Return Policy

At Podur, we aim to make your shopping experience as convenient and transparent as possible. Please review our return policy below to ensure a smooth and fair process.

You can create your return and returns label here: https://returnsportal.shop/podur

Returning an Unwanted Item:

We understand that sometimes a purchase may not meet your expectations. To accommodate this, we offer a generous 14-day return window starting from the item's delivery date. This allows you to receive a full refund if the item meets our policy requirements. Here are the key conditions for a refund to the original payment method:

- No Exceptions: Items with the security ribbon removed, damaged, or tampered with will not be accepted under any circumstances. If the ribbon is off, we will not issue a refund

- Items should be sent back within 5 working days of request approval in their original, resalable condition, using the original packaging to prevent damage during transit.

- All returns must be processed exclusively through our returns portal. You cannot use your own courier — only the tracked label generated via our portal is accepted. For European returns, you can choose between UPS and FedEx. For Australia, UPS is available, and for all other countries, only FedEx is offered. Customers are responsible for the cost of the return label.

- Returned items may take 3–7 working days to be delivered to our warehouse.

Please be aware that all items undergo a quality check upon arrival, which may take up to ten working days. Your patience during this process is greatly appreciated.

Refunds:

We allow customers to submit for a full refund to their original payment method, provided the item is returned undamaged, unworn, and in its original, resalable condition. Sale items are not eligible for refunds. However, purchases made during the sale are eligible exclusively for returns in the form of store credit. Please refer to the exchanges section for more details.

Non-sale items that are purchased and later exchanged via store credit (without a bonus) can be eligible for a refund to the original payment method if they meet the required conditions.

Store Credits & Gift Cards:

Starting 17/11/2025, all newly issued credit notes and gift cards will be valid for 1 year from the date of issue. Any previously issued credit notes and gift cards remain valid with no expiration.

Exchange Options: Standard exchanges are processed once the original item is received at our warehouse.

Our new returns portal (https://returnsportal.shop/podur) allows for direct exchanges for items you are interested in.

You can also choose store credit to buy with bonus now, or buy later.

Instant Exchanges:

To make exchanges as fast as possible, we now offer Instant Exchanges through our returns portal.
Here’s how it works:

Select “Instant Exchange” during your return request.
Your new item will be dispatched immediately once your exchange order is placed — no need to wait until your return arrives.
We will place a hold (authorization) on your account for the value of the exchange item, but we will not charge you at this stage.
If we do not receive your return within 14 days, the held amount will be charged.

This option allows you to get your new item as quickly as possible, which is why we highly recommend choosing Instant Exchanges.

Returning a Faulty or Incorrect Item:

If you have received a faulty or incorrect item, please contact our customer support team for assistance. They will direct you to the returns portal to submit a claim.

Returns Beyond 14 Days:

Returns requested after the 14-day period will not be accepted. Any returns sent to us after this period will be sent back, with you requiring to cover returns postage back.

Maintaining Original Condition:

We maintain the highest quality standards for our products and customer service. Therefore, we do not accept returns with signs of damage or wear. This policy ensures the safety and hygiene of all our customers. We understand that trying on a product is necessary, but please do not wear it beyond trying it on briefly, as extended wear may lead to the rejection of your return.

Items returned with signs of wear, damage, or removed tags and security ribbon will not be accepted, and you may be asked to cover the return costs. All items undergo inspection on return (up to ten working days). To accept a return, items must be unworn/unused and in the same condition as when received, including the original packaging with all tags and labels attached.

Responsibility and Transparency:

Returned items are your responsibility until they reach us. The customer is responsible for all associated return costs. We do not cover any return costs. Please keep your tracking number in case your parcel does not arrive as expected and include your order number within the package to expedite the return process. Packages without an order number are subject to rejection.

Staying Fair:

We are committed to providing fair and reliable service. Accounts suspected of fraudulent behavior, misuse, or unfair practices may be blocked. Any unusual patterns of purchases and refunds may lead to an investigation, including false claims of undelivered packages and beyond.