Shipping & Return Policy

1. Payment Terms & Tax Exemption Notice

• Accepted Payment Methods: Payment must be made in full at checkout via secure credit/debit card processing (Stripe). Alternative payment methods, including checks, wire transfers, or cash on delivery (COD), are not accepted.
• French VAT Exemption: Ponoto is registered in France under the micro-entrepreneur tax regime. Value Added Tax (VAT) is not applicable pursuant to Article 293 B of the French General Tax Code (CGI). Prices displayed do not include VAT, and no French VAT is collected at checkout.

2. International Shipping, Customs & Biosecurity Terms

We ship internationally from our workshop in France to the following destinations: Australia, Austria, Belgium, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hong Kong, Hungary, Iceland, Ireland, Isle of Man, Italy, Japan, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, the Netherlands, New Zealand, Norway, Poland, Portugal, Saint Martin, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Taiwan, United Kingdom, and the United States.

Import Duty Frameworks:

• Delivered Duty Paid (DDP) Destinations (e.g., United States, Canada): Shipments to DDP countries are dispatched exclusively via tracked DDP postal services. Applicable import tariffs and taxes are calculated and prepaid by us on your behalf at checkout.
• Delivered at Place (DAP) Destinations (Other Non-EU Countries e.g., Norway, Switzerland): All other non-EU orders are shipped DAP. Local import taxes, customs duties, or carrier handling fees assessed by the destination country are the sole financial responsibility of the customer upon delivery.

Biosecurity & Botanical Import Compliance:

• Botanical Content: Our products contain natural dried plant material, specifically catnip (Nepeta cataria) and silver vine (Actinidia polygama).
• Customer Responsibility: Buyers outside the European Union are strictly responsible for verifying that local agricultural, customs, and biosecurity regulations permit the import of dried plant materials into their jurisdiction.
• Seizures & Disposals: Ponoto accepts no liability or financial responsibility for shipment delays, administrative fines, or parcel destruction/quarantine enforced by foreign customs or biosecurity authorities.

3. Address Accuracy, Refusals & Unclaimed Shipments

• Delivery Detail Verification: Customers must ensure complete and accurate shipping details (including apartment numbers, access codes, and phone numbers) prior to completing order placement.
• Non-Refundable Shipping Costs: Initial delivery charges are strictly non-refundable for parcels returned to France due to incorrect address information, failed collection from postal depots within carrier holding windows, or refusal to pay destination customs charges/duties.
• Re-shipment Obligations: Returned packages will only be re-dispatched upon the customer's prepayment of the full current re-delivery carrier fees.

4. Statutory Right of Withdrawal & Hygiene Exceptions

In accordance with European Union directives, Article L. 221-28 5° of the French Consumer Code, and UK Consumer Contracts Regulations, the statutory 14-day right of withdrawal is expressly excluded for sealed goods that are unsuitable for return due to health protection or hygiene reasons once unsealed after delivery.

Application & Regional Rules:

• EEA & UK Orders: Customers within the European Economic Area (EEA) and the UK may exercise their 14-day withdrawal right solely if the item remains fully enclosed in its original, unbroken, unopened glassine paper envelope.
• Immediate Loss of Withdrawal Right: Opening, tearing, or breaking the seal of the glassine envelope permanently terminates all statutory rights of return, exchange, or refund.
• Non-EEA / Non-UK Sales (Final Sale): Due to international logistics, customs procedures, and biosecurity regulations, all orders shipped outside the EEA and UK are final sales and strictly non-returnable.
• Hand-Crafted Nuances: Minor variations in stitching, textile grain, or subtle dimensional differences are inherent characteristics of artisan hand-crafting and do not constitute product defects.

5. Damaged or Defective Goods (Legal Guarantees)

Nothing in this policy limits or waives your rights under mandatory legal guarantees under French law, including the Legal Guarantee of Conformity (Article L. 217-3 et seq. of the French Consumer Code) and the Legal Guarantee Against Hidden Defects (Article 1641 of the French Civil Code).

• Reporting Defects: If an item arrives damaged during transit or exhibits a manufacturing defect prior to unsealing, you must notify us within 48 hours of receipt at returns@ponoto.com.
• Required Verification Documentation: Claims must include photographic evidence clearly showing: (1) the damaged outer carrier packaging, (2) the claimed defect, and (3) the fully intact, unopened glassine seal.
• Resolution: Validated claims will be remedied via replacement or refund at Ponoto's sole discretion.

6. Return Instructions (Eligible Sealed Items Only)

1. Contact returns@ponoto.com within 14 calendar days of item delivery to request return authorization.
2. Upon written authorization, securely package the unopened item inside its original protective postal box.
3. Return Freight Responsibility: The buyer is fully responsible for all direct costs of returning eligible items. Returns must be dispatched via a tracked shipping service. Ponoto is not responsible for lost or damaged return shipments.

7. Discretionary Review & Governing Law

Any discretionary exceptions granted outside these terms are made purely on a goodwill basis without creating a legal precedent or waiving future enforcement of any policy provision.