Returns, Refunds & Exchange(s) Policy for Pooki's Mahi™

Policy:  Returns Policy, Refunds & Exchanges for Pooki's Mahi™
Last Updated:  5/26/2016

PLEASE READ POOKI’S MAHI’S RETURNS, REFUNDS & EXCHANGES POLICY TERMS (“TERMS”) CAREFULLY. THIS POLICY APPLY TO YOU AND YOUR PURCHASE OF ANY PRODUCTS FROM POOKI’S MAHI THROUGH ITS ECOMMERCE OR MCOMMERCE SITE (“WEBSITE”), LOCATED AT WWW.POOKISMAHI.COM, WWW.SUBSCRIPTIONS.POOKISMAHI.COM, WWW.CUSTOM.POOKISMAHI.COM AND SUBDOMAINS UNDER WWW.POOKISMAHI.COM ("SITE"), EXCEPT TO THE EXTENT THAT YOU HAVE ENTERED INTO A SEPARATE WRITTEN AGREEMENT WITH POOKIS MAHI THAT SUPERSEDES SOME OR ALL OF THESE TERMS. THESE TERMS ARE SUBJECT TO CHANGE WITHOUT PRIOR WRITTEN NOTICE AT ANY TIME, IN POOKI’S MAHI’S SOLE DISCRETION. BY PLACING AN ORDER FOR PRODUCTS THROUGH THE SITE, YOU AGREE TO BE BOUND BY AND ACCEPT THE TERMS AND CONDITIONS IN EFFECT AT THE TIME OF SUCH ORDER. ALL SALES ARE EXPRESSLY CONDITIONED UPON YOUR AGREEMENT TO THESE TERMS IN ADDITION TO POOKI’S MAHI'S TERMS OF USE.


BY USING POOKI’S MAHI’S SITE YOU ARE AGREEING TO OUR USE OF COOKIES AS DESCRIBED IN THE COOKIE POLICY AND ALL POLICIES.  ALL POLICIES ARE INTERTWINED.

IF YOU DO NOT AGREE TO POOKI’S MAHI’S COOKIE POLICY’S TERMS AND CONDITIONS, THEN YOU MAY NOT ACCESS THE SITES OR USE ANY SERVICES.  

Any new features or tools which are added to the current store shall also be subject to the Terms of Service and Cookie Policy. You can review the most current version of the Returns, Refunds and Exchanges Policy at any time on this page. We reserve the right to update, change or replace any part of Pooki’s Mahi’s Returns, Refunds and Exchanges Policy by posting updates and/or changes to our site. It is your responsibility to check this page periodically for changes. Your continued use of or access to our sites following the posting of any changes constitutes acceptance of those changes.



1. Products & Where Pooki’s Mahi’s Products Are Sold
Pooki’s Mahi’s Returns Policy covers listings owned and merchandised by Pooki’s Mahi and approved resellers.  

Products:
Pooki’s Mahi’s sells food & beverage (F&B) products like 100 percent Kona coffee single serve pods, Hawaiian single serves, Maui Mokka coffee pods, Kau coffee pods, tea single serves, loose leaf tea, etc. Pooki’s Mahi’s 100% Kona coffee pods are considered shelf ready products with an expiration date and LOT code.

Where Pooki’s Mahi’s products are sold:
Pooki’s Mahi products are sold through PookisMahi.com and approved marketplaces.  

Pooki’s Mahi monitors marketplaces for:

  1. Customers that cyber-harass or cyber-bully the brand, executives or brand advocates.
  2. Unapproved resellers scamming customers by selling Pooki’s Mahi’s Kona coffee single serve pods below the universally approved MAP price of $47.99 ($2.00 per coffee pod or tea pod).
  3. Unapproved resellers illegally selling Pooki’s Mahi’s Kona coffee single serve pods on marketplaces.  Marketplaces require tax ID, business reseller permit and business insurance.

Pooki’s Mahi recommends purchasing on Overstock.com, Amazon.com, etc.

Pooki’s Mahi will revoke marketplace platforms from selling Pooki’s Mahi’s products immediately for not abiding to the signed agreement.

POOKI’S MAHI DOES NOT OFFER RETURNS ON FOOD & BEVERAGE PRODUCTS, GIFT CARDS, CUSTOM PROMOTIONAL PRODUCTS OR PRIVATE LABEL KONA COFFEE SINGLE SERVE PODS.

2. Returns & Refunds - Sold by a marketplace platform like Amazon.com

    BE AWARE:  Pooki’s Mahi’s Kona coffee single serve pods sold by a marketplace platform like Amazon will accept returns from customers (even if the packaging seal has been broken), repackage it and sell it back to customers.  Customers may have tainted or damaged the product.  Pooki’s Mahi does not support repackaging or reselling food & beverage products. This is an extremely dangerous practice marketplaces use today.

