Refund policy

Returns

  • All Sales Are Final: Once your order is confirmed and processed, all sales are final. No returns will be accepted, including for change of mind, incorrect selection, or other personal preferences.


Damages and issues

  • Unopened Items: If an item is received in damaged condition and remains unopened, you may be eligible to initiate an insurance claim. Please contact us immediately after delivery.
  • Lost or Undelivered Items: If an item is lost or not delivered within the expected delivery timeframe, it may be subject to an insurance claim process. Please note that claims can only be processed after the scheduled delivery window has passed.
  • Insurance Process: Insurance claims will be handled according to the delivery provider's policies. We will assist in the claims process but cannot guarantee reimbursement.


Chargebacks and Botting

  • Legal Action and Shop Ban: Chargebacks on confirmed orders will be prosecuted as far as the law permits. Unauthorized chargebacks or fraudulent activities will be immediately prosecuted. Customers who start chargebacks will also be permanently prohibited from making any more purchases from our store.
  • Botting: If you are suspected of using a bot or bypassing limits placed on products, your orders may be canceled with an incurred fee on top of the already 10% restocking fee, and banned from future purchases.
  • Duplicate Orders: We have the right for cancel any duplicate orders on products that have limits. All cancelled orders will incur in a 10% restocking fee.

 

Preorders

  • Cancellation Policy For Preorder Items: All pre-orders for high-demand items are final. Pre-orders can be cancelled up to 5 business days before release.
  • Shipping: All pre-orders will ship on the scheduled release day (or sooner) unless otherwise noted. Any products combined in an order will ship together when all products become available. Please separate your orders if you would like certain items sooner.
  • Cancellation Fee: All cancelled orders will apply a 10% cancellation fee on all orders to cover costs and fees.

You can always contact us for any questions at thepondxshop@gmail.com.