Our refund policy lasts 30 days, covering you against defective items (as defined below) or items damaged in transit. It is important to notify us of any issues within the first 30 days of receiving your package or if you think your package has been lost in transit. The team will ensure your issue is solved as a matter of urgency.
The product is classified as faulty if they are received in a non-working or defective condition.
Please note that the product will not be classified as faulty if it meets the following conditions:
- the buyer or any unauthorized person has altered, damaged, or mishandled the product
- damages incurred as a result of wear and tear
- product has been used in contrary to the manufacturer's instructions
If the product is deemed faulty, you may be entitled to a replacement. We may request for a photo or video to document the claim.
Replacements are subject to availability. You will only receive a refund if a replacement is not available.
Please contact us within 14 days of receiving your package so we can resolve this for you at the soonest possible time.
Returns & Exchanges
For returns that are due to the buyer's preference (like choosing the wrong product or color), an exchange or replacement will be allowed.
Please note that the product must be unopened, unused, and be in its original packaging.
The cost of the new item must be equal to or more than the cost of the item/s in the original order. Should the buyer choose an item with a lesser amount, the balance will not be refunded.
If the new item costs more than the item in the original order, the excess amount will be charged to the buyer.
Refunds will not be granted if your order is in transit.
Customs Fees and Duties
An order may or may not be subject to customs duty, taxes, and other import fees, as this would depend on the mandate of the buyer's home country.
All customs fees and duties will be the responsibility of the buyer. It is not refundable and not reimbursable.
ProPods is not responsible for lost or stolen packages unless you have purchased with express & insured shipping.
Please allow some time for us to coordinate with your respective courier to confirm the lost claim. The courier will open an investigation - once we receive documentation that it is lost, we will send a replacement at our cost.
Important: Refunds are not applicable to stolen packages. We will send a replacement. If a replacement is not available, only then will the order be refunded.
For standard shipping:
If your tracking information states that your package was delivered to your address and you have not received it, please report it to your respective shipping carrier at the information provided to you on our Tracking Page.
If you have any further questions on how to do this, please contact our customer support team at firstname.lastname@example.org
Shipping and insurances costs are non-refundable. If your package is lost or stolen, the insurance cost covers the amount of the items in your order.
If the product is faulty and a replacement is not available, then the amount of the item/s may be refunded, excluding any shipping and insurance fees (if applicable).