Refund policy

Refund & Return Policy

Every piece at Pomalo House is one of a kind. There is no second one waiting in the back room. We take care in choosing, describing and packing each object, and we ask our customers to take equal care when deciding what to bring home.

Here’s how our return policy works.

Our Guarantee

Every piece should arrive as described.

Before listing an object, we examine, measure and photograph it. We disclose noticeable damage and signs of wear, and distinguish established provenance from uncertain attribution.

If an item arrives damaged or materially different from its listing, please contact us within 48 hours of delivery.

For qualifying claims, Pomalo House will issue a full refund, including any shipping charges paid, and cover necessary return shipping.

This guarantee applies to every purchase, including items designated final sale, subject to applicable consumer protections.

Returns

If a piece simply isn’t right for your home, please contact us within 48 hours of delivery to request a return.

Approved returns must be shipped within 7 days of authorization and returned in the same condition in which they were received.

Customers are responsible for insured, trackable return shipping. We do not charge restocking fees.

Once your return has been received and inspected, we’ll refund the purchase price to your original payment method. Our original outbound shipping expense is not separately deducted from eligible refunds.

Items specifically identified as final sale in their product listings are not eligible for change-of-mind returns.

Shipping Damage & Listing Errors

Please inspect your purchase promptly upon arrival.

Shipping damage or a material discrepancy between an item and its listing must be reported within 48 hours of delivery.

Email studio@thepomalohouse.com with photographs of the item and the issue. For shipping damage, please also include photographs of the shipping box and packing materials.

Please retain all original packaging until the claim has been resolved.

For qualifying claims, Pomalo House will provide a full refund, including any shipping charges paid, and cover necessary return shipping.

These reporting requirements are subject to applicable consumer protections.

Vintage & Pre-Loved Objects

Vintage objects have histories. Signs of age and use that are disclosed in a product listing are part of the object’s described condition, not undisclosed damage.

We take care to describe what we see, but we encourage you to ask questions before purchasing.

Ask for additional photographs. Ask for a measurement we haven’t listed. Ask about the color in daylight, the weight of an object or the condition of a particular detail.

We would far rather spend time helping you decide than have an object make an unnecessary journey.

Authenticity & Attribution

If you discover credible evidence that a piece’s stated maker or attribution is materially incorrect, contact us at studio@thepomalohouse.com with the supporting information.

We’ll review authenticity and attribution concerns individually, separately from our standard 48-hour return window. If a material listing error is confirmed, the refund terms in Our Guarantee apply.

Returning an Item

Please contact us before shipping anything back. We’ll provide return authorization and instructions, including the return address.

Whenever possible, reuse the original box and packing materials. Returned objects must be securely packaged to prevent damage in transit.

If an item is damaged during a customer-arranged return because of inadequate packaging, any refund may be adjusted to reflect documented damage where permitted by law.

Items purchased together as a designated set must be returned together.

Refunds

Once an approved return has been received and inspected, we’ll issue the applicable refund to your original payment method.

Your bank or payment provider determines when the funds become available.

Questions

Not sure whether a piece is right for your home? Ask before purchasing.

For additional photographs, measurements, condition questions or return requests, email studio@thepomalohouse.com.