RETURNS & CLAIMS
We want you to love every detail of your Popona experience. If something isn’t quite right, we’re here to help. Below you’ll find all the information you need about returning products, as well as how to file a claim in case of a defect or issue. Please take a moment to read the conditions for each product category.
If you have any questions, don’t hesitate to contact us at info@popona.cz – we’re always happy to assist.
RETURNS
Organizers, Bag Pillows, and Handcrafted Personalized Accessories
All of these products are made-to-order based on your specific wishes and the details you provide when placing your order. This allows us to offer a wide variety of colors and options, and also helps us minimize waste and remain environmentally responsible.
As these items are custom-made, they cannot be returned or exchanged.
That said, we’re always here to help. If you'd like to return a non-personalized item from this category, feel free to reach out. If the product has a high chance of being reordered by another client, we may accept the return as an exception. These cases are reviewed individually.
Thank you for appreciating craftsmanship and supporting sustainable production.
Protective Films, Bag Chains, Rain Covers, Bag Hooks, Clutch Stands, Straps
For products in these categories, you have the legal right to withdraw from the purchase agreement and return the item within 14 days without stating a reason.
The product must be unused and undamaged.
How to return your item:
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Please inform us about your intent to return by sending an email to info@popona.cz. Attach a filled-out Return Form and a copy of your invoice.
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Items must be returned in their original condition – complete, unused, and undamaged. Return shipping costs are covered by the customer.
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Pack your items carefully. We kindly ask you to use the original packaging, if possible.
Send the return package to:
Popona
Františka Diviše 1427/54L
104 00 Prague 10
Czech Republic
Tel: +420 733 184 734
When will I receive my refund?
Once we receive and inspect the returned item to ensure it’s in good condition, we’ll issue your refund using the original payment method.
Please allow up to 14 days for the return, inspection, and refund process to be completed.
CLAIMS / COMPLAINTS
We’re truly sorry if something’s not right. Please contact us at info@popona.cz and let us know what happened – we’ll do our best to resolve the issue promptly.
Please note that claims do not cover normal wear and tear or mechanical damage caused by improper use.
We handle all claims within 30 days. In the case of a repairable issue, we’ll be happy to fix the product for you.
If we agree on a repair, please make sure the item is clean and washed before sending it to us – otherwise, we may not be able to process your claim.
Send claims to:
Popona
Františka Diviše 1427/54L
104 00 Prague 10
Czech Republic