This Refund Policy explains how PodsXpress handles refunds once a return or order issue has been approved. It works together with our Returns Policy: a return must be accepted before a refund is made.
In short
- Approved refunds for defects, leaking pods or delivery errors are started within 24 hours of receiving and checking the item
- Card payments are refunded to the same card; cash and bank transfer orders are refunded by bank transfer
- Cancel any time before dispatch for a full refund
When You Are Entitled to a Refund
You can get a refund when a return is approved under our Returns Policy, including:
- A product with a confirmed manufacturing defect.
- Pod leakage reported within the 7-day return window.
- A wrong, missing or damaged item caused by us or in transit.
- An order cancelled before dispatch (see Order Cancellations below).
How Refunds Are Paid
- Card on delivery (card, Apple Pay, Google Pay): refunded to the same card or account. After we start the refund, your bank usually takes 5–10 business days to show it.
- Cash on delivery: refunded by bank transfer, or another method we agree with you on WhatsApp, because no card was charged.
- Bank transfer: refunded to the account you paid from, usually within 1–3 business days.
Refund Timeline
- Return received: we collect it (Dubai, Ajman, Sharjah) or you send it by courier (other emirates).
- Inspection: we check the item against your claim.
- Refund started within 24 hours of a successful check.
- Money arrives: 1–3 business days for bank transfers, 5–10 business days for cards.
Full and Partial Refunds
- Full refund: when the whole order is faulty, wrong or not delivered.
- Partial refund: when only some items in an order are affected; the other items are charged as normal.
- Replacement instead: if you prefer, we send a replacement of the same product at no extra cost.
Order Cancellations
You can cancel an order any time before it is dispatched for a full refund: just message us on WhatsApp. Once an order is out for delivery, any problem on arrival is handled under our Returns Policy.
Not refundable: opened or used products returned for change of mind (hygiene and safety), claims after the 7-day return window, and claims made more than 12 hours after delivery without an unboxing video.
Request a Refund or Ask a Question
Our team is available 24/7 and usually replies within minutes.
