Returns

At The Poi Room we anticipate that you will be very happy with your purchased item. 

Please note that it is at the discretion of The Poi Room to exchange or credit an item that is unwanted, due to a change of mind.  However, in the event that The Poi Room does allow such a return, the item must be returned within 14 days of purchase in its original, unopened condition, and presented with the original receipt, exchange card, or other proof of purchase.  

We are unable to accept returned items that have been damaged by the customer or specifically commissioned on behalf of the customer.  

We can not offer refunds or exchanges on commissioned artworks, sale items or layby items.

Goods may be returned to The Poi Room if they are faulty or unfit for purpose.  The Poi Room reserves the right to repair or replace goods being returned in the first instance.  However, if the item is unable to be repaired or replaced, we shall offer an in store credit or gift voucher valid for 12 months.  The Poi Room does not issue cash refunds.  However, if a monetary refund is agreed upon, the funds will only be transferred into a designated bank account.

If the product has been damaged in transit by The Poi Room's carriers, please notify us with 48 hours of receiving your order and we will contact the courier company directly to resolve any claims.  Please note that claims must be made within seven days of delivery of the item.  We ask that you sign and check all goods on receipt as we cannot be held responsible once the chain of custody is broken. The Poi Room will cover any additional shipping or handling fees for replacement.

 

We must be notified of your intention to return an item shipped to you, within three working days of receipt of your order, and receive the returned item within seven working days of receipt of your order.  You will need to cover the cost of return shipping unless the item is faulty.  The item being returned must be safely and securely packaged in its original packaging.