Refund Policy

How long do I have to return an item?

You are welcome to return your order for a refund or exchange within 30 days of delivery. Exchanges are subject to stock availability and must be of equal or lesser value. Returns are not supported in the following situations:

Items showing signs of use, wear, damage, or missing parts (e.g., manuals, warranties, accessories).
Items marked as non-returnable or that include free gifts.
Downloadable software products.

How do I apply for a return online with Popumusic & Partykeys?

To initiate a return, please follow the steps below:

1. Request Return Authorization
Contact our customer service team at support@popuglobal.com. Please include your order number and the reason for the return.
We will review your request and provide you with a return shipping address. A prepaid shipping label will be issued only in cases of quality issues or errors on our part.

2. Prepare Your Return
For returns due to non-quality reasons (such as change of mind or wrong size/color), please provide clear photos of the item as follows:

The item in its original packaging (unopened items may skip this step)
All sides of the outer packaging, clearly showing any visible damage if present

Please ensure the item is securely repackaged using appropriate protective materials to prevent damage during transit.

3. Ship the Item Back
You are responsible for return shipping costs unless the return is due to a quality issue or our error.
After shipping, please email us the tracking number and shipping details for our records.

4. Refund Processing
Once we receive and inspect the returned item, your refund will be processed within 5–7 business days.
Please note that it may take an additional 7–14 business days for the funds to appear on your credit card or bank statement, depending on your payment method and bank processing times.

Who pays for the return shipping cost?

Products with manufacturing defects: Popumusic & Partykeys will provide a free replacement product with free shipping. You do not need to return the original item. If you still wish to return the defective product, we will cover the return shipping costs and provide a prepaid shipping label.

Products without defects: Customers are responsible for all return shipping costs. Original shipping fees are non-refundable. For items valued over $50, we strongly recommend using a trackable shipping service or purchasing shipping insurance to ensure safe delivery.

What should I do if my item is damaged, not as described, or incorrect?

If your item arrives damaged, is not as described, or if you received the wrong item/parcel, please follow these steps:

1.Contact us with clear photos or a short video showing the exact issue (including the product, packaging, and any relevant details).
2.Our support team will review your case and provide a satisfactory solution within 24–48 business hours.

Why is the refund not the same as item price?

If your order included a coupon, promotion, or other discount, the refund amount will be adjusted accordingly. The discount you originally enjoyed will be deducted from the refund.

Where can I find the return address?

Once your return has been approved by our customer service team, we will provide you with the correct return shipping address and a Return Authorization (RA) number via email.

Please note: Returns without a valid Return Authorization (RA) number may be refused or disposed of without refund. Any unclaimed packages will be disposed of after 30 days from the date we receive the return

Which items cannot be returned?

The following items are non-returnable and cannot be exchanged:

Used, worn, damaged, or altered items
This includes items showing signs of use, wear, scratches, dents, or missing original manuals, warranties, accessories, or packaging (where applicable).
Non-returnable items and free gifts
Items marked as non-returnable or received as free gifts are not eligible for return or exchange.
Digital products
Downloadable software, digital downloads, or electronic keys cannot be returned.

How can I check the status of my refund?

We apologize for any inconvenience this may cause and appreciate your patience and understanding. Most refunds are processed within 5 business days after we receive and inspect your return.

Please note that:

For credit/debit card refunds, it may take your bank 8–15 business days to post the funds to your account. This processing time is controlled by your bank, not us.
For PayPal refunds, it typically takes 7–14 business days to appear in your PayPal balance.

If you have any questions, feel free to contact our customer service team. Email: support@popuglobal.com

Can't Find the Answer You're Looking For?

We’d love to hear from you! Feel free to share your experience, send suggestions, or discuss cooperation opportunities.

You can also reach us:

By Email:
support@popuglobal.com

Company Name:
PopuMusic Global INC.

Locations:
🌍Dover, DE 19901, United States (Not return address).

🌍Block 6, No. 806, Shenzhen Software Industry Base, Nanshan District, Shenzhen, Guangdong, China.

🌍Room 2103/2104, Innovation & Research Port, Wujin District, Changzhou, Jiangsu, China.