Return portal
All returns must be registered through our return portal.
Once your return has been registered and approved, POND will provide a return shipping label. Returns must be sent using the POND return label provided through the return portal.
To start your return, please visit the relevant return portal:
DK Return Portal
US Return Portal
EU Return Portal
UK Return Portal
Rest of World Return Portal
Returns sent without using our return portal or without the POND return label may be refused, delayed or returned to the sender.
Please ship your return parcel within 7 days after receiving the return label, as the label may expire after that.
Return label fees
A return label fee will be deducted from your refund to cover the return shipping label.
|
Market / region |
Return label fee |
|
Denmark |
Free of charge |
|
EU / UK |
€15 |
|
US |
€20 |
|
Rest of world |
€20 |
The return label fee is charged in the applicable local currency equivalent where relevant.
Refund of original shipping fee
Original shipping fees are handled differently depending on the delivery country.
|
Market / region |
Refund of original shipping fee |
|
Denmark |
Original shipping fees are always refunded. |
|
EU |
Original shipping fees are always refunded. |
|
UK |
Original shipping fees are always refunded. |
|
Norway |
Original shipping fees are always refunded. |
|
US |
Original shipping fees are not refunded. |
|
Australia |
Original shipping fees are not refunded. |
|
Switzerland |
Original shipping fees are not refunded. |
|
Rest of world |
Original shipping fees are not refunded. |
For Denmark, EU, UK and Norway, this applies to the original shipping fee paid at checkout. Return label fees may still apply as stated above.
Refund of duties, taxes and customs fees
For orders shipped DDP, import duties, import taxes, customs fees and carrier clearance fees may be prepaid at checkout. These charges are paid to customs authorities and/or carriers.
|
Market / region |
Refund of duties, taxes and customs fees |
|
Denmark |
No import duties or customs fees apply to Danish orders. VAT is included in the product price and will be refunded as part of the eligible product refund. |
|
EU |
No import duties or customs fees apply to EU orders shipped from Denmark. VAT is included in the product price and will be refunded as part of the eligible product refund. |
|
UK |
No import duties or customs fees apply to UK orders. VAT included in the product price will be refunded as part of the eligible product refund. |
|
US |
Prepaid duties, taxes, customs fees and carrier clearance fees are not refunded by POND and will be deducted from the refund amount. |
|
Australia |
Prepaid duties, taxes, customs fees and carrier clearance fees are not refunded by POND and will be deducted from the refund amount. |
|
Norway |
Prepaid duties, import taxes, customs fees and carrier clearance fees are not refunded by POND and will be deducted from the refund amount. |
|
Switzerland |
Prepaid duties, import taxes, customs fees and carrier clearance fees are not refunded by POND and will be deducted from the refund amount. |
|
Rest of world |
Prepaid duties, import taxes, customs fees and carrier clearance fees are not refunded by POND and will be deducted from the refund amount. |
Refunds
Once we have received and inspected your return, we will refund the eligible amount to the original payment method.
The refund amount will be the price paid for the returned product, plus any refundable original shipping fee, less any applicable return label fee, non-refundable original shipping fee, and non-refundable duties, taxes, customs fees or carrier clearance fees.
Refunds may take several business days to appear on your account, depending on your payment provider.
Faulty or incorrect items
If you have received a faulty or incorrect item, please contact us before registering a return. In these cases, we will handle the return in accordance with applicable consumer law.
