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
Products that have been assembled may still be considered for return if they are carefully disassembled, returned with the original packaging whenever possible, and meet resale condition requirements.
How to Request a Return
To request a return, email support@pondet.com within 30 days after delivery.
Please include:
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Your order number
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The email address used to place the order
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The reason for the return
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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.
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.
A restocking fee of up to 15% may apply to certain non-defective returns requiring inspection, repackaging, or resale preparation.
Oversized furniture returns may require freight transportation. Applicable return freight costs will vary based on product dimensions, weight, return location, and carrier charges. Any applicable costs will be confirmed before the return shipment is arranged.
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:
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Your order number;
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A description of the issue;
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Clear photos or video showing the issue; and
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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:
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 processing, funds are normally returned to the original payment method within 3–5 business days, 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.
Damage or Defects Within 30 Days
Products received damaged, defective, incomplete, or incorrect within 30 days after delivery will be handled under our Return & Refund Policy.
Available resolutions may include:
- Replacement;
- Replacement parts;
- Refund.
Warranty Claims After 30 Days
After the 30-day return period, eligible defects may be handled under our One-Year Limited Warranty.
For warranty assistance, contact support@pondet.com.
Return Address
Approved returns must be shipped to our designated return facility.
Return location: Jurupa Valley, CA 91752
This location is our designated U.S. return facility for approved returns. Customers will receive complete return instructions after their return request is approved.
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.
Customer Support
Email: support@pondet.com
Customer inquiries are reviewed during business days.
