At Pooltra, we strive to provide quality products and a smooth shopping experience. This Refund & Return Policy explains the conditions under which returns, replacements, and refunds are accepted.
By placing an order with Pooltra, you agree to the terms stated below.
1. Eligibility for Returns
We accept returns only under the following conditions:
✔ Product received is damaged
✔ Product received is defective
✔ Product received is incorrect (different from what was ordered)
✔ Size issue (only if mentioned on product page that size exchange is allowed)
To be eligible for a return:
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The request must be raised within 48 hours of delivery
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The product must be unused, unwashed, and in original condition
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Original tags, packaging, and invoice must be intact
2. Items Not Eligible for Return
The following items are not eligible for return or refund unless damaged or defective:
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Items bought on sale / discount / clearance
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Innerwear / intimate products (if you ever sell them)
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Customized or made-to-order products
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Products damaged due to misuse by customer
(You can edit this list based on your future product types.)
3. How to Request a Return
To request a return, customers must contact us via:
📧 Email: support@pooltra.in
Please include:
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Order ID
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Product name
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Reason for return
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Clear photos/video of the issue
Our team will review the request and respond within 24–48 working hours.
4. Return Approval & Pickup
Once your return request is approved:
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We will arrange a pickup through our courier partner
OR -
Ask you to self-ship the product (depending on location)
Products sent without approval may not be accepted.
5. Refund Policy
After the returned product passes quality inspection:
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Refund will be processed within 5–7 working days
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Refund will be issued to the original payment method (UPI, card, bank, wallet, etc.)
If payment was made via:
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UPI/Card/Netbanking → refund goes back to same account
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COD (if you offer later) → refund via bank transfer or UPI
6. Exchange Policy
Currently we are not providing any exchanges or size exchange.
7. Shipping Charges on Returns
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If return is due to our mistake (wrong/damaged/defective product) → We bear the shipping cost
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If return is due to customer preference (size issue, change of mind) → Shipping cost may be borne by the customer
8. Order Cancellation
Orders can be canceled only if:
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The order has not yet been shipped
Once the order is shipped, cancellation is not possible and return policy will apply instead.
9. Contact Us
For any return, refund, or cancellation queries, contact at below details or visit our Contact Us Page:
Business Name: Pooltra
Email: support@pooltra.com