Return & Exchange Policy
At Pokten, we want you to feel confident with every purchase. If your order is not the right fit or does not meet your expectations, you may request a return or exchange in accordance with the policy below.
Return Period
Return or exchange requests must be submitted within 7 days of receiving your order.
Items received after this period may not be accepted unless prior approval has been provided by our customer service team.
Return Conditions
To be eligible for a return or exchange, the item must:
- Be unworn and unused
- Be in its original condition
- Include the original packaging, accessories, and tags
- Not show signs of damage, stains, scratches, or alteration
- Be accompanied by proof of purchase
For hygiene and product protection, footwear should only be tried on indoors and on a clean, dry surface.
Exchanges
You may request an exchange for a different size or eligible product, subject to availability.
If the requested replacement is unavailable, we may offer an alternative solution, such as a refund or store credit. Additional charges may apply if the replacement item has a different price.
Damaged or Incorrect Items
Please contact us as soon as possible if you receive an item that is damaged, defective, or different from what you ordered.
Include your order details and clear photographs of the item and packaging. We will review the issue and provide appropriate assistance.
Non-Returnable Items
The following items may not be eligible for return or exchange:
- Items that have been worn outdoors
- Items with missing or damaged packaging
- Items showing signs of use, alteration, or improper care
- Gift cards
- Final-sale or clearance items, unless they arrive damaged or incorrect
Return Process
To request a return or exchange, please contact us with:
- Your name
- Order number
- Reason for the return or exchange
- Photos, if the item is damaged or incorrect
- Preferred resolution
Do not send an item back before receiving return instructions from our team. Unauthorized returns may experience delays or may not be accepted.
Return Shipping
Unless the item is defective, damaged, or incorrect, return shipping costs may be the responsibility of the customer.
If the return is caused by an error on our part or an approved product issue, we will provide further instructions regarding the return process.
Refunds
Once the returned item has been received and inspected, we will notify you whether the return has been approved.
Approved refunds will be issued to the original payment method. Processing times may vary depending on the payment provider.
Original shipping charges may be non-refundable unless the return is due to a product defect, damage, or fulfillment error.
Order Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible. We will try to accommodate your request before the order is processed or shipped.
Once an order has been shipped, it may need to be handled through the standard return process.
Contact Us
If you have any questions about returns or exchanges, please contact our customer service team through the contact details provided on the Pokten website.