Returns & Refunds Policy

Effective Date: January 2025
Last Updated: January 2025

At Podlora, your satisfaction is our top priority. Every product is made to order with care and attention to detail, and we stand behind the quality of our craftsmanship. If something doesn’t meet your expectations, we’re here to make it right.

This policy explains our return, refund, and exchange procedures to ensure a fair and transparent process for all customers.

1. Return Eligibility

Eligible Returns (Within 30 Days)

We accept return or refund requests within 30 days of delivery if:

Product Defects:

Manufacturing defects or flaws
Printing errors or quality issues
Material defects (tears, holes, discoloration)
Incorrect colors due to production error

Incorrect Orders:

Wrong product sent
Wrong size shipped
Wrong color sent
Missing items from your order

Damaged Items:

Items damaged during shipping
Packaging damage resulting in product damage
Items arriving in unusable condition

Product Quality Issues:

Print quality significantly below our standards
Product does not match description on website
Incorrect design printed

Non-Returnable Items

Due to the custom, made-to-order nature of our products, we cannot accept returns for:

Customer Preference:

Change of mind after receiving order
No longer want the item
Found a better price elsewhere

Incorrect Selection:

Wrong size selected by customer during checkout
Wrong color chosen by customer
Did not review product details before ordering

Subjective Preferences:

Don’t like the design (as shown in preview)
Color appears slightly different on screen (normal monitor variations)
Style preference changes

Personalized Items:

Correct personalized/custom products cannot be returned unless defective
Customer-provided text or images printed correctly

Used or Worn Items:

Items that have been worn, washed, or used
Items with tags removed (unless defective)
Items showing signs of wear

Time Limit

All return requests must be initiated within 30 days of delivery date, not order date. After 30 days, we cannot accept returns or issue refunds, except in cases of undiscovered defects.

2. How to Request a Return or Refund

Step-by-Step Process

Step 1: Contact Us
Email [email protected] within 30 days of receiving your order with:

Your order number (found in confirmation email)
Clear photos showing the issue from multiple angles
Photos of packaging (if item arrived damaged)
Brief description of the problem

Step 2: Review
Our customer service team will review your request within 1-2 business days and respond with:

Confirmation of eligibility
Return instructions (if return is required)
Prepaid return label (if applicable)
Estimated timeline for resolution

Step 3: Return Item (If Required)
If we request the item be returned:

Carefully package the item to prevent damage
Use the provided prepaid label (if applicable)
Ship within 7 days of receiving return instructions
Keep tracking information for your records

Step 4: Processing
Once we receive the returned item:

Inspection completed within 2-3 business days
Refund or replacement processed
Confirmation email sent to you

Important Guidelines

Photos Required:
Clear, well-lit photos are essential for processing returns. Please include:

Full product view showing the issue
Close-up of defect or error
Product label/tag (if applicable)
Packaging (for damage claims)

Incomplete Requests:
Requests without photos or order numbers may be delayed or unable to be processed.

Communication:
All return communications should go through [email protected] for proper tracking and documentation.

3. Refund Process

Approval and Processing

Once your return is approved:

Refund Timeline:

Stage	Timeframe
Return approval	1-2 business days
Item inspection (if returned)	2-3 business days
Refund processing	5-7 business days
Bank/card issuer credit	3-5 business days

Total estimated time: 11-17 business days from return approval

Refund Method

Original Payment Method:

Refunds are issued to the original payment method used at checkout
Credit/debit cards: Credited to the same card
PayPal: Refunded to PayPal account
Other payment methods: Same method used for purchase

Refund Amount:

Approved refunds include:

Full product cost
Applicable taxes paid
Original shipping costs (only if error was on our part)

Refunds do NOT include:

Return shipping costs (unless we provide prepaid label)
Original shipping costs (for customer preference returns, if accepted)

Partial Refunds

In certain situations, we may offer a partial refund:

Minor defects that don’t affect functionality
Customer wishes to keep item despite small issue
Agreed-upon discount for inconvenience
Product is usable but not perfect

Partial refunds will be discussed and agreed upon before processing.

Refund Confirmation

You will receive email confirmation when:

Your return is approved
Your refund is processed
Funds are sent to your payment provider

Note: Please allow your bank or payment provider 3-5 additional business days to credit your account after we process the refund.

Refund Issues

If you haven’t received your refund after the expected timeframe:

Check your bank or credit card statement
Contact your payment provider to verify status
Check your PayPal account (if applicable)
Contact us at [email protected] if still not received

4. Exchange and Replacement Policy

Free Replacement for Defects

If you receive a defective or incorrect item, we offer free replacement as an alternative to refund:

Replacement Process:

Contact us with photos and order details
We approve the replacement request
New item enters production immediately
Replacement shipped at no cost to you
Receive tracking information via email

Replacement Timeline:

Production: 2-5 business days
Shipping: 5-10 business days (US), longer for international
Total: 7-15 business days for replacement delivery

Size Exchanges

Due to custom production, size exchanges are not available unless:

We sent the wrong size (our error)
Sizing chart on website was inaccurate
Product sizing significantly differs from stated measurements

If we made an error: Free exchange for correct size
If customer ordered wrong size: No exchange available

Design or Color Changes

Once an order is produced, we cannot exchange for:

Different design
Different color
Different product type

These changes require a new order at regular price.

