Refund policy

Warranty Agreements

30-Day Return Policy

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 preference-based returns that are not caused by a damaged, defective, incorrect, or incomplete item, a 10% restocking fee will be deducted from the approved refund.
  • 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

If your item arrives damaged, defective, incorrect, or materially different from the product description, please contact us at support@ptlom.com. We will provide an appropriate replacement, refund, or return solution at no additional cost to you. If a return is required, PTLOM will provide a prepaid return shipping label.

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 5-10 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.

Refund Amount, Fees and Deductions

Preference-Based Returns

A preference-based return includes situations where the customer changes their mind, orders the wrong size or model, no longer needs the item, or returns an item for another reason that is not caused by a product defect or an error by PTLOM.

For approved preference-based returns:

  • A 10% restocking fee will be deducted from the refund.

  • The restocking fee is calculated based on the amount actually paid for the returned item after discounts.

  • PTLOM will provide a prepaid return shipping label at no additional cost to the customer.

  • The cost of the return shipping label will not be deducted from the refund.

  • Original shipping charges and expedited shipping fees paid at checkout are non-refundable.

Returns Due to a Product Issue or PTLOM’s Error

If an item arrives damaged, defective, incorrect, incomplete, or materially different from the product description, no restocking fee will apply.

For approved returns caused by a product issue or an error by PTLOM:

  • PTLOM will provide a prepaid return shipping label at no additional cost to the customer.

  • No return shipping or return-label fee will be deducted.

  • No restocking fee will be charged.

  • Eligible original shipping charges will be refunded.

Orders Purchased with Discounts

Refunds for products purchased with a discount code, automatic discount, or promotional offer will be based on the amount actually paid for the returned item after the applicable discount.

Promotional discounts have no cash value and will not be refunded as cash. Unless otherwise stated, discount codes and promotional offers are not automatically reissued after a return.

Taxes

Applicable sales taxes associated with an approved returned item will be refunded in accordance with applicable law.

Refund Calculation

For an approved preference-based return:

Refund amount = Amount actually paid for the returned item − 10% restocking fee

For an approved return caused by a damaged, defective, incorrect, incomplete, or materially misrepresented item:

Refund amount = Full amount paid for the affected item, with no restocking fee or return shipping deduction

Approved refunds will be issued to the original payment method within 5–10 business days after the returned item has been received and inspected. Additional processing time may be required by the customer’s bank or payment provider.

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.

PTLOM
Hangzhou Sanchong E-commerce Ltd Co.