Return Policy
Thank you for choosing [Pond Tale] (Website: pondtale.com)! If you are not satisfied with the product, you may apply for return and refund in accordance with the following policy. The core terms are as follows:
I. Basic Return Conditions
- Time Limit: Applications for returns must be submitted within 30 calendar days of receiving the product (for cross-border orders, the time starts from the "delivered" status). Negotiation is required if the time limit is exceeded.
- Product Requirements: The product must be in unused, brand-new condition with intact original packaging, tags/hangtags, and accessories. Returns will not be accepted for products damaged due to personal reasons or issues arising from cross-border customs clearance.
- Required Documents: When applying for a return, you need to provide "order number + product photos (including close-ups of problems) + delivery confirmation record" and send them to business@pondtale.com. Do not ship the product back until you receive a reply from customer service.
II. Products Not Eligible for Non-Reason Returns
- Personalized customized samples are not eligible for return.
III. Return Process
- Shipment Return: After your return application is approved, ship the product back via regular courier within 3 days (freight collect or expedited shipping is not accepted; for cross-border orders, use trackable logistics such as DHL) according to the address provided in the email/in-site message. You shall bear the return shipping cost and must note the courier tracking number in the order.
- Quality Inspection & Refund:
- Domestic Orders: Quality inspection will be completed within 3-5 days after receiving the returned product. If qualified, the refund will be processed within 1-3 days (only the product amount will be refunded, excluding return shipping costs);
- Cross-Border Orders: The product must first arrive at the transit warehouse, and the refund will be processed within 7-10 days (excluding international shipping/customs clearance fees);
- Unqualified Products: The return application will be rejected, and you shall bear the cost of shipping the product back.
IV. Refund & Special Cases
- Refund Timeframe: 3-7 days for bank cards (additional 3 days for international cards), 1-3 days for PayPal and other third-party payment platforms. Expired coupons will not be reissued, and points will be returned to your account.
- Special Handling:
- Incorrect/Missing Items: Provide relevant documents within 48 hours of receipt (72 hours for cross-border orders), and we will send the correct items for free;
- Product Quality Issues: Provide relevant documents within 7 days of receipt (10 days for cross-border orders), confirm via customer service email, and ship the product back in accordance with the email instructions only after obtaining customer service approval;
- System/Logistics Issues: The return period will be extended by 15 days, and we will bear the relevant shipping costs.
V. Others
- Customer Service: Email: business@pondtale.com (Monday-Friday, 9:00-18:00); In-site Message (real-time response on workdays, within 24 hours on non-workdays);
- Applicability: This policy only applies to purchases made directly on this independent website. Orders from third-party platforms shall follow the rules of the respective platforms;
- Policy Updates: Updates to this policy will be announced on the homepage. Effective Date: September 9, 2025
