If the return is due to our error, such as an incorrect item, verified defect, or eligible transit damage, we may cover the return shipping cost or provide a reasonable return solution after review. Original shipping charges are generally non-refundable unless required by law or unless the return is due to our verified error.

6. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours after delivery and provide your order number, clear photos of the item, outer packaging, shipping label, and a brief description of the issue. We may request additional information reasonably necessary to review the claim, verify the shipment, support carrier or payment dispute documentation, and determine the appropriate resolution.

7. Inspection and Refund Approval

All returned items are subject to inspection after arrival. If the return is approved, the refund will be issued to the original payment method within 7 business days after the returned item passes inspection and approval. The time it takes for the refunded amount to appear in your account may vary depending on your bank, card issuer, payment provider, or platform processing times. If the return does not meet the conditions of this policy, we may reject the return or apply a partial refund where permitted and appropriate based on the condition of the returned item.

8. Refund Method and Payment Dispute Support

Refunds are issued only to the original payment method used for the purchase. To help ensure accurate order review and payment record verification, customers must provide truthful and complete order information when submitting a return or refund request. We reserve the right to request reasonable supporting documents, including photos, delivery details, and return tracking information, when necessary to investigate non-delivery, damage, wrong-item claims, duplicate claims, or payment disputes, including disputes involving card issuers or payment processors such as Stripe.

9. Return Shipping Method and Responsibility

Customers should use a trackable return shipping service and retain proof of shipment until the return has been fully processed. We are not responsible for returns lost or damaged in transit when the customer arranges the return shipment, unless otherwise required by law or expressly agreed in writing. For return instructions or to request return authorization, please contact us at service@popotile.com or by phone at +1(415)780-1141.