Refund Policy

Last updated: 2026-08-30

Scope

This Policy applies to physical goods purchased through POOPO and does not limit mandatory consumer rights under applicable law. Every order is priced in Chinese yuan (CNY) and paid through ZPAY WeChat payment. POOPO adds no platform service fee and performs no KRW or other foreign-currency conversion.

Unpaid Orders

An unpaid order that never created a ZPAY payment attempt can be canceled and its reserved inventory released; no refund funds are involved. An order with a payment attempt cannot be canceled merely because the page displays “pending payment.” We must first reconcile the transaction through a ZPAY provider query or other reliable evidence so that an order or inventory is not released during a delayed notification.

Paid but Not Yet Procured

The current system supports a full refund before procurement begins. An administrator rechecks the order number, payment state, CNY amount, and procurement state before submitting the original full order amount to ZPAY. The automated workflow charges no refund service fee and does not support an arbitrary partial refund.

Only an explicit successful response from ZPAY moves the order to refunded and restores committed inventory. A network timeout, unknown response, duplicate request, or inconsistent local state sends the order to manual review and never triggers an automatic duplicate refund submission.

Procured, Shipped, or Delivered Orders

Cancellation after procurement and requests involving returns, damage, a wrong item, missing contents, or a material mismatch with the product description require manual handling. Contact in-app support within the period required by applicable law or stated on the product page and provide the order number, an explanation, and reasonably necessary photos or other evidence.

Do not send an item back before receiving return instructions. Whether a return is required, the available remedy, the return address, and responsibility for reasonable shipping costs depend on the item condition, cause of the issue, applicable law, and actual fulfillment facts. Where law requires a refund, replacement, redelivery, or another remedy, we handle it accordingly. The scope of the current automated refund button does not limit those statutory rights.

Requests Requiring Manual Review

The system does not automatically refund the following, but we review them based on evidence and applicable law:

• ZPAY accepted a request but the local system has no conclusive result.
• The order has entered procurement, shipment, or delivery.
• The request concerns selected items, a partial amount, logistics charges, diminished item value, or duplicate payment.
• There is a risk of account theft, abnormal payment, chargeback, fraud, or refund abuse.

Refund Path and Timing

An approved refund is generally returned through the original WeChat payment path and reconciled against the original CNY order amount. Posting time depends on ZPAY, WeChat Pay, and the relevant financial institutions. A submitted request or “processing” page does not mean that funds have arrived. We retain necessary payment, refund, and audit records for reconciliation and dispute handling.

How to Request

Sign in to the POOPO account used for the purchase and provide the order number, reason, and reasonably necessary evidence through in-app support. To protect order privacy, we may verify account, recipient, or transaction information, but we will not ask for your WeChat payment password or complete payment credentials.

Contact

For a cancellation, return, or refund question, contact us promptly through the in-app support channel on the POOPO website. Clearly flag a duplicate or unknown charge so that payment reconciliation can be prioritized.