Returns & Refunds

PONDET is operated by PONDET LIMITED. We want our return and refund process to be clear and straightforward.
Please review the following policy before requesting a return.

30-Day Return Window

Customers may request an eligible return within 30 days after receiving the product.
To begin a return request, contact us at:
support@pondet.com
Your return request must be submitted within the 30-day return window.
Do not send a product to any address without first receiving return authorization and return instructions from PONDET. Returns sent without prior authorization may not be accepted.

Return Eligibility

To qualify for a non-defective return:
  • The return request must be submitted within 30 days after delivery.
  • The product must be unused.
  • The product must be unassembled.
  • The product must be returned in its original packaging.
  • The customer must contact PONDET and receive return authorization before sending the product back.
Products that have been used or assembled are not eligible for a non-defective return.

How to Request a Return

To request a return, email support@pondet.com within 30 days after delivery.
Please include:
  • Your order number
  • The email address used to place the order
  • The reason for the return
  • Photos or video, if relevant to the request
Our customer support team reviews requests on business days.
After your request has been reviewed and approved, we will provide the applicable return instructions.

Return Shipping Costs

For eligible returns that are not related to a verified product defect, shipping damage, missing item, or fulfillment error, the customer is responsible for the cost of return shipping.
PONDET does not charge a restocking fee for eligible returns.
Standard outbound shipping to the 48 contiguous United States is provided free of charge. Therefore, there is no original standard shipping charge to refund.
Return shipping costs for a non-defective return are the responsibility of the customer.

Damaged, Defective, Missing, Lost in Transit, or Incorrect Items

If your order arrives damaged, defective, incomplete, or incorrect, or if a package is confirmed as lost in transit, please contact us at support@pondet.com.
For damaged, defective, incomplete, or incorrect items, please provide:
  • Your order number;
  • A description of the issue;
  • Clear photos or video showing the issue; and
  • Photos of the shipping carton and packaging, where relevant.
For packages that may be lost in transit, please provide your order number and available tracking information.
After reviewing and verifying the issue, PONDET will determine the appropriate resolution based on the circumstances.
The resolution may include:
  • Replacement parts;
  • A replacement item or shipment; or
  • A refund.
For verified product defects, shipping damage, missing items, fulfillment errors, or packages confirmed as lost in transit, the customer will not be responsible for return shipping or replacement shipping costs.
If PONDET requires an affected product to be returned as part of an approved claim, PONDET will provide the applicable return instructions and cover the required return shipping cost.

Refunds

For an eligible return that has been approved, the refundable amount will be issued to the original payment method in accordance with this policy.
Once a refund has been approved, PONDET will process the refund to the original payment method within 1–3 business days. After the refund has been processed, additional time may be required for the funds to appear in your account, depending on your bank, card issuer, or payment provider. PONDET does not control the processing time of your financial institution.

Refund Notification

Once an approved refund has been initiated, we will notify you using the email address associated with your order.

One-Year Limited Warranty

PONDET provides a one-year limited warranty on all covered products and components, subject to the terms, exclusions, and claim procedures described in our Warranty Policy.
Warranty claims are separate from standard returns made under the 30-day return window.
After the 30-day return window, eligible defects in materials or workmanship may be covered for the remainder of the applicable one-year warranty period.
For warranty assistance, contact support@pondet.com.

Return Address

PONDET does not publish a general return address.
Do not send a product to a warehouse, office, or any other address without first contacting support@pondet.com and receiving return authorization and the correct return instructions.
Unauthorized returns may not be accepted.

Contact Us

For questions about returns or refunds, please contact:
PONDET Operated by PONDET LIMITED Email: support@pondet.com
Customer inquiries are reviewed on business days.