At pourlyvault, we maintain rigorous quality control for all drinkware. Should issues arise post‑delivery, contact our customer service team at [email protected] promptly for assistance.
Return Period
Items may be returned or exchanged within 30 days of receipt, provided they meet our eligibility criteria.
Return Shipping Options
- Post Office Collection: Arrange package pickup via your local post office.
- Drop‑off at Post Office: Deliver the package to your nearest post office.
Shipping Cost Responsibility
- Our Fault (e.g., defective/damaged items, incorrect delivery): We cover return shipping costs and provide prepaid return labels for carrier‑caused issues.
- Your Reason (e.g., capacity/size preference, colour mismatch, change of mind): You bear shipping fees, which vary by carrier.
Return Requirements
- Non‑Quality Issues: Items must be unused, undamaged, and retain original tags/packaging. For hygiene reasons, used drinkware or items with broken seals (e.g., vacuum‑insulated bottles with protective packaging) may not be eligible for return.
- Pre‑Approval Required: Obtain customer service approval before returning items.
- Quality/Incorrect Delivery Issues: Provide clear photos of defects/errors to receive return instructions.
Eligible Circumstances for Return/Refund
- Items damaged/defective due to production or transportation errors.
- Items differing from descriptions (e.g., capacity, colour, material, design).
- Undelivered/lost parcels.
- Delays exceeding agreed timelines.
Return Process
- Contact Customer Service: Share your order number, SKU/product name, and return reason.
- Response: Our team replies within 24 hours on business days with detailed instructions.
- Ship Items: Return to the provided address with tracking number and receipt.
- Refund/Exchange: We process refunds/exchanges immediately upon receipt and inspection of returned items.
Critical Notices
- Return Address: Use only the address provided by customer service; package sender addresses are invalid.
- Non‑Our Items: Exclude non‑pourlyvault items from returns—we will not process them.
- Lost/Stolen Packages: We are not liable for transit losses; retain tracking proof.
- Refund Timing: Refunds may take up to 7 business days to reflect, depending on your payment provider.
Special Cases
- Defective/Damaged Items: We issue return labels for carrier‑caused issues.
- Customer Remorse: You arrange return labels for capacity/colour/style changes.
- Used/Stained Items: Returns with visible use (scratches, stains, residue, odours, or broken seals) may be denied.
Contact Us
Address: RM.517 NEW CITY CENTRE, 2 LEI YUE MUN ROAD, KWUN TONG HONG KONG
TEL: +85260242152
Email: [email protected]
Working Hours: Monday–Friday, 08:00–17:00 (UTC +8)
We respond within 24 hours on business days.