Last updated: 18 July 2026
At Poooood, we are committed to providing genuine products and a smooth shopping experience. Please read this policy carefully before requesting a return, replacement or refund.
1. Change-of-Mind Returns
If you change your mind after receiving your order, you may request a return within 7 calendar days of delivery, provided that:
The product is unused and unopened.
All seals and original packaging remain intact.
The product is in its original condition.
All accessories, manuals and complimentary items are included.
Proof of purchase or your order number is provided.
Approved change-of-mind returns will be refunded after the returned products have been received and inspected.
Original delivery charges are non-refundable.
Return shipping costs for change-of-mind requests are the customer’s responsibility.
2. Non-Returnable Products
For hygiene, safety and product integrity reasons, we cannot accept change-of-mind returns for:
Opened or used disposable vape devices
Opened pods or cartridges
Opened e-liquids
Products with broken seals
Products showing signs of use
Clearance or promotional items
Products damaged due to misuse or accidental damage
This does not affect your rights where products are supplied incorrectly or are defective.
3. Damaged, Incorrect or Missing Items
Please inspect your parcel immediately after receiving it.
If your order is damaged during delivery, contains incorrect items or is missing items, please contact us within 48 hours of receiving your parcel.
Please include:
Order number
Photos of the parcel
Photos or video of the affected item(s)
Shipping label
Brief description of the issue
Please keep the packaging until your claim has been assessed.
4. Defective Products
If a device appears defective, please contact us as soon as reasonably possible.
Depending on the issue, we may request photos or a short video to assist our assessment.
Where appropriate, we may offer one of the following:
Troubleshooting assistance
Replacement
Repair
Refund
Damage resulting from misuse, accidental damage, liquid leakage caused by improper use, modifications, or normal wear and tear is not considered a manufacturing defect.
Certain products may also be covered by the manufacturer’s warranty where applicable.
5. Return Procedure
Please contact us before returning any products.
Returns sent without prior approval may not be accepted.
Once approved, we will provide return instructions.
6. Return Shipping
For approved change-of-mind returns, customers are responsible for return shipping costs.
If we supplied the wrong product or confirm that the product is defective upon assessment, Poooood will bear the reasonable return shipping cost.
We recommend using a tracked courier service, as we are not responsible for parcels lost during return shipping.
7. Refund Processing
Once we receive and inspect the returned product, we will notify you of the outcome.
If approved, refunds are generally processed within 7 business days.
Refunds will be issued to a Malaysian bank account provided by the original purchaser.
Bank processing times may vary.
8. Order Cancellation
Orders may be cancelled before they have been packed or dispatched.
Once an order has been dispatched, cancellation is no longer possible and the order will be handled according to this Refund and Returns Policy.
9. Consumer Rights
Nothing in this policy limits or excludes any rights available under applicable Malaysian consumer protection laws.
10. Contact Us
For return, replacement or refund requests, please contact us through our Contact page or WhatsApp and include your order number.