Refund policy

Returns

We offer returns for a refund within 30 days after you receive your order.

We do not offer direct exchanges. If you need another size, colour or product, please return your item and place a new order.

Returned products must be unworn, unwashed, neatly folded and returned in their original packaging with all tags and hygiene protection intact. For hygiene reasons, products that have been worn, washed, stained, damaged, altered, or returned without original packaging, tags or hygiene protection may be refused or refunded only partially, where permitted by applicable law.

How to return

All returns must be registered through our return portal. Return label fees apply (except for Denmark).

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 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 are 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	No import duties or customs fees apply to AUS orders below the value of AUD 1,000.
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.