Terms & Conditions

TERMS & CONDITIONS

Last updated: September 2026

Welcome to Pole Pole.

These Terms & Conditions govern your use of the Pole Pole website and the purchase of products through our online store.

By placing an order through our website, you confirm that you have read, understood and agreed to these Terms & Conditions.

1. ABOUT POLE POLE

Pole Pole is an online fashion brand offering clothing and related products to consumers within the European Union

For any questions regarding an order, product, return or these Terms & Conditions, please contact us using the email address above.

2. PRODUCTS

We make every effort to ensure that product descriptions, photographs, colours, sizes and other information displayed on our website are accurate.

However, colours may appear slightly different depending on your device or screen settings.

Each product is subject to availability.

We reserve the right to correct errors, inaccuracies or omissions and to update product information at any time without prior notice.

3. PRODUCT AVAILABILITY

All products are subject to availability.

If, after placing an order, a product becomes unavailable, we will contact you as soon as possible and offer you either:

• a suitable alternative, where available; or
• a full refund for the unavailable product.

If the entire order cannot be fulfilled, we will issue a full refund.

4. PRICES

All prices displayed on the website are shown in euros (€).

The applicable price is the price displayed on the website at the time the order is placed.

Shipping costs, where applicable, will be clearly displayed before you complete your purchase.

Pole Pole reserves the right to change prices at any time. Price changes will not affect orders that have already been confirmed.

5. ORDERS

When you place an order, you are making an offer to purchase the selected products.

After placing your order, you will receive an order confirmation by email.

The order is considered accepted once Pole Pole confirms the order and/or dispatches the products.

We reserve the right to refuse or cancel an order in exceptional circumstances, including suspected fraudulent activity, significant pricing errors or circumstances where a product is unexpectedly unavailable.

If we cancel an order after payment has been made, you will receive a full refund.

6. PAYMENT

Payments are processed through the payment methods made available at checkout.

Pole Pole uses Stripe as a payment service provider.

Pole Pole does not have access to or store your complete payment card details.

All payment information is processed securely by the relevant payment service provider.

An order will only be processed once payment has been successfully authorised.

7. SHIPPING

Pole Pole currently ships to countries within the European Union.

Shipping options, costs and estimated delivery times will be displayed at checkout before you complete your order.

Delivery times are estimates and may vary depending on the destination and circumstances outside our reasonable control.

Once your order has been dispatched, you may receive tracking information where this service is available.

Pole Pole is responsible for the products until they are delivered to you, in accordance with applicable consumer protection law.

If your order does not arrive within the agreed delivery period, please contact us so that we can investigate the shipment.

Orders shipped to destinations outside the European Union, where available, will be subject to the applicable laws, regulations, customs requirements and import procedures of the destination country. Any applicable duties, taxes, customs charges or other fees will be handled in accordance with the rules applicable to the destination and will be communicated to the customer where relevant before the order is completed.

8. DELIVERY ADDRESS

You are responsible for providing a complete and accurate delivery address when placing your order.

Pole Pole cannot be held responsible for delays or failed deliveries resulting from an incorrect or incomplete address provided by the customer.

If an order is returned to us because the delivery address was incorrect or the parcel was not collected, we will contact you to arrange the next steps.

Additional shipping costs may apply if the order needs to be sent again.

9. RIGHT OF WITHDRAWAL — 14 DAYS

If you are a consumer located in the European Union, you generally have the legal right to withdraw from your online purchase within 14 days without giving any reason.

For purchases of goods, the 14-day period begins on the day you, or a person designated by you other than the carrier, receives the goods.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires.

You may contact us by email at:

brandpolepole@gmail.com

You may simply provide your order number and clearly state that you wish to withdraw from the purchase.

10. RETURNS

If you exercise your right of withdrawal, the products must be returned to us without undue delay and, in any event, no later than 14 days after informing us of your decision to withdraw.

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

Items should be returned:

• unworn;
• unwashed;
• with original tags attached;
• in their original packaging, where applicable; and
• without damage or signs of use beyond what is reasonably necessary to inspect the product.

You may try on clothing in the same way you would in a physical shop, but please do not wear or wash the item before returning it.

You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

11. RETURNS FOR DAMAGED, DEFECTIVE OR INCORRECT ITEMS

We accept returns for items that are damaged, defective, misprinted or incorrect.

• Any claim regarding a damaged, defective, misprinted or incorrect item should be submitted as soon as possible after receiving the order.
• For packages that are lost in transit, please contact us as soon as possible so that we can investigate the shipment.
• Where the issue is determined to be our responsibility, Pole Pole will cover the applicable return shipping costs and provide an appropriate solution in accordance with applicable consumer protection law.
• Please do not send any product back to us before contacting us and receiving confirmation from Pole Pole.

If you experience any issue with your order, please contact us by email at brandpolepole@gmail.com, including your order number, a description of the issue and relevant photographs where applicable.

