Refund policy

Warranty Agreements

30-Day Money Back Guarantee

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Easy Returns

To ensure a smooth return process, please follow these steps:

Timeframe: Make sure you received the product no more than 30 days ago.
Condition: The product must be unused and undamaged.

  • Original Packaging: Please include the original packaging, all accessories, the user manual, and the quick start guide.
  • Photo Documentation: Take photos of the product's outer packaging, inner packaging, and the product itself. Send these photos to our customer service email at support@ptlom.com.
  • For non-quality related warranty claims, the buyer is responsible for shipping costs. Ptlom refunds the cost of the product itself.
  • Please note: If the product doesn't meet the requirements above, we won't be able to process your  return request.
  • Return Arrangement: Our customer service team will work with you to arrange the return.

We cannot process a refund request for non-quality issues for items that have expired this 30-day window.

Note: A few items can't be returned, including:

  • Clearance items
  • Customized items
  • Items marked “Non-Returnable” on the product page
  • Assembled or disassembled products
  • Products without original packaging or serious damage to the original packaging
  • Please note that any items returned without authorization will not qualify for a refund and will be rejected when it arrive to our returns center.

To start a return, you can contact us at support@ptlom.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To initiate a self-service return, please begin by creating a customer account using the email address associated with your order.

Registration link: https://account.ptlom.com

You will receive a login code via email. Please check your spam folder if you do not receive it.

Once logged in, you will be able to view your order details and submit a refund request.
You can always contact us for any return question at support@ptlom.com. 

 

Damages and Issues

Please inspect your order as soon as you receive it. Contact us immediately if the item is defective, damaged, or if you received the wrong item.

To help us speed up the process, please include the following photos when you contact us:

  • A photo of the outer packaging
  • A photo of the inner packaging
  • Photos of the damaged product

Our customer service team will be happy to provide you with a satisfactory resolution.

Exchanges

 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14-day cooling off period

 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@ptlom.com.

If you have any further questions, please leave a message, send us an email at support@ptlom.com, or give us a message at (202)491-0205.