Effective Date: 24.08.24
Last Updated: 17.06.25
At Pods Dubai, we strive to provide a seamless online shopping experience with fast and reliable delivery services across the UAE. Below, you’ll find details about our delivery and return policies.
Delivery Policy
1. Delivery Areas and Timeframes
1.1 1-Hour Delivery
We offer a 1-hour delivery service for customers located in:
- Dubai
- Ajman
- Sharjah
1.2 12-Hour Delivery
For customers in other areas of the UAE, we offer a 12-hour delivery service. This service covers:
- Abu Dhabi
- Ras al Khaimah
- Al Ain
- Fujairah
- Umm Al Quwain
- Any other location within the UAE
1.3 Delivery Process
- Order Confirmation: Once you place an order, you will receive a confirmation email with your order details.
- Dispatch Notification: After your order is processed, you will receive a dispatch notification with an estimated delivery time.
- Delivery: Our delivery team will ensure that your order reaches you within the promised timeframe. For 1-hour deliveries, please be available to receive your order during the specified time slot.
1.4 Delivery Charges
- Dubai, Ajman, Sharjah: Delivery is free for orders above 200 AED. For orders below this amount, a delivery fee of 30 AED applies.
- Other UAE Areas: Delivery charges may vary based on your location and the size of your order. The exact delivery fee will be displayed at checkout.
1.5 Delivery Issues
If you experience any issues with your delivery, such as delays or incorrect items, please contact our customer service team at info@podsxpress.ae. We are committed to resolving any issues promptly.
Return Policy
2. Eligibility for Returns
2.1 Conditions for Returns
You may return products purchased from Pods Dubai under the following conditions:
- The item must be unused, unopened, and in its original packaging.
- The return request must be made within 7 days of delivery.
- Certain items, such as consumable products (e-liquids, pods, etc.), may not be eligible for return due to health and safety regulations.
2.2 Non-Returnable Items
We cannot accept returns for the following:
- Opened or used items
- Items not in their original condition
- Items damaged due to misuse or mishandling
- Clearance or sale items (unless they are defective)
3. Return Process
3.1 Requesting a Return
To initiate a return, please contact our customer service team at info@podsxpress.ae with your order number, the item(s) you wish to return, and the reason for the return.
3.2 Return Authorization
Once your return request is approved, we will provide you with a Return Authorization Number (RAN) and instructions on how to return the item(s).
3.3 Returning the Item
- Pack the item securely in its original packaging.
- Include a copy of the original invoice and the RAN provided.
- Send the package to the address provided in the return instructions.
3.4 Return Shipping Costs
- Defective or Incorrect Items: If you received a defective or incorrect item, we will cover the return shipping costs.
- Other Returns: For all other returns, you will be responsible for the return shipping costs.
4. Refunds
4.1 Refund Process
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
4.2 Refund Approval
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 3 days.
- If the return is due to our error (e.g., you received an incorrect or defective item), we will also refund the original shipping costs.
4.3 Partial Refunds
In some cases, only partial refunds are granted, such as:
- Items with obvious signs of use
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error
5. Exchanges
5.1 Exchange Process
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at info@podsxpress.ae to arrange an exchange.
6. Canceling Orders
6.1 Order Cancellation
You can cancel your order before it is dispatched. If you wish to cancel an order, please contact us as soon as possible at info@podsxpress.ae. Once an order has been dispatched, it cannot be canceled, and you will need to follow the return process outlined above.
7. Contact Information
If you have any questions about our Delivery and Return Policy, please contact us:
- Email: info@podsxpress.ae
- Website: https://podsxpress.ae/