Returns and Exchanges Policy

Returns and Exchanges Policy - PoloUrban

At PoloUrban, customer satisfaction is our top priority. We have established a transparent returns and exchanges policy that aligns with standard United States e-commerce consumer practices. If you need to return or exchange an item, please review the guidelines below. Before sending any products back, you must contact our Customer Support team to receive proper instructions and return authorization.

1. Return Policy

1.1. 14-Day Right to Return (Dissatisfaction or Change of Mind)

We offer a 14-day return window for customers who are dissatisfied with their purchase or change their mind. This window begins on the day the tracking carrier marks the item as delivered.

Conditions for a valid return:

  • The product must be completely unused, unwashed, unaltered, and returned in its original retail packaging, accompanied by all manuals, accessories, and tags intact.

  • The return shipment must be sent using a trackable courier service to the specific warehouse address provided by our support team.

  • The customer is responsible for covering all return shipping postage costs for standard change-of-mind returns.

 

Please Note: Any items returned that do not meet the strict conditions outlined above will be sent back to the sender without prior notice and will not be eligible for compensation.

 

1.2. Refund Processing

Once the returned package is received at our fulfillment center and passes our standard quality and condition inspection, your refund will be authorized. The refund will be credited back to the original payment method used during the purchase:

  • Credit Cards: Refunds will reflect on your issuing bank account within 5 to 10 business days, depending on your financial institution's internal accounting cycles.

  • Digital Wallets / Alternative Methods: Refunds will be credited back to your account balance shortly after processing.

  • Shipping Surcharges: Original shipping fees (if any) are non-refundable for items that were delivered correctly and without flaws.

2. Exchange Policy

2.1. Defective or Damaged Items Warranty

PoloUrban provides a 30-day limited store warranty covering clear manufacturing defects or functional malfunctions, starting from the date of delivery.

Procedure for claiming a defective item exchange:

  • The customer must contact our Customer Support team and follow the provided return or verification guidelines.

  • To file a claim, you must submit a short video (up to 1 minute) or clear high-resolution photographs demonstrating the functional defect, alongside a clear image of the carrier shipping label on the package.

  • Our technical team requires up to 15 business days after receiving the data or item to complete a quality evaluation.

If the evaluation confirms a manufacturing defect, the customer may choose between:

  • Receiving a brand new replacement of the identical product at no additional cost.

  • Exchanging the item for any other product model available on our website, paying the price difference if the new item is more expensive.

  • Requesting a full refund of the amount paid for the product.

If the evaluation is denied, the product will not be eligible for replacement or reimbursement. Common reasons for denial include:

  • No defect or operational failure found during inspection.

  • Physical damage, fractures, or malfunctions caused by customer handling or dropping the item.

  • Normal signs of wear and tear, or damage resulting from improper cleaning, washing, or maintenance.

2.2. Sizing and Color Exchanges

We do not offer free exchanges or returns for customer mistakes regarding chosen product sizes, colors, or specific models. Comprehensive measurement charts, dimensions, and specifications are explicitly displayed on every product page to guide your choice before finalizing your purchase.

3. Order Cancellations by PoloUrban

PoloUrban reserves the right to automatically cancel an order under specific security or operational circumstances, such as:

  • Payment authorization failure or high-risk fraud alerts flagged by our billing gateway.

  • Inconsistent, incomplete, or invalid customer registration and delivery data.

  • Unexpected inventory deficits or procurement barriers from suppliers.

3.1. Compensation for Merchant Cancellations

If an order is canceled solely due to PoloUrban's operational adjustments or stock limitations, a 100% full refund will be issued immediately back to your original payment method, and an email notification will be sent to the customer.