Return & Refund Policy

Title

Last updated: Feb 2026

1. scope

This Return and Refund Policy applies only to purchases made directly on the PUDU official online store. It currently applies to orders shipped to the United States and Canada. Purchases made through distributors, resellers, offline channels, or other platforms are subject to the applicable channel’s policies.

2. important notice for commercial, high value products

Our products are commercial grade, high value equipment and accessories. To protect product integrity, ensure quality control, and maintain a reliable service standard, we apply a stricter return review process than typical consumer goods. If you need help with product selection or accessory compatibility, please contact our support team before placing an order.

3. return eligibility and time window

3.1 United States Orders

  • Unused products (including opened but unused) may be eligible for return if a return request is submitted within 7 days from the delivery date (based on carrier tracking).
  • Used products are not eligible for returns unless there is a verified quality issue, damage on arrival, or shipment error as described in this policy.

3.2 Canada Orders

 

Due to the current cross border fulfillment model for Canada, Canada orders are subject to stricter return conditions to help reduce unnecessary returns and protect delivery efficiency.

  • Unused products (including opened but unused) may be eligible for return if a return request is submitted within 7 days from the delivery date, and the return request passes enhanced review as described in Section 4.
  • Used products are not eligible for returns unless there is a verified quality issue, damage on arrival, or shipment error.
  • We reserve the right to apply stricter review standards and to decline return requests for Canada orders if the product condition cannot be verified as eligible for resale.

4. additional review requirements for opened but unused returns

Opened but unused returns require evidence for review and approval prior to authorization. To help us verify the product has not been used, you must submit complete photo and video evidence including, at minimum:

  • Clear photos of all sides of the product, including serial number labels
  • Photos showing all included accessories, manuals, inserts, and any promotional items
  • A continuous video showing the unboxing state, overall condition, key areas, and wear prone parts, and demonstrating there are no signs of use such as dirt, wear, water marks, or chemical residue.

If evidence is incomplete, unclear, or indicates use, we may deny the return or apply condition based deductions where permitted.

5. non returnable situations

Returns or refunds will not be accepted in the following situations, including but not limited to:

  • Products that have been used or show signs of use, except for verified quality issues
  • Damage or malfunction caused by misuse, improper operation, negligence, or use outside intended purposes
  • Unauthorized disassembly, modification, repair, removal of labels, or inability to verify serial numbers
  • Missing original packaging, missing accessories, missing manuals, or missing promotional items
  • Damage caused by the customer’s return packaging or shipping method
  • Items marked as Final Sale or non returnable where applicable

6. damage on arrival and doa (dead on arrival)

6.1 Reporting Window

 

If your order arrives damaged, missing parts, is dead on arrival, or cannot operate normally, you must contact us within 48 hours of delivery.

 

6.2 Required Evidence

Please provide:

  • Photos of the outer box from all sides and the inner packaging
  • Photos of the shipping label and tracking information
  • Photos of the product serial number label
  • Photos or videos of the issue, and if requested, a power on or self check video
  • Proof of delivery or delivery confirmation screenshot

6.3 Resolution Options

 

Once verified, we will provide an appropriate resolution, which may include replacement parts, a product exchange, or a refund if a replacement is not feasible.

7. return process (rma required)

All returns require prior authorization and a Return Merchandise Authorization (RMA). Returns shipped without an RMA may be refused or delayed.

Process:

1.  Contact support with your order number, reason for return, and required photos and videos.

2.  If approved, we will issue an RMA and return instructions, including the return address.

3.  Pack the product securely and label the package as instructed with the RMA reference.

4.  After we receive the return, we will inspect the product.

5.  Approved refunds or exchanges will be processed according to this policy.

8. shipping costs and fees

8.1 Returns for Non Quality Reasons

  • Return shipping costs are the customer’s responsibility.
  • Shipping for heavy or bulky items can be significant. Please evaluate this before requesting a return.
  • A restocking fee may apply. This may cover inspection, repackaging, handling, and resale conditioning costs.

8.2 Verified Quality Issues, DOA, Wrong Item, or Missing Item

 

If the issue is verified as a quality defect, DOA, wrong shipment, or missing item, we will cover reasonable return shipping costs or provide an equivalent solution, such as a prepaid label or arranged pickup where available.

9. refunds and processing time

  • Refunds are processed after the returned product is received and passes inspection.
  • Refunds are issued back to the original payment method.
  • Refund processing typically takes 10 to 15 business days after inspection is completed. Timing may vary depending on the payment provider and bank processing.
  • If the returned product is missing items, damaged, or shows use, we may deny the refund or issue a partial refund with applicable deductions where permitted.

10. order cancellation and address changes

You may request cancellation or an address change before the order ships.

Once an order is in fulfillment or has shipped, cancellation or address changes may not be possible. Interception or re routing fees may apply and will be the customer’s responsibility.

11. warranty and support

This Return and Refund Policy is separate from any warranty terms. Please refer to our Warranty Policy or the product page for warranty coverage and duration.

12. contact

For pre-sales inquiries and business partnerships, please contact: ecommerce@pudutech.com

For technical support, please contact: techservice@pudutech.com

Response time targets:
Business days: within 8 hours

Non-business days: within 24 hours