Returns Policy
At Polema, we take immense pride in providing our customers with high-quality jewelry that embodies beauty, elegance, and durability. However, we understand that there may be times when you need to return or exchange an item. To ensure a seamless and satisfactory process, we have outlined our comprehensive refund and exchange policy below. We kindly ask all customers to review this policy carefully before making a return or exchange request, as adhering to these guidelines helps us maintain the highest standards of service and product quality.
Our policy allows customers to request a return or exchange within 14 days of the delivery date. This timeframe begins from the day your item is delivered to your specified address, giving you adequate time to inspect your purchase and ensure it meets your expectations. Please note that after this 14-day window, we cannot accept returns or exchanges. To qualify for a return or exchange, the item must be unused, unworn, and in its original condition, including all original packaging and tags. We cannot process returns for items that show visible signs of wear, damage, or alteration, as these conditions compromise the integrity of the product and violate our standards for resale. Therefore, we strongly encourage customers to handle their jewelry with care during the initial inspection period.
For items that are faulty or damaged upon delivery, we offer the option to replace or repair the item at no additional cost. If you notice a defect in your jewelry, it is crucial to contact our Customer Service team within the 14-day return period, providing detailed information about the issue along with supporting evidence, such as photographs. We can be contacted via our Customer Service Email at hello@polemastore.com after which you may expect a response within 24 hours. We will promptly assess your case and, if approved, arrange for a repair or replacement. Should your request be successful, you will be provided with a returns QR code directly to your Email inbox which can be used to send your item back to us. Please keep in mind that we cannot accept responsibility for items that become damaged due to normal wear and tear or improper handling after the return period has passed.
Due to hygiene and safety concerns, earrings are strictly non-refundable and non-exchangeable, except in cases where the item is defective or damaged upon delivery. This policy is in place to ensure the highest level of cleanliness and sanitation for our customers. We appreciate your understanding of this measure, as it is crucial in maintaining the health and safety of our clientele.
If you wish to initiate a return or exchange, we have established a clear process to guide you. First, you must contact our Customer Service team within 14 days of receiving your item. Provide your order number and a detailed explanation of your request, along with photos if the item is faulty or damaged. Once our team has reviewed and approved your request, should your request be successful and authorised for a return, we will issue a return authorization number along with instructions on how to ship your item back to us. We will provide you with a returns QR code, after which you will be responsible for returning your item. Upon receiving and inspecting the returned item, we will notify you of the outcome. If approved, your refund or exchange will be processed within 7-10 business days.
International postage costs apply to all items ordered internationally. Please also note that international customs duties and sales taxes may occur are the responsibility of the customer. If you made an order and you have not received your products or refused the delivery due to these taxes, no refund will be made for these orders.
To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Sale/Offer items (if applicable): Only regular priced items may be returned/refunded, unfortunately sale items cannot be returned/refunded. Please keep also in mind that our 3 for 2 offer and Bundles, any purchase completed by using any discount code are considered as Sale/Offer. The exception that applies to returning an item within our 3 for 2 offer is that should one of the three items be returned and your refund is approved, you will be refunded for the remainder of the cost of the order total after the r=items you choose to keep has been calculated. (For example, should your order look like this; 1x bracelet-£29.99, 1x Bangle-£34.99, 1x Necklace-£29.99 -- and you return your £29.99 necklace, it will cancel out your offer and your order total will amount to only the cost of the remaining items, which you will be charged for and your return will be calculated after what you choose to keep has been paid for.) Please note you will not be able to return a pair of earrings regardless of whether they are part of an offer.
Refunds will be issued to the original payment method used at the time of purchase. However, please be aware that the original shipping costs are non-refundable and will be deducted from the refund amount. If your item was received as a gift, refunds will be processed back to the original purchaser. Exchanges, on the other hand, can be made for another item of equal or lesser value. In the event of a price difference, any remaining balance will be credited to the purchaser.
Exchanges are available for customers who wish to replace their item with a different size or style, provided the returned item is in its original, unused condition. It is important to initiate an exchange request within the same 14-day period from the date of delivery. Our Customer Service team will assist you in determining the availability of stock for your desired exchange item and guide you through the next steps.
We reserve the right to decline any return or exchange if the item does not meet our policy criteria. If a return is deemed ineligible (e.g., due to visible wear, damage, or submission outside the return window), we will notify you promptly. You will have the option to have the item shipped back to you at your expense. If you have any questions or need assistance with the return or exchange process, please do not hesitate to contact us. You can reach our Customer Service team via email at hello@polemastore.com. Alternatively, you can contact us on our Instagram page @polemastore. Please note that as we are a small business, we operate from a home office and returns can only be processed after communication with our customer services team.
At Polema, we strive to make every purchase a delightful experience. We hope this policy provides clarity and peace of mind while ensuring the quality and integrity of our jewellery collection for all our customers. Thank you for choosing us, and we look forward to serving you again in the future!