Returns Policy

Every piece bought on pod is sold by pod in its own name, so returns are handled by pod. This is an English translation of the Chinese version; if the two differ, the Chinese version prevails.

Return window: 7 days from the sale date
Minimum for batch-made pieces: at least 5 more days after delivery, whichever is later
How: Activity → “Your orders” → the order → “Request a return”
Refunds: cash back to the original payment method; the part paid with P back as P
Shipping: refunded in full if not yet shipped, half if in transit, not refunded once delivered
Intimate apparel and customised pieces: no returns unless faulty (faulty or wrong items are handled as usual)

The full rules are below; shipping and other purchase rules are also in the Terms of Service.

1 · Seven-day return window

You may request a return or exchange for an order within 7 days of the sale date.

2 · Delivery minimum for batch-made pieces

Batch-made pieces (pieces made to order by a partner workshop, with longer lead times) get an extra minimum: at least 5 more days after delivery. Your return window is whichever is later of “7 days from the sale date” and “5 more days after delivery”.

Why the minimum is needed: made-to-order lead times are commonly 2–4 weeks. Counting only from the sale date could mean “the window has already closed by the time the piece arrives” — the minimum leaves you time to inspect the piece and decide after you receive it. In-stock pieces do not get this minimum and keep 7 days from the sale date.

3 · How to request

Activity → “Your orders” → open that order → under “Returns”, tap “Request a return”. The app asks you once more before sending; pod checks the return window and replies in the same place. Once the return window has closed, that spot shows “Contact pod” instead, for case-by-case handling under section 4.

After you send a request, pod confirms with you through pod care how the return or exchange will be handled, and tells you where and how to send the piece back.

4 · Case-by-case handling outside the window

After the return window closes, you can still contact pod care in the app (Activity → envelope → pod care) or email info@po-od.com for case-by-case handling; the platform keeps discretion in each case.

5 · How and when refunds are made

Cash part: returned to the original payment method (card refund). The price of the piece is refunded in full.
The part paid with P: returned as P.
Shipping: depends on where the delivery is when the refund is made — refunded in full if the piece has not been shipped; half if it has been shipped and is in transit; not refunded once delivered (the shipping has actually been used). Pick-up has no shipping fee.
When the money arrives depends on the card issuer and payment provider; the platform does not promise a fixed number of days.

How this relates to P rewards: the early-supporter rewards that a sale brings take effect only after that sale’s return window closes, so a refund within the window never creates a reward that had already taken effect and would have to be taken back.

6 · Categories that cannot be returned

The following two kinds of piece cannot be returned or exchanged unless they are faulty or we sent the wrong item:

Intimate apparel — clothing worn directly against the skin, such as underwear, swimwear and socks. This is for hygiene reasons.
Customised pieces — pieces made individually for you, or altered to a size or specification you asked for.

If a piece in either category is faulty or the wrong item was sent, it is handled under sections 1–5 like any other piece (same window, same way to request, same refunds). For a return request on either kind, pod checks each piece and replies to you in the same place.

7 · Condition of returned pieces

Please send pieces back in the condition you received them; if a piece shows obvious signs of wear, washing or damage caused by people, pod will contact you and handle it case by case.

Holding a seat and seat deposits are not currently offered (see section 6 of the Terms of Service).