Return & Exchange Policy
1. Order Cancellation
You may request to cancel your order before it is shipped. Please contact customer service with your order number; we will confirm and reply whether the order can be cancelled and refunded.
Once the delivery status shows "Shipped", the order can no longer be cancelled. Please follow the return procedure after receiving the items.
2. Return Window
For items that meet the return conditions, please contact our customer service within 14 days of receipt.
Please provide your name, order number, contact number, item name and quantity, reason for return with photos, and whether the item has been opened.
Once approved, we will provide the return address. Please ship the items back within 3 days of our reply; requests past this period cannot be processed.
Customer service: cs@podl.global
3. Items Not Eligible for Return or Exchange
- More than 14 days from the date of receipt.
- Items that have been opened or used, or damaged, stained or scratched by the customer in a way that affects resale.
- Sale items and items redeemed with points or store credits.
- Items returned without prior approval from customer service.
- Items marked as non-returnable on this website.
4. Shipping Costs
- Defective or incorrect items: return shipping both ways is covered by us.
- Returns for personal reasons: return shipping both ways is borne by the customer.
- Refused or uncollected parcels: return shipping both ways is borne by the customer.
- Shipping fees already paid are non-refundable.
5. Refunds
Once the returned items are received and inspected, the refund will be issued to the original payment method within 15 working days. Processing times may vary depending on your bank or card issuer.
Amounts paid with points or store credits will be refunded as points or store credits.
6. Damaged or Incorrect Items
Please inspect your items upon receipt. If an item is defective, damaged or incorrect, contact customer service immediately with photos and we will arrange a replacement or refund.
Exchange requests due to product issues must be made within 30 days of receipt.
7. Other Terms
- Free gifts included in the order must be returned together. If not returned, their retail value will be deducted from the refund.
- For partial returns from a set or bundle offer, the retained items will be recalculated at their original price and the difference deducted from the refund.
- Discount codes and store credits applied to the order cannot be reissued after a refund.
- Our office address does not provide refund or exchange services. Please contact customer service first.
PO:DL HK reserves the right of final interpretation of this policy.
