Refund policy
To start a return, you can visit here: https://community.poleonline.de/
Right of Refund
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. You only have to pay for any loss of value of the goods if this loss of value is due to handling the goods in a way that is not necessary to check their quality, properties, and functioning.
Return Shipping with Label (Germany only)
You may choose to ship your return package using the DHL return label we provide. For this, a deduction of €4.50 will be applied to your refund for returns from Germany. Once your return request is accepted, we will send you a return label and instructions on how and where to send your package. You can request only one return label per order. Items returned in a second shipment for the same order will not be accepted. If you want to return more than one item from the same order, please send them back in a single package. Once your return request is accepted, you will receive the return address details.
Return Shipping with a Carrier of Your Choice (EU)
You may choose to ship your return package with the carrier of your choice. In this case, no return fee will be charged. Once your return request is accepted, we will send you an email with return instructions. Your name and order number must be included in the package. After sending your package, please email us the receipt including a tracking number. No refunds will be given if the package is lost or damaged. The sender is responsible for loss and damage during shipment. For this reason, we highly recommend insuring your return package.
If you have any questions, you can contact us at any time at [email protected].
Damage and Problems
Please check your order upon receipt and contact us immediately if an item is defective, damaged, or incorrect so that we can evaluate and resolve the issue. If such issues are not reported within 2 days from delivery, a refund may not be guaranteed.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as custom-made products (e.g., special orders or personalized items). Moreover, it is not possible to cancel purchases of personalized items after an order has been placed. Please contact us if you have any questions or concerns about your item.
Exchanges
The quickest way to ensure you get what you want is to return the item you have. Once the return has been accepted, you can place a separate order for the new item.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, your original payment method will be automatically refunded. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund. Return shipping costs will be deducted from your refund amount if you request a DHL return label.