Refund policy
Refund Policy
We value your satisfaction and aim to provide transparent, fair refund practices in compliance with both European Union consumer protection laws (Directive 2011/83/EU) and United States consumer standards. Please read our policy carefully before making a purchase.
Pre-Order Model
All products sold on this website are made exclusively through a pre-order model. This means that once an order is placed, the item enters fabrication and is made specifically for you. This approach supports sustainable production and minimizes waste, but it also impacts eligibility for refunds.
Right of Withdrawal (EU Customers)
In accordance with EU law, customers based in the European Union have the right to withdraw from their purchase within 14 working days from the date of delivery, even without giving a reason. However, this right does not apply to goods made to the consumer's specifications or clearly personalized—this includes all pre-order items on our site.
Eligibility for Refund
- Refunds can only be requested within 14 working days from the delivery date.
- The product must be in unused, unwashed, and resalable condition, including all original packaging and tags.
- Products returned that show signs of wear, damage, or alteration will not be eligible for a refund.
- Shipping costs are non-refundable unless the product is faulty or the return is due to our error.
Non-Refundable Items
Due to the made-to-order nature of our products, refunds are generally not available once fabrication has begun, except in the case of:
- Defective or damaged items upon delivery
- Wrong item received
- Failure to deliver within the maximum legal delay (30 days in the EU)
How to Request a Refund
To initiate a refund, please send an email to support@polocomplus.com with the following details:
- Full name
- Order number
- Reason for refund
- Photos (if applicable for damaged or incorrect items)
Once your request is reviewed, we will respond within 2–5 business days with instructions for return shipping if applicable.
Refund Processing
- Approved refunds will be processed to the original payment method within 7 to 14 working days.
- Depending on your bank or credit card provider, it may take additional time for the refund to appear in your account.
- You will be notified by email once the refund has been issued.
International Customers (Including USA)
Customers outside the European Union, including the United States, are entitled to request refunds under similar conditions. Please note that return shipping costs are the responsibility of the buyer unless the item is defective or incorrect.
Contact Us
If you have questions or need assistance, our support team is here to help. Please contact us at: support@polocomplus.com
This refund policy is subject to change without prior notice. The current policy is always available on this page and governs all transactions made on this website.