Refund policy

We want you to be completely satisfied with your purchase from Ponder Pine. If for any reason you are not satisfied, we offer a straightforward return policy. Please read the following guidelines to understand the terms and conditions regarding returns:

  1. Eligibility: To be eligible for a return, the product must be in its original condition, unused, and in the same condition as when you received it. It should be free from any signs of wear, damage, or alteration. Please ensure that all tags, labels, and packaging materials are intact and included with the returned item.

  2. Return Timeframe: Returns are accepted within 30 days from the date of purchase. The return period begins from the day you received the product. After 30 days, unfortunately, we cannot offer you a refund or exchange.

  3. Return Process: To initiate a return, please follow these steps: a. Contact our customer support team to notify them of your intention to return the item. You can reach us through helloponderpine@gmail.com. b. Provide the order number and relevant details regarding the item you wish to return. c. Our customer support team will guide you through the return process and provide you with a return authorization or label, if applicable. d. Carefully package the item in its original packaging to prevent any damage during transit. e. Ship the package back to us using a reliable shipping service with tracking capability. Please note that return shipping costs are the responsibility of the customer, unless the return is due to a defect or an error on our part in which case you will be provided a shipping label via email.

  4. Refund or Exchange: Once we receive your returned item and verify its condition, we will process your refund or exchange. Refunds will be issued in the original form of payment used for the purchase. Please allow a reasonable processing time for the refund to be reflected in your account.

  5. Non-Returnable Items: Certain items are non-returnable for hygiene or safety reasons, such as personal care products or perishable goods. Additionally, any customized or personalized items cannot be returned unless they are defective or damaged upon receipt.

  6. Damaged or Defective Items: If you receive a damaged or defective item, please contact our customer support team immediately. We will arrange for a return or exchange at no additional cost to you. Please provide photographs or detailed descriptions of the damage or defect to assist us in resolving the issue promptly.

  7. Return Shipping Address: Please contact our customer support team to obtain the correct return shipping address. This address may vary depending on your location and the nature of the return.

  8. Communication and Updates: Throughout the return process, we will keep you informed via email regarding the status of your return, including confirmation of receipt and the progress of your refund or exchange.

Please note that this return policy is subject to change without prior notice. We recommend reviewing our policy periodically or contacting our customer support team for the most up-to-date information.

If you have any further questions or concerns about our return policy, please don't hesitate to contact our customer support team. We are here to assist you and ensure a smooth return experience with Ponder Pine.