Refund policy

Exchange, Return & Refund Policy

Last Updated: June 2026

At Pono Universe, customer satisfaction is important to us. We strive to ensure that every pair of footwear delivered meets our quality standards. If you receive a product that is damaged, defective, incorrect, or has a size issue, we're here to help.

Please read our Exchange, Return & Refund Policy carefully before placing an order.

1. Exchange Policy

We offer exchanges only within 5 days from the date of delivery.

You may request an exchange if:

You received the wrong product.
You received a damaged or defective product.
The product has a manufacturing defect.
You require a different size (subject to stock availability).

To be eligible for an exchange:

The product must be unused and unworn.
It must be returned in its original packaging.
All tags, labels, accessories, and invoices must be intact.
The product should not show signs of use, damage, or alteration caused by the customer.

Exchanges are subject to product inspection and stock availability.

2. Return Policy

Returns are accepted only for eligible refund requests made in accordance with this policy.

Products returned without meeting the eligibility criteria may be declined and sent back to the customer.

3. Refund Policy

Refund requests for delivered orders must be made within 3 days from the date of delivery.

Refunds may be approved in the following situations:

You received a damaged or defective product.
You received the wrong product.
An exchange or replacement cannot be provided due to stock unavailability.
An order is cancelled by Pono Universe before dispatch.
Any other situation where a refund is required under applicable law.

Approved refunds will be processed to the original payment method within a reasonable timeframe after the returned product passes inspection.

4. Non-Exchangeable / Non-Returnable Items

Exchange or refund requests will not be accepted for products that:

Have been used, worn, washed, or damaged after delivery.
Are returned without their original packaging or tags.
Show signs of misuse or improper handling.
Are requested after the 5-day exchange or 3-day refund window, as applicable.

5. Exchange / Return Process

To request an exchange or refund:

Email us at info@ponouniverse.com within the applicable time period.

Please mention your:

Order Number
Name
Reason for exchange/refund
Clear photographs of the product (if applicable)

Our support team will review your request and guide you through the next steps.

Once the returned product passes inspection, your replacement will be dispatched (subject to stock availability), or your approved refund will be processed.

6. Reverse Pickup

Where reverse pickup service is available, we will arrange the collection of the eligible product.

If reverse pickup is unavailable in your location, customers may be requested to ship the product to the address shared by our support team. Any reimbursement of shipping charges, if applicable, will be communicated during the exchange or refund process.