RETURN & REFUND POLICY

Last updated: September 2026

At Pole Pole, we want you to be happy with your purchase. Please read our Return & Refund Policy carefully before placing your order.

This policy applies to purchases made through the Pole Pole online store and is subject to your statutory consumer rights under applicable EU and national law.

1. RETURNS

We accept returns in the following circumstances:

Change of mind

If you are not completely satisfied with your purchase or simply change your mind, you have the legal right to withdraw from your online purchase within 14 days of receiving your order, without having to provide a reason.

The 14-day withdrawal period applies in accordance with applicable consumer protection law.

To exercise your right of withdrawal, please contact us by email at:

brandpolepole@gmail.com

Please include your order number and clearly state that you wish to return the product.

After notifying us, you must send the product back to us without undue delay and no later than 14 days after communicating your decision to withdraw.

2. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

We accept returns for items that are:

• damaged;
• defective;
• misprinted; or
• different from the product you ordered.

If you receive an item with a problem, please contact us as soon as possible after receiving your order.

Please send an email to brandpolepole@gmail.com with:

• your order number;
• a description of the problem; and
• clear photographs of the item, where applicable.

Please do not send the product back before contacting us and receiving return instructions from Pole Pole.

Where the problem is our responsibility, Pole Pole will cover the applicable return shipping costs and provide the appropriate remedy in accordance with applicable law.

3. SIZING & FIT

Please check the size guide available on each product page before placing your order.

We strongly recommend checking the measurements provided against a similar item that you already own.

If you choose the wrong size, this does not mean that the product is defective.

However, where applicable, you may still exercise your 14-day legal right of withdrawal, subject to the conditions set out in this policy and applicable law.

Pole Pole does not offer direct exchanges.

If you require a different size or colour, you may return the original item and place a new order for the desired item.

4. RETURN CONDITIONS

Returned items should be in a condition that allows us to verify that they have only been handled as necessary to establish their nature, characteristics and functioning.

Where possible, items should be returned:

• unworn;
• unwashed;
• with original tags attached; and
• in their original packaging, where applicable.

You may try on clothing as you would in a physical shop. However, you may be responsible for any reduction in the value of the product resulting from handling beyond what is necessary to inspect it.

5. RETURN SHIPPING COSTS

If you are returning an item because you have changed your mind or no longer want the product, you are responsible for the direct cost of returning the item, unless otherwise stated or required by applicable law.

If the item is defective, damaged, misprinted or incorrect and the issue is our responsibility, Pole Pole will cover the applicable return shipping costs.

6. REFUNDS

Once your return has been received and inspected, we will notify you by email.

For returns made under the legal right of withdrawal, we will refund the payments received from you, including the cost of the standard delivery option originally chosen.

If you selected a more expensive delivery option, any additional cost will not be refunded.

The refund will normally be made using the same payment method used for the original purchase.

We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

7. WRONG OR INCOMPLETE ADDRESS

Please make sure that your delivery address is complete and accurate before completing your order.

If an order is returned to us because an incorrect or incomplete address was provided by the customer, or because the parcel was not collected, please contact us.

If you request that the order be shipped again, additional shipping costs may apply.

8. UNCLAIMED SHIPMENTS

If a shipment is returned to Pole Pole because it was not collected by the recipient, we will contact you to arrange the next steps.

If you request reshipment, you may be responsible for the additional shipping cost, where permitted by applicable law.

9. RETURN PROCEDURE

Please do not return an item without contacting us first.

To start a return, please email:

brandpolepole@gmail.com

with the subject:

Return Request — [Order Number]

Please include:

• your order number;
• your name;
• the item(s) you wish to return;
• the reason for the return; and
• photographs, if the item is damaged, defective or incorrect.

We will then provide you with the relevant return instructions.

10. RIGHT TO REFUSE A RETURN

Pole Pole may refuse a return where the conditions required by applicable law have not been met.

This does not affect your statutory consumer rights, including your legal right of withdrawal and legal guarantee rights.

We will not refuse a valid return solely because you did not contact us before exercising your legal right of withdrawal. However, contacting us before sending the parcel helps us process your return correctly and ensures that you receive the appropriate return instructions.

11. LEGAL GUARANTEE

All products purchased from Pole Pole are covered by the applicable legal guarantee of conformity.

If a product is defective or does not conform to the contract, you may have rights to repair, replacement, price reduction or refund, depending on the circumstances and applicable law.

Nothing in this Return & Refund Policy limits or excludes your statutory consumer rights.

12. CONTACT

If you have any questions about returns or refunds, please contact:

Pole Pole
Email: brandpolepole@gmail.com

We will be happy to assist you.