Refund policy
Returns — Return window
You have 14 days from the date you receive your order to initiate a return. To be eligible, please contact us at hello@pombo.studio within this window before sending anything back.
Return conditions
To be accepted, returned items must be:
- Unused and in their original condition
- Returned in the original packaging, including all tissue paper, cards, and packaging inserts
- Free from signs of use, scratches, odours, or damage caused after receipt
Items that do not meet these conditions will not be accepted for return and will be sent back to you.
Edition-numbered pieces
Each Pombo Studio piece is part of a limited edition of twelve and comes with an edition card documenting its number within the series (for example, 7 of 12). This card is considered part of the product and must be included for a return to be accepted.
Edition numbers are assigned at dispatch and cannot be exchanged for a different number within the same edition. The edition number is not a product variant — requesting a specific number is not a valid reason for return or exchange under EU consumer law.
Return shipping costs
Return shipping is at the customer's expense. We recommend using a tracked shipping service — we are not responsible for items lost in transit on their way back to us.
How to initiate a return
Send an email to hello@pombo.studio with your order number and the reason for the return. We will respond within 2 business days with instructions and the return address.
Exchanges
The fastest way to receive a different item is to return your current piece (subject to the conditions above) and place a new order once your return has been approved. We process exchanges as two separate transactions to ensure full traceability.
Defective or incorrect items
Please inspect your order carefully upon receipt. If your item arrives damaged, defective, or if you receive the wrong piece, contact us immediately at hello@pombo.studio with your order number and a photo of the issue. We will assess the situation and make it right — either through a replacement, repair, or full refund.
This does not affect your statutory rights under the EU 2-year legal guarantee for defective goods.
Refunds
Once we receive and inspect your return, we will notify you by email whether your return has been approved. If approved, your refund will be processed to your original payment method within 10 business days.
If 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@pombo.studio.