14-day money-back guarantee

If you're not satisfied within 14 days of receiving your Plum Box, send it back for a full refund. We won't ask why.

Return shipping

• Change of mind (no defect): you cover return shipping.
• Defective, damaged in transit, or not as described: we cover return shipping, with no additional fees.

Condition of returned items & your data

• For change-of-mind returns, the device, accessories, and packaging must be in resellable condition.
• Please back up and erase your data before returning. Plum is not responsible for any data left on a returned unit.

When a refund may not apply

A refund may be limited or declined when:

• the product has been lost or damaged through your handling (opening the packaging to inspect it is fine);
• its value has significantly decreased through use; or
• it can no longer reasonably be resold.

How refunds are processed

Once we receive and inspect the returned item, we process your refund promptly. For card payments, the time for the refund to appear depends on your card issuer or payment processor and may take additional business days.

Warranty is separate

Independent of the 14-day window, every Plum Box includes a 1-year limited warranty covering manufacturing defects under normal use.

How to start a return

Contact us through the Support page (plum.im/support) or email support@plum.im with your order number, and we'll guide you through the process.

Information we collect

• Account: your email address, a securely hashed password, and — if you enable it — two-factor authentication and recovery data.
• Orders: the product, quantity, amount, currency, order status, and the payment reference IDs returned by our payment providers.
• Shipping: the recipient's name, address, and phone number used to deliver your order.
• Account recovery: if you choose to add one, a mobile phone number we verify by text so you can get back into your account if you lose access to your email. This is separate from any shipping phone number and is never required.
• Support: the messages and contact details you provide when you reach us by live chat or email.
• Device & usage: an approximate location (country) inferred from your IP address, and cookies used to sign you in and remember your region and language.

What we do not hold

We do not store the files, photos, or videos you keep on your Plum Box — they live on the device in your home. We do not store your full payment-card number; card details are handled by our payment providers.

How we use your information

• To create, secure, and sign you into your account;
• To process orders, payments, shipping, and refunds;
• To provide customer support;
• To send transactional emails about your order, shipping, and account;
• To text a one-time passcode to a phone number you add, and to alert that number if your password is reset;
• To detect, prevent, and investigate fraud or abuse;
• To meet legal, tax, and accounting obligations.

Text messages

Adding a phone number is optional and takes a separate consent checkbox — entering a number on its own is not consent. When you add one we text you a one-time passcode to confirm it, and if you later reset your password through that number we text a security notice so you know it happened. We never send marketing or promotional messages by text.

Message frequency varies. Message and data rates may apply. Reply STOP to any message to opt out, or HELP for help. You can also remove your number at any time in your account settings, which stops all messages to it.

Service providers we share with

We share the minimum necessary with providers that operate the service on our behalf. We do not sell your personal information.

• Payments: Stripe (international) and Toss Payments (Korea);
• Shipping: DHL Express and Korea Post EMS;
• Customer support: Libredesk;
• Email, hosting, and infrastructure: Amazon Web Services, Vercel, and Cloudflare;
• Text messages: AWS End User Messaging.

Cookies

We use a small set of cookies: a session cookie to keep you signed in, and cookies that remember your country and language. We do not use advertising or cross-site tracking cookies.

Data retention

We keep account and order information while your account is active and for as long as legal, tax, and accounting rules require, then delete or anonymize it.

Your rights

You can access, correct, or delete your personal information and withdraw consent by emailing support@plum.im. Depending on where you live, you may have additional rights under local law.

Security

We protect your information with encryption in transit, one-way hashed passwords, and access controls. Data on your Plum Box is encrypted at the hardware level.

Contact

Questions about this policy: support@plum.im — Plum Networks, Inc.

Account

You agree to provide accurate information and to keep your login credentials secure. You are responsible for activity under your account.

Orders, pricing & payment

All orders are subject to acceptance and availability. Prices, capacities, and availability may change. Pre-orders ship according to the schedule shown at checkout. Payment is processed by Stripe or Toss Payments; applicable taxes or import duties may apply.

Shipping

Shipping costs and estimated timing are shown before you pay. Title and risk of loss pass to you on delivery.

Refunds & returns

Refunds and returns are governed by our Refund & Returns Policy (see the Refund tab), and by your statutory rights where applicable.

The Plum Box device & software

We grant you a limited, non-exclusive, non-transferable license to use the Plum software with your device. You keep full ownership of your data. You are responsible for maintaining your own backups. You may not reverse-engineer, resell, or misuse the software except as the law allows.

Text messages

Adding a phone number to your account is optional and requires a separate consent checkbox. If you add one, we send a one-time passcode to confirm it and may send a security notice to that number when your password is reset. We do not send marketing by text. Message frequency varies, message and data rates may apply, and you can reply STOP to opt out or HELP for help at any time.

Acceptable use

You may not use the service for unlawful, infringing, or abusive purposes, or in a way that harms the service or other users.

Warranty & disclaimer

Every Plum Box includes a 1-year limited warranty covering manufacturing defects under normal use. Except as required by law and as stated in that warranty, the service and device are provided “as is.”

Limitation of liability

To the extent permitted by law, Plum is not liable for indirect, incidental, or consequential damages, or for loss of data you did not back up. Nothing here limits liability that cannot be limited by law.

Changes & governing law

We may update these Terms; continued use means you accept the update. These Terms are governed by the laws of the State of Delaware, USA, without regard to conflict-of-laws rules. Mandatory consumer-protection laws of your country of residence still apply.

Contact

support@plum.im — Plum Networks Inc.