Return of Original Item

For defective items, we may or may not require return of the original:

Minor defects: Often not required to return
Major defects: Return usually required
Wrong item sent: Return required
We provide prepaid label when return is needed

5. Order Cancellations

Cancellation Window

Orders can only be canceled within 6 hours of purchase and before they enter production.

To Cancel:

Email [email protected] immediately
Include “URGENT CANCELLATION” in subject line
Provide your order number
We will confirm if cancellation is possible

Cancellation Refund:

Full refund issued within 5-7 business days
No cancellation fees

After Production Begins

Once production has started (typically 6-12 hours after order):

Cancellation is not possible
All items are custom-made to your specifications
Materials and resources have been committed
Order will be completed and shipped

If you no longer want the item: You may refuse delivery, but shipping costs are non-refundable.

6. Damaged or Lost Packages

Damaged in Shipping

If your package arrives visibly damaged:

What to Do:

Take photos of damaged packaging immediately
Open carefully and photograph damaged items
Contact [email protected] within 48 hours
Provide photos and order number

We Will:

File claim with shipping carrier
Send replacement at no cost to you
Process refund if preferred
No return of damaged item required

Lost or Missing Packages

If tracking shows delivered but you haven’t received your order:

First Steps:

Check all delivery locations (porch, mailbox, garage, etc.)
Ask neighbors or building management
Verify delivery address on order confirmation
Wait 24-48 hours (sometimes marked delivered early)

If Still Missing:

Contact [email protected]
We will investigate with carrier
File missing package claim
Send replacement or refund once claim is confirmed

Important: We cannot be held responsible for packages stolen after confirmed delivery to the correct address.

Incorrect Address

If you provided an incorrect shipping address:

We cannot be responsible for lost or misdirected packages
You may be responsible for reshipping costs
Contact us immediately if you notice address error

7. Quality Guarantee

Our Commitment

Every Podlora product undergoes quality inspection before shipping. We guarantee:

Premium materials meeting our standards
Professional print quality
Accurate colors and design reproduction
Proper product construction and durability

What We Check

Before Shipping:

Print quality and clarity
Color accuracy
Material condition
Proper sizing
Correct design applied
No manufacturing defects

If Quality Falls Short

If your product doesn’t meet our quality standards:

We will remake it at no cost
Or provide full refund
We take full responsibility for quality issues

8. Special Circumstances

Holiday Orders

During peak holiday seasons (November-December):

Extended processing times may apply
Return windows remain 30 days from delivery
Allow extra time for replacements and refunds

International Returns

For international customers:

Same 30-day return policy applies
Return shipping may be customer’s responsibility
Customs fees are non-refundable
Replacement shipping costs covered by Podlora for our errors

Bulk Orders

For orders of 10+ items:

Contact us before initiating return
Special return arrangements may apply
Partial returns may be possible
Different processing timeline may apply

9. Return Shipping

Who Pays for Return Shipping?

Podlora Covers Shipping When:

Product is defective or damaged
Wrong item was sent
Quality does not meet standards
Manufacturing error occurred

We will provide a prepaid return shipping label.

Customer Pays Shipping When:

Change of mind (if return is accepted)
Ordered wrong size
No longer want the item
Return reason is customer preference

Return Shipping Instructions

When returning an item:

Package securely to prevent damage in transit
Include order number inside package
Use tracking for your protection
Ship within 7 days of receiving return authorization
Keep proof of shipment until refund is received

Lost Returns:
We are not responsible for items lost during return shipment. Please use tracked shipping method.

10. Restocking Fees

Podlora does not charge restocking fees for approved returns of defective, damaged, or incorrect items.

For returns due to customer preference (if accepted), no restocking fees apply, but return shipping costs are customer’s responsibility.

11. Fraudulent Returns

We reserve the right to refuse returns or issue refunds if we suspect fraudulent activity, including:

Requesting refund for item not returned
Returning different item than purchased
Claiming damage on items that were not damaged
Excessive return requests
Violating terms of this policy

Accounts engaged in fraudulent behavior may be suspended or terminated.

12. Contact Information

For all return, refund, or exchange inquiries, please contact:

Customer Service:
Podlora
15900 La Cantera Pkwy
San Antonio, TX 78256
United States

Email: [email protected]
Subject Line: Return Request – [Order Number]

Business Hours: Monday – Friday, 8:00 AM – 5:00 PM (CST)
Response Time: 1-2 business days for return requests

What to Include in Your Email:

Order number
Photos of the issue
Description of the problem
Preferred resolution (refund or replacement)

13. Policy Updates

This Returns & Refunds Policy may be updated periodically to reflect changes in our processes or legal requirements. Any changes will be posted on this page with the updated effective date.

Your continued use of Podlora after policy changes constitutes acceptance of the updated terms.

Thank you for choosing Podlora. We are committed to your satisfaction and will work diligently to resolve any issues with your order. Your trust in our brand means everything to us.