This Return & Refund Policy explains how to purchase and receive skincare and personal care products, when products may be returned, how to request a return, where approved returns should be sent, who pays return shipping costs, and when refunds are issued.
POPOPOW® is owned and operated by Shenzhen Qianyuan Sheng Trading Co., Ltd.
This policy applies to eligible purchases made through popopow.com, subject to applicable consumer protection laws.
Ordering and Receiving Your Order
To purchase a product, browse our skincare collection, select your preferred item, choose any available options, add it to your cart, and complete checkout using accurate contact, shipping, and payment information.
An order confirmation will be sent to the email address provided during checkout.
Once your order has shipped, available tracking information will be sent by email.
Your order will be delivered to the shipping address provided during checkout.
Please inspect your skincare products and packaging promptly after delivery.
Check that the products are correct, the containers are intact, and any applicable safety seals are undamaged.
If an item arrives damaged, leaking, defective, incomplete, or incorrect, please contact us as soon as possible.
30-Day Return Window
Eligible products may be returned within 30 calendar days after confirmed delivery.
To begin a return, you must contact us within the 30-day return period.
Returns requested after this period may not be accepted unless otherwise required by applicable law.
For hygiene and product safety reasons, skincare and personal care products must meet the eligibility requirements outlined below.
We recommend contacting our customer support team before sending any product back to ensure that your request is reviewed and the correct return instructions are provided.
Return Eligibility
To qualify for a standard return, the skincare or personal care product must generally be:
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Unused, unopened, and unaltered.
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In its original condition and packaging.
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Accompanied by intact safety seals, where applicable.
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Free from signs of use, contamination, or damage caused after delivery.
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Returned with all original components, accessories, and documentation, where applicable.
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Accompanied by valid proof of purchase.
Products that have been opened, used, altered, contaminated, or damaged after delivery may not qualify for a standard change-of-mind return.
Products with missing packaging, broken seals, or other signs of use may also be ineligible for a full refund, subject to applicable law.
These restrictions do not affect your rights regarding products that arrive defective, damaged, contaminated, incorrect, or otherwise fail to meet applicable legal requirements.
Non-Returnable Items
For hygiene, safety, or other applicable reasons, the following items may not qualify for standard returns:
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Opened or used skincare and personal care products.
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Products with broken or removed safety seals after delivery.
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Products that have been altered, contaminated, or improperly stored after delivery.
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Customized or personalized products, where applicable.
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Gift cards, except where returns or refunds are required by law.
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Products clearly marked as final sale or non-returnable before purchase, to the extent permitted by law.
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Products damaged through misuse or failure to follow labeled instructions.
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Products sent back without the appropriate return instructions, where refusal is legally permitted.
These exclusions apply to discretionary returns and do not limit any statutory rights relating to damaged, defective, incorrectly supplied, or otherwise nonconforming products.
How to Request a Return
To request a return, please contact us at service@popopow.com.
Include the following information:
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Your order number.
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The email address used during checkout.
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The name of the product you wish to return.
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The reason for your return request.
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Clear photographs or videos, where relevant.
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A description of any damage, leakage, packaging issue, or product concern.
Our customer support team will review your request according to this policy and applicable consumer protection laws.
If your return is approved, we will provide the appropriate return address and return instructions.
Please do not send products back before receiving the relevant instructions.
Return Address
Do not send returns to our registered business address.
The designated return warehouse address may differ depending on the product, fulfillment location, and customer destination.
Once your return request has been approved, our customer support team will provide the correct return address and instructions.
Depending on the circumstances, we may provide specific packaging instructions to help prevent leakage or damage during return transportation.
Products sent to an unauthorized or incorrect address may not be received or processed.
If you are uncertain about the return destination, please contact us before shipping the package.
Return Shipping Costs
For change-of-mind returns, incorrect product selections, or other preference-based returns, the customer is generally responsible for return shipping costs.
Customers should use a suitable shipping method and package the products securely to help prevent damage during transportation.
