Refund policy

Return & Refund Policy

At Plumpachino, we want you to feel confident shopping with us. If there is an issue with your order, please contact us so we can review the situation and determine the appropriate next step.

Please review this policy carefully before placing an order. Many of our products are personal wellness and self-care devices, and return eligibility may be limited for hygiene, safety, and product-integrity reasons.

Return Request Window

Return requests must be submitted within 30 days of delivery.

If your item arrives damaged, defective, incorrect, or significantly different from its description, you must contact us within 48 hours of delivery so the issue can be reviewed.

Email: customerservice@plumpachino.com

Return Approval Required

All returns must be approved by Plumpachino before being sent back.

Items returned without prior approval may not be accepted and may not qualify for a refund.

A return request does not guarantee approval. Each request is reviewed based on the condition of the item, the reason for return, the evidence provided, and our return policy.

Return Eligibility

To be eligible for a return, items must:

  • Be unused and in original condition

  • Include all original parts, accessories, manuals, packaging, and inserts

  • Not show signs of wear, use, misuse, damage, alteration, or improper handling

  • Be returned only after approval from Plumpachino

  • Be packaged safely for return shipping

Items returned damaged, incomplete, used, altered, or not in the required condition may be denied a refund or may receive a reduced refund after inspection.

Personal Wellness & Self-Care Devices

Because many Plumpachino products are personal-use wellness and self-care devices, opened or used items may not be eligible for return unless they are confirmed to have arrived damaged, defective, incorrect, or significantly different from the product description.

We do not accept returns for opened or used wellness/self-care devices due to:

  • Change of mind

  • Buyer’s remorse

  • Wanting to try the product

  • Not liking the product after use

  • Not reading the product details before purchase

  • Misunderstanding normal product operation when the product is functioning as described

This includes, but is not limited to:

  • Light therapy devices

  • Wearable wellness products

  • Facial or personal-care devices

  • Hair/scalp wellness devices

  • Body wraps, belts, lamps, caps, masks, or similar self-care products

Eligible Return Situations

We review return requests for:

  • Items that arrive damaged

  • Items that arrive defective

  • Incorrect items received

  • Products that arrive significantly different from their description

If an issue is reported, we may request photos, videos, packaging images, troubleshooting steps, or return inspection before determining the next step.

Damaged, Defective, or Incorrect Orders

If your item arrives damaged, defective, incorrect, or significantly different from its description, please email us within 48 hours of delivery.

Email: customerservice@plumpachino.com

Please include:

  • Your order number

  • Photos of the product

  • Photos of the packaging

  • A clear description of the issue

  • A clear video showing the issue, if requested

For product function, assembly, or defect concerns, we may require clear photo or video evidence showing:

  • The full product

  • All relevant parts and accessories

  • The packaging, if applicable

  • The exact issue from start to finish

  • Any attempted use, assembly, or troubleshooting related to the issue

This evidence is required so we can accurately review the situation and determine the appropriate next step.

Incomplete, unclear, or inconsistent evidence may delay the review process or affect return/refund eligibility.

Non-Returnable Items

The following items are not eligible for return:

  • Used light therapy devices, unless confirmed defective after review

  • Used wearable wellness products, unless confirmed defective after review

  • Opened facial or personal-care devices

  • Opened or used hair/scalp wellness devices, unless confirmed defective after review

  • Items returned more than 30 days after delivery

  • Items missing original packaging, parts, accessories, manuals, or inserts

  • Items damaged due to misuse, improper handling, improper assembly, alteration, or damage after delivery

  • Items returned without prior approval

  • Items purchased for trial use, testing, or short-term use and then returned due to change of mind

Refund Processing

Refunds are not issued before the item is returned, received, and inspected, unless Plumpachino confirms otherwise in writing.

Once an approved return is received and inspected, eligible refunds are issued to the original payment method within 5–10 business days.

Please note that your bank, credit card provider, or payment processor may require additional time to post the refund.

Shipping, Handling & Return Fees

Original shipping and handling costs are non-refundable.

For orders shipped under a free-shipping promotion, the original standard shipping/handling cost of $14.99 will be deducted from the final refund amount.

Customers are responsible for return shipping costs unless the item is confirmed by Plumpachino to have arrived damaged, defective, or incorrect after review.

We recommend using a trackable shipping service for returns. Plumpachino is not responsible for return shipments that are lost, delayed, damaged, or not delivered.

Restocking / Processing Fee

Approved returns may be subject to a 10% restocking/processing fee.

This fee helps cover return handling, payment processing, inspection, administration, and restocking costs.

The 10% restocking/processing fee may apply to:

  • Buyer’s remorse returns

  • Change-of-mind returns

  • Orders refused at delivery

  • Orders returned after failed delivery attempts

  • Approved returns of opened items

  • Approved returns of used items accepted as a one-time exception

  • Items returned without following the required return process

The restocking/processing fee does not apply when the item is confirmed by Plumpachino to have arrived damaged, defective, or incorrect after review and/or inspection.

Inspection After Return

All approved returns are inspected after they are received.

During inspection, we review:

  • Product condition

  • Signs of use, wear, misuse, damage, or alteration

  • Whether all parts, accessories, manuals, packaging, and inserts are included

  • Whether the reported issue matches the returned product condition

  • Whether the item qualifies for refund under this policy

If the returned item is damaged, used, incomplete, altered, missing parts, or not in the required condition, Plumpachino may deny the refund or issue a reduced refund.

Good-Faith Resolutions

In certain situations, Plumpachino may offer a one-time good-faith resolution.

Any good-faith resolution is offered at our sole discretion and does not change our standard return, refund, shipping, inspection, or restocking policies.

A one-time exception does not guarantee the same resolution for future orders or future return requests.

Before You Order

Please review product descriptions, photos, specifications, usage instructions, shipping times, and return eligibility before placing your order.

If you have questions before purchasing, please contact us first. We are happy to help you choose the right product for your needs.

Email: customerservice@plumpachino.com