Refund policy
Thank you for shopping at PLUMZE! We want your experience to be seamless from checkout to your front door. If your order doesn't arrive as expected, our dedicated return and refund team is here to quickly make things right.
1. 30-Day Policy Window
You have up to 30 days after the confirmed delivery date of your item to submit a claim for a return, replacement, or refund.
2. Damaged or Defective Items
If your purchase arrives broken or gets damaged during shipping, we will immediately issue a full refund or send a brand-new replacement at absolutely no extra cost to you.
3. Incorrect Orders
If you receive a product that does not match what you ordered (such as the wrong size, color, or model variant), we will provide a complete refund or ship the correct item to you for free.
4. Order Errors & Accidental Purchases
If you make a mistake while placing your order, please contact us right away at contact@plumze.com. We can instantly cancel or adjust orders that have not yet left our facility. However, once your order has been dispatched from our warehouse, we cannot make modifications, accept returns, or issue refunds for ordering mistakes.
5. Change of Mind Policy
While we are quick to resolve issues with damaged, incorrect, or defective products, we do not accept returns or issue refunds for a simple change of mind. Because PLUMZE covers substantial logistics costs to offer FREE worldwide shipping, we are unable to support non-essential returns. We appreciate your understanding that a valid issue—such as a defect or a mismatched item—is required to authorize a request.
6. European Union Right of Withdrawal
Customers residing in the European Union have a statutory right to cancel their purchase within 30 days of receiving the final package of their order.
Exercising this right: Please email contact@plumze.com with your order details and a clear statement of your intent to withdraw.
Cancellations: EU shoppers can cancel an order anytime before it is fulfilled by messaging our team immediately.
Refund Turnaround: Once you provide a formal withdrawal notice, your refund will be finalized within 14 days. We fully cover return shipping and will arrange a pickup from your address at no cost.
7. Filing a Return or Replacement Request
To start a claim, simply email a short video or clear photos showing the condition of the package and the item to contact@plumze.com. Our support staff will review the details within 24 to 48 hours and send you an email confirming your approved replacement or refund.
8. Processing Reimbursements
All refunds are securely processed through Shopify Payments. Once authorized by our team, the platform releases the funds back to your original payment method, which typically settles within 2 to 10 business days. If you do not see the credit on your bank statement after 10 full days, please reach out to contact@plumze.com so we can investigate.
9. Return Logistics
Because we ship items dynamically from several global warehouses, our team will review the specific item and situation before providing return instructions. If a physical return is required, you will not face any hidden processing fees. We use convenient services like packagesender.com to schedule collections for faulty or incorrect products straight from your door, making the process completely hassle-free.
If you have any further questions or need direct support, please do not hesitate to contact us at contact@plumze.com. We truly value your business and are committed to your complete satisfaction.