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:
- 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 or damage/removal to the security ribbon. 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.
- Items must be sent with a courier who can track the item, and for the customers' protection, we recommend items are sent with a courier who will provide coverage for any lost items for the value of the return. On our returns portal, we provide the option for returns labels; the cost of this label is deducted from your refund. We highly recommend using our returns labels as we can track the parcel and provide you with updates.
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, 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:
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 now bonus, or buy later.
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, 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.
