Return window and eligibility

Email us within 30 calendar days after delivery to request a preference-based return. Items must be unused, in their original condition, and include their original packaging and supplied components. Inspection reasonably needed to assess a defect does not by itself invalidate a defect claim.

Personalized or made-to-order products may be excluded from preference-based returns only if clearly disclosed before purchase. Such exclusions do not apply to damaged, defective, incorrect, or materially misdescribed products. Sale items follow the same rules unless a lawful restriction was clearly stated before purchase.

How to request a return

Email service@pondppw.com with your order number, the item, and the reason for return. For an item issue, include photos or video where available. We will review your request and provide return instructions. Once approved, dispatch the return within 14 calendar days, or contact us if you need assistance.

Do not send a parcel without first contacting us. A return reference helps us identify the parcel; contacting us is not a requirement to waive rights that apply under law.

Return destination

Returns are sent to Hefei Ranrui E-Commerce Co., Ltd., Room 1402, Block B, Shangze Metropolis, No. 690 Lianhua Road, Lianhua Community, Economic and Technological Development Zone, Hefei City, Anhui Province, China. Contact phone: +86 15794975008.

The return destination is in China. Our instructions will explain parcel labeling and any documents needed for the return. Use a trackable service and retain your mailing receipt.

Who pays return shipping

For preference-based returns, the customer pays the actual return shipping cost to China. Costs vary by origin, weight, and carrier; request a quote from your carrier before mailing. We do not charge a restocking fee.

For damaged, defective, incorrect, or materially misdescribed items, we provide an appropriate replacement, refund, or return solution at no additional cost. If a return is required for such an issue, we arrange prepaid shipping or agree to reimburse a reasonable return shipping cost before dispatch.

Refund amount and timing

After receiving and inspecting an eligible return, we notify you of the outcome. Approved refunds are issued to the original payment method within 5–10 business days after receipt and inspection. If no return is required, we issue the approved refund within 5–10 business days of approval. Your bank or payment provider may take additional time to post the credit.

For preference-based returns, we refund the returned item’s purchase price and applicable tax; original shipping charges are not refunded unless required by law. For our error or a product defect, we refund the affected item and applicable tax and shipping charges, or provide the agreed replacement. If an entire order is refunded because of our error, original shipping charges are refunded as well.

If a refund has not appeared after the processing period and your provider’s posting time, contact us for assistance.

Cancellations and exchanges

Request cancellation or an order change as soon as possible. We can cancel without a fee if the order has not entered fulfillment. If fulfillment or dispatch has begun, we will check whether the shipment can be stopped; otherwise our return process applies after delivery. Approved cancellation refunds are issued within 5–10 business days.

For a different item, request an eligible return and place a new order, unless support agrees to an exchange.

Consumer rights

This policy does not limit statutory rights or remedies that apply to your purchase, including mandatory withdrawal rights where applicable. Contact us about an issue even if it arises outside the voluntary return window.