At PodsXpress, we check every order before it leaves us, so you receive your products in perfect condition. In the rare case that something is not right, we fix it quickly. This policy explains when returns are accepted, what we need from you and what happens next. Refund details are in our Refund Policy.
In short
- Report a problem within 7 days of delivery
- For claims made more than 12 hours after delivery, an unboxing video is required
- We accept returns for manufacturing defects, leaking pods and delivery errors
- Refund or replacement is started within 24 hours of checking the returned item
What We Accept Returns For
- Manufacturing defects: products that arrive faulty or do not work as intended.
- Pod leakage: pods that are leaking on arrival.
- Delivery problems: a wrong item, an item damaged in transit, or a missing item.
Unboxing video: for any claim made more than 12 hours after delivery, a clear unboxing video is required as proof of the issue. We recommend filming the unboxing of every order: it is the fastest way to confirm a claim.
How Returns Work
- Contact us within 7 days of delivery on WhatsApp (+971 52 618 1244) with your order number, a description of the issue and photos (plus the unboxing video if it has been more than 12 hours).
- We arrange the return. In Dubai, Ajman and Sharjah our driver collects the item. From other emirates, please send it back by courier.
- We inspect the product to confirm the issue.
- Refund or replacement. Once confirmed, we start your refund within 24 hours, or send a replacement if you prefer.
What Is Not Eligible
- Claims made more than 7 days after delivery.
- Claims made more than 12 hours after delivery without an unboxing video.
- Products damaged by misuse, mishandling or normal use after delivery.
- Change-of-mind returns of opened or used products, for hygiene and safety reasons.
We Are Here to Help
Problems are rare, but if something does go wrong we are ready to solve it. Our team is available 24/7 on WhatsApp: send us a message and we will take care of you.
Start a Return or Ask a Question
Our team is available 24/7 and usually replies within minutes.