    Listings by Marketplace Platforms will have the following:

    Contact the marketplace platform with the order number.  Pooki’s Mahi does not provide customer success support for these orders.  

    POOKI’S MAHI DOES NOT OFFER REFUNDS OR RETURNS ON FOOD & BEVERAGE PRODUCTS, CUSTOM PROMOTIONAL PRODUCTS OR PRIVATE LABEL KONA COFFEE SINGLE SERVE PODS SOLD BY A MARKETPLACE PLATFORM.

     

    3. Requirements for a Full Refund

    1. Regular items may be refunded, unfortunately sale items cannot be refunded.
    2. Order number (found on the packing slip and on the online receipt).
    3. Orders from marketplaces serviced/owned by Pooki’s Mahi will have:

    Pooki’s Mahi’s provides Customer Success support on select marketplaces like Amazon.com, Overstock.com, etc.

     

    4. Refunds - Approved Resellers

      Approved resellers must submit all orders through PookisMahi.com. Reseller orders submitted via PookisMahi.com are eligible for refunds.

       

      5. Refund Process and Overview

        All refund requests are handled through Pooki’s Mahi’s Customer Success center via a case number.  Open a case on Pooki’s Mahi’s Customer Success Center.  Refunds are not handled by fulfillment or orders@pookismahi.com.

        The actual refund will be managed by Pooki’s Mahi’s ecommerce system.

        We will notify you of the approval or rejection of your refund.  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.

        Late or Missing Refunds
        Late or missing refunds (if applicable) if you have haven’t received a refund yet, first check your bank account again.  Then contact your credit card company; it may take some time before your refund is officially posted.  Next contact your bank.  There is some processing time before a refund is posted.  If you’ve done all this and you still have not received your refund yet, then contact Pooki’s Mahi’s Customer Success Center using the original case created to request the refund.

        Be Aware:  Filing multiple customer success cases does not expedite a request. Multiple cases will annoy a very small team sharing the load to service and provide support to customers.  No business will deal with a professional nag.

         

        6. Exchanges

          POOKI’S MAHI’S DOES NOT OFFER EXCHANGES.

           

          7. Replacements & Inventory Controls

          Replacements
          It is very rare but occasionally Pooki’s Mahi’s operations team will pack a variety pack incorrectly.  If you received a variety pack order (also known as a bundle) then:
          1. Create a new case via Pooki’s Mahi’s Customer Success Center with the Order #, SKU and description.  
          2. Upload a photo of the order with the packing slip.

          The photo is required to improve Pooki’s Mahi’s operations processes.  The Order #, SKU and description is needed to quickly pull inventory and ship the replacement order.

          Inventory Controls
          Pooki’s Mahi has tight inventory controls to facilitate managing unapproved resellers and meet our cultural manifesto of fresh roasted Kona coffee single serve pods, tea single serves, delivered quickly to the customer.  Occasionally we implement packaging updates.  If you ordered a Kona coffee single serve pods from PookisMahi.com and we’re in the middle of replenishing the Kona coffee single serve pods:

          1. Pooki’s Mahi’s (company) representative will reach out to the customer via our Customer Success Center to inform the customer with options.
          2. A replacement will be shipped until the order is fulfilled.  Complimentary - no cost to the customer as per Pooki’s Mahi’s cultural manifesto.

          Customers will not be able to request a replacement.  Inventory is managed by Pooki’s Mahi.

           

          8. Custom Promotional Products & Private Label Kona Coffee Pods

          Custom Promotional Products and Private Label Kona Coffee Pods are 100% customized. Pooki’s Mahi will not be able to resell the custom promotional products or private label Kona coffee single serve products.  Do not submit an order for custom promotional products or private label Kona coffee single serve pods if you are unable to pay up front or not confident in selling through the units purchased.

          POOKI’S MAHI DOES NOT OFFER RETURNS ON FOOD & BEVERAGE PRODUCTS, GIFT CARDS, CUSTOM PROMOTIONAL PRODUCTS OR PRIVATE LABEL SINGLE SERVE PODS.  POOKI’S MAHI’S DOES NOT OFFER EXCHANGES.

           

          9. More Information

            Pooki’s Mahi is honest and transparent with all policies per our cultural manifesto.  Our approach minimizes wasted time and un-warranted requests from customers who attempt to negotiate minimums and pricing for our custom promotional products and private label Kona coffee single serve pods.  We expect customers to understand why we follow strict processes or rules.  

            Hopefully that has clarified things for customers and as was previously mentioned if there is something that customers aren't sure whether customers need or not it's usually safe to review Pooki’s Mahi’s Returns, Refunds and Exchanges Policy or visit Pooki’s Mahi’s Customer Success Center. However if customers are still looking for more information then customers can contact us through one of Pooki’s Mahi’s preferred contact methods.


            Email: support@pookismahi.com