What should I do if I want to return the order and get refunded? Contact us first within 7 days after receipt. Please tell us your order number, and include pictures of the items you would like to return（Please send your request to: firstname.lastname@example.org). We will process your request within 7 working days. Once your return/refund request is confirmed, please send the items back in their original packages with them intact. Any unconfirmed return will not be accepted by the warehouse. Also please make sure the items to be returned are unused, unworn, and unwashed. We would not accept if the items are worn, stained, damaged, or altered. Please indicate your bank account details to receive the refund. Your money will be returned to the original account in the currency you originally paid. Please note that we do not provide freight to collect (FTC) service to return the package, the return shipping cost will be at your own expense. According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the return policy may not be provided for:
- goods that are made to the consumer's specifications or are clearly personalized;
- sealed goods which were unsealed after delivery due to health protection or hygiene reasons. Therefore, HugePOD reserves the right to refuse returns at its sole discretion.
Can any items ordered from your website be returned? Our return policy is applicable for most items, but there are a few exceptions. Those listed below can not be returned:
- Tights, underwear, pajamas, swimsuits, socks, masks, and other items due to hygiene consideration
- Sample items
- Deliberately damaged items
- Items exceeding the 7-day period from the date of receipt
- Print-on-demand items printed based on your design, or items produced by following your tech packs, but you subjectively claim that they are not what you order, or you do not like them
- Items of delayed delivery due to misinformation provided, regarding the recipient phone number or shipping address
Can I ask for a refund after placing an order, but I haven't received my package yet? Please contact our customer service before the order cut-off time(10:00 AM Beijing time every day) to submit your refund request. However, it is not possible for requests submitted beyond the order cut-off time. Since your order would be already passed to the production phase. If you insist on a refund beyond the order cut-off time, we have to deduct 50% of the total amount as the producing cost. If the order is completed but it's not shipped yet, we can refund shipping fee only. We sincerely hope you understand.
Can I ask for a refund if my order has not been shipped on time? We promise to complete the product within 3-7 working days, and we will ship your package no later than the 8th working day (calculated from the date you paid the order). We promise to complete the bulk production within 7-15 working days, and we will ship your package no later than the 16th working day (calculated from the date you paid the order). By the end of the 7th and 16th working days, if you have not received any logistics or shipping information, we will refund you a maximum of 10% of your original commodity price as compensation. *Notice: In the 2 cases above, if the shipment is delayed due to certain changes on your side (design modification, additional design requirements, wrong address, etc.), any refund is not applicable. Thank you for your understanding. The final interpretation of this clause belongs to HugePOD.
How long do I submit a claim for a return or exchange? Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product is received. For packages lost in transit, all claims must be submitted no more than 7 days after the estimated delivery date.
What if the product is damaged in the mail? If something arrives damaged, please send a photo of the damaged goods to our customer service at email@example.com. We will check and follow up on the issue.