If we confirm that a product arrived:
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Damaged or defective.
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Leaking or with a compromised safety seal.
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Incomplete or missing components.
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Incorrect or different from the item ordered.
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Materially different from its description.
We will provide an appropriate replacement, refund, or return solution at no additional cost to the customer, as required by applicable law and our policies.
Original shipping fees are generally non-refundable for preference-based returns unless otherwise required by applicable law.
Any applicable return shipping costs will be communicated during the return review process.
Damaged, Defective, Leaking, or Incorrect Orders
Please inspect your order promptly after delivery.
If a skincare product arrives damaged, defective, leaking, contaminated, incomplete, or incorrect, contact us as soon as possible.
Please provide:
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Your order number.
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Clear photos or videos of the affected product.
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Photographs of the original packaging.
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A photograph of the shipping label.
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Images showing any damaged seals, broken containers, leakage, or other concerns.
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A brief description of the issue.
Please retain the product and its original packaging until we have completed our review or provided further instructions.
If a product arrives with visible contamination, a damaged safety seal, or significant leakage, please avoid using it.
Once the issue has been reviewed and confirmed, we will provide an appropriate resolution.
Depending on the circumstances, this may include:
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A replacement product.
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A refund to the original payment method.
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An approved return at no additional cost.
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Another appropriate remedy consistent with applicable consumer protection laws.
Customers will not be required to bear return costs that the law requires the seller to cover.
Refunds and Processing Time
Once an eligible returned product has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 5–10 business days after the returned product has been received and inspected, unless a shorter period is required by applicable law.
After we issue the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account.
Where legally permitted, deductions may apply if a returned product has missing components, damage, contamination, signs of use, alteration, or reduced value caused by handling beyond what is reasonably necessary to inspect it.
Such deductions do not apply where they would conflict with mandatory consumer rights.
If you have not received an approved refund after the applicable processing period, please contact us at service@popopow.com with your order number.
Exchanges
Exchanges are subject to product availability.
If you wish to exchange an eligible skincare product for another item, please contact our customer support team before returning it.
For hygiene and product safety reasons, opened or used skincare products may not qualify for discretionary exchanges unless otherwise required by law.
In some cases, the fastest option may be to return the eligible product for a refund and place a new order for the preferred product.
If your original item arrived damaged, defective, leaking, incomplete, or incorrect, please contact us before placing a new order so we can review the issue and provide an appropriate resolution.
Order Cancellations
Please contact us immediately if you need to cancel an order.
We will make reasonable efforts to process cancellation requests before fulfillment begins.
However, cancellation cannot be guaranteed once an order has entered processing, packaging, fulfillment, or shipping preparation.
If an order has already been shipped, you may need to follow the applicable return procedure after delivery.
If your cancellation is accepted and payment has already been collected, an applicable refund will be processed to the original payment method.
Any statutory cancellation rights available under applicable law remain unaffected.
Business Information
POPOPOW® is an online skincare and personal care retail store owned and operated by Shenzhen Qianyuan Sheng Trading Co., Ltd.
The company is responsible for product sales, order processing, customer service, returns, refunds, and other customer-related transactions conducted through popopow.com.
Brand Name: POPOPOW®
Website: https://popopow.com
Company Name: Shenzhen Qianyuan Sheng Trading Co., Ltd.
Registered Address: Room 503–8601, Shanmao Building, Shanhui Community, Longhua Subdistrict, Longhua District, Shenzhen, Guangdong, China.
Email: service@popopow.com
Phone: +852 6316 228
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.
We aim to respond to customer inquiries within 1–2 business days.
Contact Us
For assistance with ordering, shipping, delivery, returns, refunds, exchanges, damaged or leaking skincare products, order cancellations, or other customer-service concerns, please contact us using the details below.
Email: service@popopow.com
Phone: +852 6316 228
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.
We aim to respond to customer inquiries within 1–2 business days.
When contacting us about an existing purchase, please include your order number and the email address used during checkout so our team can locate your order and assist you more efficiently.