Refund policy

Refund Policy - PoloUrban

Our commitment is to your total satisfaction. If you have purchased a product from our online store and need to request a refund, exchange, or return, please review the guidelines below, which are aligned with standard United States e-commerce consumer practices.

1. Dissatisfaction with the Product

Customers may request a return due to dissatisfaction or change of mind within 14 days from the delivery date recorded by the tracking carrier.

2. Defective or Damaged Items

If a product presents an inherent manufacturing defect, the timeframe to request an exchange or a refund is 30 days from the delivery date.

Immediate Notification for Shipping Damage: For visible transit damages—such as shattered glass, cracked screens, severe scratches, or missing parts—the customer must contact our Customer Support team within 24 hours of delivery and provide photographic evidence of the package and the items. Claims made after this 24-hour window will be considered a result of post-delivery handling and wear.

The first step for any return or refund request is to contact our Central Customer Support desk, which will provide comprehensive instructions on the return authorization procedure.

Strict Conditions for Dissatisfaction Returns:

• The product must show no signs or marks of usage.
• If the item has adjustment features (such as watches with removable links), it must not have been altered or resized.
• The product must be sent back in its original retail packaging, including the carrier's original outer shipping container with the tracking label intact and visible.

Failure to meet any of the conditions listed above will invalidate your eligibility for a refund, store credit, or product exchange.

Resolutions After Inspection Approval:

Once the returned package arrives at our processing facility, it will undergo a technical inspection to verify if the conditions have been fully met. If approved, the customer may choose one of the following resolutions:

• A direct exchange for another product available in our current store stock.
• A refund of the product purchase price. Please note that original shipping surcharges (if any) are non-refundable if the item delivered was correct and in flawless condition at the time of transit.

3. Limited Store Warranty

All products sold by PoloUrban include a 30-day limited store warranty starting from the day of delivery. To activate your warranty coverage, please follow these requirements:

• The customer must submit a short video (up to 1 minute) clearly demonstrating the functional malfunction or technical problem. The video must include the product's packaging with the carrier shipping label fully visible.
• If you choose to send photographs instead of a video, it is mandatory that the defect is completely visible and that the outer shipping package also appears in the images.

Please Note: PoloUrban operates exclusively as an online retailer and does not provide local technical repair assistance, nor do we maintain physical authorized repair shops. Our team will provide administrative support to deliver the best resolution possible (replacement or refund) within the scope of this policy.

Non-Covered Warranty Scenarios:

Our limited warranty does not cover aesthetic or structural damage that occurs after successful carrier delivery. Additionally, the following instances are strictly excluded from warranty protection:

• Liquid-related damages (such as submersion in water, moisture intrusion, or fluid spills).
• Defect or malfunction caused by attempted repairs, adjustments, or modifications performed by the customer or unauthorized third parties.
• Inappropriate usage of non-compatible accessories or power inputs.
• Standard wear and tear resulting from natural product degradation (such as surface scratches, material fading, or oxidation caused by skin acidity).
• Expected and standard reduction of a battery’s lifecycles over time.
• Voluntary resistance testing performed by the customer (such as drop tests, impact testing, or water resistance trials).

Velocity and Operations by PoloUrban.