Refund policy

📄 Returns, Refunds, Exchanges and Order Policy

This policy establishes clear rules regarding returns, refunds, exchanges, and order-related matters to ensure transparency and a positive customer experience.

  1. Return Request Timeframe

Customers have up to 60 calendar days from the date of delivery to request a return or report any issue with a product.

To be eligible, the item must:

• Be unused and free from signs of wear or damage;
• Be in its original condition;
• Include original packaging, accessories, and tags.

  1. Defective Products

If a product is confirmed to be defective:

• A replacement of the same item will be offered at no additional cost;
• If a replacement is unavailable, we may offer:

  • Store credit; or

  • A refund to the original payment method.

Each case will be reviewed individually to ensure the best solution for the customer.

  1. Exchanges and Returns Due to Personal Preference

Requests related to:

• Change of mind;
• Product appearance preferences;
• Style preferences;
• Fit expectations;

may be eligible for return within the 60-day period, provided the item remains unused and in original condition.

Items showing signs of use, damage, or missing packaging may not qualify for return approval.

  1. Refunds

Once the returned item is received and inspected:

• Approved refunds will be issued to the original payment method;
• Shipping, customs duties, and handling fees are non-refundable;
• Refunds are generally processed within 7–10 business days after approval.

  1. Return Shipping

• Customers are responsible for return shipping costs unless the item is defective or incorrect;
• We recommend using a tracked shipping service, as we cannot guarantee receipt of returns without tracking.

  1. Order Processing and Cancellation

Orders enter processing shortly after payment confirmation.

Therefore:

• Cancellation requests are accepted within 2 hours of placing the order;
• After this period, cancellation cannot be guaranteed as processing may have already begun;
• Once an order has entered fulfillment, cancellation may no longer be possible.

  1. Delivery Issues

Any delivery-related issue, including lost or missing packages, must be reported within 60 calendar days of the expected delivery date.

After this period:

• Claims may no longer be eligible for investigation;
• Replacement or refund requests may not be available.

  1. Contact

To initiate a return, exchange, or support request, please contact us:

📧 contact@polineofficial.com

Please include:

• Your order number;
• A detailed description of the issue or request.

POLINE reserves the right to update this policy at any time without prior notice.