We will review your claim and provide instructions regarding the return, replacement, refund or other applicable remedy.

Nothing in this section limits or affects your statutory consumer rights.

12. NO EXCHANGES

Pole Pole does not offer direct exchanges.

If you would like a different size, colour or product, you must:

1. return the original product in accordance with our return policy; and
2. place a new order for the desired product.

This allows us to process each order and refund separately.

Your statutory consumer rights are not affected by this policy.

13. REFUNDS

Once we receive and inspect the returned product, we will process your refund.

Where you exercise your legal right of withdrawal, we will refund the payments received from you, including the standard delivery cost originally paid for the order.

If you selected a more expensive delivery method than the least expensive standard delivery option offered by us, we are not required to reimburse the additional cost.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed with you.

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

14. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If you receive a product that is:

• defective;
• damaged during delivery;
• incorrect; or
• materially different from what was ordered,

please contact us as soon as possible at brandpolepole@gmail.com.

Please provide your order number and, where appropriate, photographs showing the problem.

Your statutory consumer rights remain fully applicable.

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

15. LEGAL GUARANTEE

Products purchased from Pole Pole are covered by the applicable legal guarantee of conformity under EU consumer protection law.

This legal guarantee is separate from any commercial guarantee that Pole Pole may voluntarily offer.

Nothing in these Terms & Conditions limits or excludes any mandatory consumer rights provided by applicable law.

16. CANCELLATION BY POLE POLE

Pole Pole reserves the right to cancel an order in exceptional circumstances, including:

• a product being unavailable;
• a clear pricing or product description error;
• suspected fraudulent or unauthorised activity;
• technical errors affecting the order; or
• circumstances beyond our reasonable control.

If we cancel an order after payment has been received, you will receive a full refund of the amount paid for the cancelled order.

17. INTELLECTUAL PROPERTY

All content available on the Pole Pole website, including but not limited to:

• photographs;
• product images;
• logos;
• brand names;
• graphics;
• text;
• designs;
• layouts; and
• other visual or written materials

is owned by or licensed to Pole Pole and is protected by applicable intellectual property laws.

You may not reproduce, distribute, modify, copy or use any Pole Pole content for commercial purposes without our prior written permission.

18. WEBSITE USE

You agree to use the Pole Pole website only for lawful purposes.

You must not:

• use the website for fraudulent purposes;
• attempt to gain unauthorised access to the website or its systems;
• interfere with the operation or security of the website;
• reproduce or misuse website content; or
• use the website in a way that could damage Pole Pole or its users.

We reserve the right to restrict or terminate access to the website where necessary to protect the website, our business or other users.

19. THIRD-PARTY SERVICES

Pole Pole may use third-party providers to operate certain aspects of the website and fulfil orders, including payment processors, e-commerce technology providers, shipping companies and analytics providers.

These services may be subject to their own terms and privacy policies.

Further information about how personal data is processed can be found in our Privacy Policy.

20. LIMITATION OF LIABILITY

Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited under applicable law.

Subject to this, Pole Pole will not be responsible for losses caused by circumstances beyond our reasonable control, including significant disruptions to transport, natural disasters, strikes, technical failures or other exceptional events.

This section does not affect your mandatory consumer rights.

21. FORCE MAJEURE

Pole Pole will not be responsible for delays or failure to perform its obligations where such delay or failure results from circumstances beyond our reasonable control.

Such circumstances may include natural disasters, extreme weather, strikes, transport disruptions, governmental measures, war, civil unrest, widespread technical failures or other events that could not reasonably have been prevented.

We will make reasonable efforts to minimise the impact of such events and resume our obligations as soon as reasonably possible.

22. PRIVACY

Your personal information is processed in accordance with our Privacy Policy.

By placing an order, you acknowledge that your personal information may be processed for purposes including order fulfilment, payment processing, delivery, customer support and compliance with legal obligations.

23. CHANGES TO THESE TERMS

We may update these Terms & Conditions from time to time.

The version applicable to your purchase will be the version available on our website at the time you place your order.

Any significant changes will be published on this page with an updated revision date.

24. SEVERABILITY

If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

25. GOVERNING LAW AND CONSUMER RIGHTS

These Terms & Conditions are governed by the laws of Portugal, without prejudice to any mandatory consumer protection rights that apply to consumers in their country of residence.

Nothing in these Terms & Conditions is intended to restrict or exclude rights granted to consumers by mandatory provisions of applicable EU or national law.

Consumers within the European Union retain all applicable statutory rights, including rights relating to withdrawal, conformity of goods and legal guarantees.

26. CONTACT

If you have any questions about these Terms & Conditions, your order, a return or a product, please contact:

Pole Pole
Email: brandpolepole@gmail.com

We will make reasonable efforts to respond to customer enquiries as soon as possible.