USDAfter-sales Service Policy
At PODpartner, all products are uniquely made to order. Therefore, we generally do not support returns or exchanges if you or your customer ordered the wrong size/color or provided incorrect shipping details. You are responsible for capturing the correct information from your customers.
However, there are specific circumstances where you may be eligible for a refund or resend. How we handle your request is determined by your order status and the reason for the refund/resend.
Situations Eligible for Refund/Resend
Order Not Yet Sent to Production: If your order hasn't yet entered production, you can directly cancel it on the Order Details page for an immediate, full refund (the payment processing fees will be borne by you or your customer).
Order In Production, Production Completed, or Qualified (before shipping): If your order status is "In Production", "Production completed", or "Qualified", we will deduct the cost of the products and refund you the remaining amount.
Defective or Wrong Item (After Shipping): We accept refunds or resend if you receive a defective or wrong item after your order has been delivered.
Prolonged Non-Delivery Due to Logistics Issues: If the customer's address is correct, but the package hasn't been delivered for an extended period due to issues with the logistics provider, you may apply for a refund/resend and delay compensation. For specific rules, please refer to our Delay Compensation Policy page.
Note:
If you or your customer provide incorrect/incomplete addresses and the logistics provider offers redelivery without the package being lost, you may choose redelivery. Additionally, you're responsible for all storage, handling, and redelivery costs.
To report a defective or incorrect item: You must contact our customer service within 30 days of delivery (before your order status turns "Complete"). Please provide your order ID number and clear pictures or videos of the issue to our official email address: service@podpartner.com. After verification, our customer service team will apply the appropriate after-sales policy.
Liability Exemption Situations for Refund/Resend
We do not provide a refund/resend in the following situations:
Incorrect Recipient Information: If the recipient information provided by you or your customer (e.g., inaccurate name, phone number, or address) is incorrect.
Customer Refusal to Cooperate with Customs: If the recipient fails to cooperate with customs clearance in a timely manner (exceeding the local customs' prescribed response time).
Refusal to Pay Customs Duties/Taxes: Due to current shipping limitations in certain Southeast Asian countries (including but not limited to Thailand, Vietnam, Singapore, Malaysia, Indonesia, Philippines), DDP (Delivered Duty Paid) is not supported. Additional charges such as customs duties/VAT, customs clearance document processing fees, and customs inspection detention fees may apply. If you or your customer refuses to pay these taxes or fails to provide necessary customs clearance documents, leading to the goods being confiscated/destroyed by customs, additional port demurrage fees, or fines from the logistics provider, PODpartner bears no responsibility and will not offer refunds or re-delivery services.
Refusal of Delivery: If the recipient refuses to accept the delivery, ownership of the goods is automatically forfeited. We will not provide refunds or re-delivery services. Any resulting return storage fees or taxes will be borne by the you or your customer.
Force Majeure: Situations beyond our reasonable control, such as natural disasters, war, or epidemic control measures.
Special Notices
This policy is an integral part of the order contract. By placing an order, you are deemed to agree to this policy.