At POEMIA, we are committed to ensuring complete customer satisfaction. If you wish to return one or more items purchased on poemiabag.com, please carefully follow the instructions below.

We kindly ask you not to open disputes through PayPal, Klarna, Scalapay, or other payment systems, as this may delay or prevent the issuance of a refund.

Right of Return (Within 14 Days)

You can request a return within 14 days from the receipt of the item, in accordance with the European Directive 2011/83/EU on consumer rights. To initiate the return process, please send us an email at info@poemiabag.com, including the following information:

• Full name

• Email address used for the order

• Phone number

• Order number (found in the confirmation email or in the "My Orders" section of your account)

Return Conditions

To be eligible for a return, the item must meet the following conditions:

• It must be in the same condition as when you received it

• It must not have been worn or used

• It must be complete with all original tags and in its sealed original packaging

Important:

The customer is responsible for return shipping costs and any applicable customs duties.

Alternatively, to avoid incurring return shipping costs and customs duties, the customer may choose to receive a voucher of equal value, which can be used towards the purchase of another product.
By accepting the voucher, the customer waives the right to request a monetary refund for the returned product.

The voucher will be valid for 12 months from the date of issue, giving you plenty of time to choose your next item.

Return Procedure

Once we have received and approved your return request, we will provide you with instructions and a return label. Items sent without a prior return request will not be accepted. You will need to send the package to the following address:

POEMIA SRL
Via S. Polo, 10
25017 Lonato del Garda (BS)
ITALY

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 14 days of receiving it. By attaching detailed images of the defect or error, we will arrange a replacement or refund.

Refunds

Once we have received and inspected the returned item, we will notify you of whether the refund is approved. If approved, the refund will be issued within 10 working days using the original payment method. Please note that processing times by your bank or credit card provider may affect the visibility of the refund.

To speed up the process, please send us the shipping proof (tracking number or courier link) via email.

Full Refund

A full refund will be issued only after we receive and verify that the returned item is in the same condition as when you received it. Shipping costs are non-refundable.

Exchanges

We do not offer direct exchange services. If you want a different item, we invite you to return the purchased item and, once the return is approved, place a new order for the desired product.

Order Cancellation

You can cancel your order within one hour of confirmation. If you wish to cancel an order after this period, you will need to receive the item and proceed with the return as described above.

Please contact us with any questions regarding returns or for more information:

POEMIA SRL
Via S. Polo, 10
25017 Lonato del Garda (BS)
ITALY
Email: info@poemiabag.com