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Return & Refund Policy

At Polohel, we want you to be completely satisfied with your purchase. If your new polo shirt isn't the perfect fit or style, we are here to help. Our return process is designed to be simple and transparent.

1. 30-Day Return Window

You have 30 days from the date you receive your item to request a return. After 30 days, we unfortunately cannot offer you a refund or exchange.

2. Eligibility Criteria

To be eligible for a return, your item must meet the following conditions:

• Condition: The item must be unworn, unwashed, and in the same condition that you received it.
• Tags: All original tags (brand tags, size tags) must be securely attached.
• Packaging: The item must be in its original packaging.
• Proof of Purchase: A receipt or proof of purchase is required.

Non-Returnable Items:

• Items marked as "Final Sale."
• Gift cards.
• Items damaged through customer wear and tear.

3. How to Start a Return (Return Center)

We utilize a dedicated Return Center (powered by 17track) to make your experience seamless.

1. Visit our Return Center Page.
2. Enter your Order Number and Email Address.
3. Select the item(s) you wish to return and provide a reason.
4. Once your request is approved, you will receive an email with detailed shipping instructions.

Please do not send your purchase back to the warehouse without first initiating a request through the Return Center.

4. Return Shipping

• Customer Responsibility: Customers are responsible for paying their own shipping costs for returning items, unless the return is due to our error (e.g., you received the wrong item or a defective product).
• Shipping Recommendations: We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

5. Inspections and Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

• Approval: If approved, your refund will be processed immediately.
• Credit: A credit will automatically be applied to your original method of payment (Shopify Payments) within 5–7 business days.
• Late Refunds: If you haven’t received a refund yet, first check your bank account again, then contact your credit card company or bank, as it may take some time before your refund is officially posted.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

7. Damages and Issues

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at support@polohel.store so that we can evaluate the issue and make it right.

8. Contact Information

For any questions regarding returns or refunds, please reach out to our support team:

• Email: support@polohel.store
• Address: 4526 Rainer Rd, Jacksonville, FL 32210-7058, United States.
• Service Hours: Mon–Fri, 9:00 AM – 5:00 PM EST.