Exchange/Return Policy

CHANGE 
If the change is due to an error on the part of the client (you make a mistake when placing the order or if the address provided is incorrect) you will bear the shipping costs. 
 
In the event that the error was due to PPON , the client would receive the requested merchandise at no additional cost. 
 
To accept the change, the product must be returned to PPON and both the product and the packaging must be in perfect condition and with all the original content. 
 
RETURNS 
If you consider that the product is not what you expected, the amount of the product will be refunded less shipping costs. To do this you must contact us within 14 days natural from receipt of shipment (article 44 Law 47/2002) . 
 
To start the return process, contact our customer service by email ( info-hello@pponjapan.com ) to leave a record and we will indicate the steps to follow . 
 
Remember to indicate the following information: 
-Order number 
–Items you wish to return 
- Reason: 
-Name and surname 
-Full address 
-Date 
-Signature 
 
Items to be returned must comply with our Return Policy: 
 
- Items must be returned unused, unwashed, undamaged and with their original labels and packaging. 
- Footwear and accessories must be returned in the brand's original box and protective bag and must be inside a protective box when returned. 
- When you try on shoes, please be careful not to mark the soles or damage their box. 
- If the item has a brand label, you must leave it in its original place. 
- Beauty and cosmetic products must be returned unused, unopened, with their security seals and in their original packaging. 
- Stockings, socks and lingerie must be returned with their hygiene labels intact, in their unopened packages and in perfect condition. 
- Jewelry must be returned in the same condition in which it was received, including the brand package and the documents provided with it. 
 
Certain beauty items that contain hazardous or flammable materials (eg, fragrances, aerosols, sprays, essential oils, acidic ingredients, self-tanning lotions, nail polish, and nail polish remover) may present a hazard during storage, handling, or transportation. Due to the nature of these items, we are unable to accept returns. If you have any questions, contact our Customer Service team. 
 
Please be careful when trying on the pieces, as if you wish to return them, they must be in the same condition in which you received them. If the return does not comply with our Policy, it will not be accepted. 
 
You will be asked to send the product properly packed, assuming the customer the shipping costs. 
 
The product must be in perfect condition before being sent to proceed with its return. 
 
BROKEN, DEFECTIVE OR WRONG PRODUCTS
If you receive a product with a factory defect, defect or that is incorrect, you have 7 days from receipt of the order to return it, as long as you notify us within 48 hours of receipt of the order through our email: info-hello@pponjapan.com 
 
If we send a product by mistake other than the order placed by the customer, PPON will bear the costs of collecting the wrong product and delivery of the corresponding to the order placed. 
 
It is essential that you send us the high resolution photo of the broken, defective or erroneous product and keep said item in order to manage the return, as well as a photo of the original packaging, which you must also keep. We will indicate the procedure to follow, to proceed with the return. Likewise and as in the previous section regarding withdrawal, the merchandise received must be in its original packaging, in perfect condition, and with a copy proving the purchase. 
 
Once the merchandise is received and after checking its status, the corresponding amount will be paid using the means of payment used in the order.