Refund policy

At Poleera, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we are here to help.

This Return & Refund Policy explains our return eligibility, return window, exchange process, return shipping responsibilities, refund processing time, and other important information related to returns and refunds.

This policy applies to eligible orders delivered within the United States and purchased through www.poleera.com.

1. 30-Day Return Window

Poleera accepts returns for both defective and non-defective products.

You may request a return within 30 days of receiving your order.

Return requests submitted after the 30-day return period may not be accepted.

All returned products must meet the eligibility requirements described in this policy.

2. Return Eligibility

To be eligible for a return, the product must be in new condition.

Returned items must be unworn, unused, unwashed, unaltered, free from stains, odors, damage, or signs of use, and returned with original tags, packaging, and accessories where applicable.

A valid proof of purchase, such as your order number, is also required.

Items that do not meet these conditions may not qualify for a refund or exchange.

3. How to Start a Return

To request a return, please contact us at:

hello@poleera.com

within 30 days of receiving your order.

Please provide your order number, the email address used at checkout, the item you would like to return, and the reason for your return.

For damaged, defective, or incorrect items, please also provide clear photos showing the product, packaging, and the issue where applicable.

After reviewing your request, our customer support team will provide return authorization and detailed return instructions.

Please do not send your return before contacting us.

Returns sent without prior authorization or without following the provided instructions may be delayed or may not be accepted.

4. Return Method

Returns are accepted by mail only.

After your return request is approved, we will provide instructions explaining where and how to send your return.

Customers are responsible for arranging the return shipment in accordance with the instructions provided by Poleera.

We strongly recommend using a trackable shipping service and keeping your shipping receipt and tracking number until the return and refund have been completed.

Poleera is not responsible for return packages that are lost or damaged in transit before reaching the designated return location.

5. Return Labels

For standard returns and exchanges that are not caused by a defective, damaged, or incorrect item, Poleera does not provide a prepaid return shipping label.

Customers are responsible for arranging and purchasing the return shipment using a carrier of their choice.

The cost of standard return shipping is the customer's responsibility and will not be reimbursed.

Please retain your shipping receipt and tracking information until your return has been completed.

For verified defective, damaged, or incorrect items, please contact us before shipping the product back. If a return is required, we will provide return instructions and reimburse reasonable return shipping costs in accordance with the approved return arrangement.

6. Return Shipping Costs

For standard returns, the customer is responsible for the cost of returning the item.

This includes returns resulting from change of mind, ordering the wrong size or color, style or fit preference, accidental purchase, or no longer wanting the item.

If the item you received is verified to be defective, damaged, or different from what you ordered, Poleera will be responsible for reasonable return shipping costs when a return is required.

Please do not return a defective, damaged, or incorrect item before receiving instructions from our customer support team.

7. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, incorrect, or different from what you ordered, please contact us at hello@poleera.com as soon as reasonably possible.

Please provide your order number, a description of the issue, and clear photos of the item and packaging where applicable.

After reviewing the issue, we will provide an appropriate solution. Depending on the circumstances, this may include a replacement, exchange, refund, or return instructions.

If we require the item to be returned, Poleera will reimburse reasonable return shipping costs after the issue has been verified and the return has been completed according to our instructions.

8. Exchanges

Poleera accepts exchanges for eligible products within the 30-day return window.

Exchange items must meet the same return eligibility requirements and must be in new, unused, unworn, unwashed, and unaltered condition.

Exchange requests are subject to product availability.

For a standard exchange that is not caused by a defect or fulfillment error, the customer is responsible for arranging and paying the cost of returning the original item to Poleera.

Once the returned item has been received, inspected, and approved for exchange, Poleera will cover standard shipping for the replacement item sent to an address within the United States.

If the requested replacement size, color, or product is unavailable, we may offer another available option or process a refund for the eligible returned item.

If an exchange is required because Poleera sent an incorrect, damaged, or defective item, Poleera will cover the applicable reasonable return shipping cost as well as standard shipping for the replacement item.

9. Non-Returnable Items

The following items are generally not eligible for return:

• Items returned after the 30-day return period
• Items that have been worn, washed, used, altered, or damaged after delivery
• Items with stains, odors, makeup marks, or other signs of use
• Items missing required tags, packaging, or accessories where applicable
• Gift cards
• Personalized or custom-made products
• Products specifically identified as final sale or non-returnable on the product page, where permitted by applicable law

This does not affect your rights if an item arrives damaged, defective, or incorrect.

10. Return Inspection

After your return is delivered to the designated return location, we will inspect the product to confirm that it meets the requirements of this policy.

We may review the product condition, signs of wear or use, tags, packaging, accessories, order information, and stated return reason.

We will notify you after the return has been reviewed.

If the returned item meets our eligibility requirements, the return will be approved for refund or exchange as applicable.

11. Refunds

Once an eligible return has been received, inspected, and approved, Poleera will process the refund to your original payment method within 3 business days.

After we issue the refund, your bank, credit card issuer, PayPal, Shop Pay, or other payment provider may require additional time to post the funds to your account.

The time required for your financial institution to make the refunded amount available is outside Poleera's control.

12. Original Shipping Charges

If an original shipping charge was paid when the order was placed, that shipping charge is generally non-refundable for standard returns such as change of mind, size preference, color preference, style preference, or no longer wanting the product.

If the return results from a verified defective, damaged, or incorrect item, we will review any applicable original shipping charge as part of the resolution.

13. Restocking Fees

Poleera does not charge a restocking fee for eligible returns.

No restocking fee will be deducted from an approved refund.

14. Refund Method

Approved refunds are issued to the original payment method used for the purchase.

For security reasons, we generally cannot issue a refund to a different credit card, bank account, payment account, or payment method.

If your original payment method is no longer available, please contact the applicable payment provider or our customer support team for assistance.

15. Return Address

Please contact Poleera before sending any return.

After your return request has been approved, our customer support team will provide the applicable return instructions and confirm where your package should be sent.

Return Address:

Poleera
32-22 73rd St
East Elmhurst, NY 11370
United States

Please include your order number or return authorization information with the package so that we can identify and process your return correctly.

16. Contact Information

If you have questions about a return, exchange, refund, damaged item, or incorrect order, please contact us:

Store Name:
Poleera

Website:
www.poleera.com

Customer Support Email:
hello@poleera.com

Customer Support Phone:
+1 617-606-1637

Business Address:
Poleera
32-22 73rd St
East Elmhurst, NY 11370
United States

Customer Support Hours:
Monday–Friday: 9:00 AM–6:00 PM ET
Saturday–Sunday: Closed

We aim to respond to customer inquiries within 1–2 business days.