Return Policy

Retail Orders



Return Eligibility


  • Returns are accepted within 7 days of delivery.
  • Items must be unused, in original, resellable condition, and returned in original packaging.
  • Returns that do not meet these conditions will not be accepted.



Exchanges


  • We do not offer exchanges.
  • If you wish to exchange an item, you must return the original order and place a new order.
  • All returns are subject to the terms outlined in this Return Policy.



Return Authorization


  • All returns require prior authorization.
  • To request a return, contact customercare@populusproject.com with your order number.
  • Items returned without authorization will not be accepted.



Refunds


  • Approved returns are refunded to the original form of payment, less a 10% restocking fee.
  • Original shipping charges are non-refundable.
  • Return shipping costs are the customer’s responsibility.
  • Refunds are processed once the return has been received and inspected.
  • Please allow additional time for your bank or credit card provider to post the refund.



Faulty or Damaged Items


  • Claims for faulty or damaged items must be submitted within 7 days of delivery.
  • Claims must include:
    • Order number
    • Clear photos of the issue
    • Photos of the outer packaging if damage occurred during transit
  • Claims submitted after 7 days will be reviewed at our discretion.
  • Cosmetic variations or minor surface marks that do not affect functionality may not qualify as defects.



Wholesale Orders



Claims Window


  • Wholesale customers must report damages, defects, shortages, or discrepancies within 5 days of delivery.
  • Claims submitted after this period may not be accepted.



Replacements


  • Approved claims will be resolved through replacement product or replacement parts, at our discretion.
  • Refunds are not issued for wholesale orders unless explicitly agreed to in writing.
  • We are not responsible for any duties, taxes, or customs fees incurred on replacement shipments.



Return Shipping


  • Return authorization is required prior to any wholesale return.
  • Return shipping terms will be assessed on a case-by-case basis depending on the nature of the claim.
  • Unauthorized wholesale returns will not be accepted.



Final Sale


  • All wholesale orders are considered final sale, except in cases of verified manufacturing defects or shipping damage reported within the stated claims window.