Refund policy

Last updated: July 10, 2025

At Poenjoe, we take great pride in creating personalised products made especially for you. Please take a moment to review our policy regarding returns, refunds, and order changes.

Personalised Products

Due to the customised nature of our products, we do not offer refunds or exchanges for change of mind, incorrect details provided at checkout, or buyer error. Every order is made to your specifications, and production begins immediately after your order is placed.

Please double-check all spelling, dates, names, colours, sizes, and custom selections before confirming your order. We are unable to edit or cancel orders once they are placed.

Damaged or Defective Items

If your item arrives damaged or with a manufacturing defect, please contact us within 7 days of delivery at hello@poenjoe.com with the following:

  • Your order number

  • A clear photo of the product and packaging

  • A brief description of the issue

We will assess the issue and, where eligible, offer a replacement or store credit. Please note that slight colour variations and minor differences in placement may occur and are not considered defects.

Incorrect or Incomplete Orders

If your order arrives with incorrect customisation that differs from what was confirmed in your order receipt, please notify us within 7 days. If we have made a mistake, we will happily provide a corrected replacement at no extra cost.

Lost or Missing Parcels

Please ensure that your shipping address is accurate. We are not responsible for parcels lost due to incorrect or incomplete addresses entered at checkout. If your parcel is marked as delivered but hasn’t arrived, please check with your local courier before contacting us.

Returns

As all items are custom-made, we do not accept returns unless your product is damaged or defective as outlined above. Unauthorised returns will not be accepted or refunded.

Order Changes or Cancellations

As all orders go into production quickly after payment, we are unable to make changes or cancellations once your order is confirmed. Please review your order carefully before submitting.

Contact Us

If you have any questions or concerns about your order, please contact our team at:
📧 hello@poenjoe.com
We’re happy to help Monday to Friday, 9am–5pm NZT.