Refund policy

Last updated: November 5, 2026

Cancellations

You can cancel your order at any time before it ships for a full refund. Just email support@getpondo.com with your order number.

Once your order has shipped, it can no longer be canceled, but the 30-day return policy below applies.

30-day returns

Try Pondo in your own bathroom, with your own routine. If it's not for you, you can return it within 30 days of delivery for a full refund of the product price.

To be eligible for a return:

  • The device must be undamaged.
  • All original components, accessories, and packaging must be included.
  • The product must show no signs of misuse or tampering.

Returns that don't meet these conditions may be refused or receive a partial refund.

How to start a return

Email support@getpondo.com with your order number. We'll reply with return instructions and the return address. Please don't send your Pondo back without contacting us first, as packages sent without return instructions may not be accepted.

Return shipping and fees

  • Return shipping costs are the customer's responsibility, unless the product arrived damaged or defective, or we made an error with your order.
  • Shipping charges paid at checkout are non-refundable.
  • Customs duties, import taxes, and brokerage fees paid on international orders are non-refundable.

Refunds

Once we receive and inspect your return, we'll email you to confirm the refund. Refunds are issued to the original payment method. Depending on your bank or card issuer, it may take a few business days for the refund to appear.

Damaged or defective products

If your Pondo arrives damaged or stops working because of a defect, email us at support@getpondo.com with your order number and a short description or photo of the issue, and we'll repair or replace it under our warranty.

Warranty

Pondo is covered by a 1-year limited warranty from the date of delivery. The warranty covers defects in materials and workmanship under normal, intended use. It does not cover damage caused by misuse, accidents, improper installation, unauthorized modifications, or normal wear and tear.

Contact

Questions about cancellations, returns, or the warranty? Write to us at support@getpondo.com.