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.
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:
- Items cannot be returned if they are on sale or exhibit signs of wear or damage, such as stains, perfume scents, detergent residues, or physical damage. The return must take place within the 14-day return window from the item's delivery date.
- 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.
We provide the flexibility for you to choose your preferred courier for the return, and please note that we do not cover any return costs.
For our international customers, we offer a discounted DHL label, which can be accessed here: (https://web.global-e.com/returns/portal/oQHL)
Ensure you include your order number with the hashtag (#) before the numbers and use the same email used when placing your order.
Please be aware that all items undergo a quality check upon arrival, which may take up to five 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, but we offer exchanges for sale items. 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.
Exchanges:
We provide a Gift card for returning a full-price item, allowing you to make a new purchase without waiting for a refund. If the second item does not meet your expectations, a full refund is available upon its return.
To benefit from a 15% extra Store credit, your original item must be full price and meet all conditions listed above. Using the 15% bonus Store credit will make your purchase non-refundable in the future.
If your item is on sale and you wish to exchange it, store credit (without a bonus) is offered and cannot be refunded later. Refunds for sale items are not available under any circumstances, only store credit is given.
Returning a Faulty or Incorrect Item:
If you have received a faulty or incorrect item, please contact our customer support team for assistance.
Returns Beyond 14 Days:
Returns requested after the 14-day period will not be accepted and will be sent back to you. Additionally, you may be asked to cover the delivery costs.
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 will not be accepted, and you may be asked to cover the return costs. All items undergo inspection on return (up to five 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, giving you the freedom to choose your preferred courier. We do not cover any return costs, ensuring you have control over how your product is handled. 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.
