Return & Refund Policy

Thank you for shopping at Poundback.com, operated by
TMC HEATING & COOLING LLC. We want every customer to be satisfied with their order and shopping experience.

Return Eligibility

Because many of our products are print-on-demand or embroidered items, each order may be produced specifically for the customer. Returns are accepted only when the item is damaged, defective, incorrect, or does not match the order details.

Return Request Window

Customers must contact us within 30 days of receiving the order to request a return, replacement, or refund review.

Non-Returnable Items

We do not accept returns for items that are used, washed, altered, damaged by the customer, or returned without prior approval. Custom, personalized, printed, or embroidered products are not eligible for return unless they arrive damaged, defective, or incorrect.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible with your order number, a description of the issue, and clear photos of the product and packaging. We will review your request and provide the best available solution.

Return Approval

All return requests must be reviewed and approved by our support team before any item is sent back. Items returned without approval may not be accepted or refunded.

Refunds

Once your refund request is approved, the refund will be issued to the original payment method used at checkout. Refund processing times may vary depending on your bank or payment provider.

Replacements

In some cases, we may offer a replacement instead of a refund, especially when the issue is related to a damaged, defective, or incorrect item.

Return Shipping

If the return is due to our error, such as a damaged, defective, or incorrect item, we may provide return instructions or another suitable resolution. If a return is approved for any other reason, the customer may be responsible for return shipping costs.

Order Cancellations

Order cancellation requests must be submitted as soon as possible after purchase. Because POD and embroidered items may enter production quickly, cancellation is not guaranteed once production has started.

Refunds for Shipping Fees

Original shipping fees are generally non-refundable unless the refund is due to our error or a problem with the order that has been confirmed by our support team.

How to Request a Return or Refund

To request assistance, please contact us by email and include your order number, full name, reason for the request, and clear photos if the item is damaged, defective, or incorrect.

Contact Us

If you have questions about returns, refunds, or replacements, please contact us:

Business Name: TMC HEATING & COOLING LLC
Website: poundback.com
Email: support@poundback.com
Address: 1025 Lone Palm Avenue, Suite 1G, Modesto, California 95351, United States