Returns and Exchanges

Returns

We want you to shop with confidence. That is why we are happy to offer a full refund or exchange if you are not 100 percent happy with your purchase, provided that you return it in accordance with our terms within 28 days along with proof of purchase. 

  1. If you wish to make a return, you will need notify us here. You will then have to complete a returns form, which you can access once you notify us of your return. Before completing the form, please read the terms below.

  2. Goods must be returned in their original packaging, with their labels /tags still attached and in a saleable condition, unwashed and unused.

  3. In some instances, we are unable to offer refunds or exchanges such as in the case of personalised or bespoke products. This does not affect your statutory rights.

    As a guideline, the following examples are not covered by our returns policy:
    a) Made to measure, altered, or personalised products
    b) Made to order products

  4. Where promotions have been applied, discounts will be applied to each item in the basket. In the event of a return, you will only be refunded the amount paid excluding any discount. If the order contained a free promotional gift, the gift must be included with the return of any related items.

  5. Gifted products can only be refunded to the original purchaser or a credit note can be provided to the gift recipient.


  6. We do not offer a free returns service. All returns are at your cost. If you have ordered from the UK and the value of your item(s) you are returning is over £250, we advise you to use a courier service. If you are returning via Royal Mail, we advise you to select a tracked service.
  7. As an international customer you can return your parcel using any postal service. We advise that you choose a tracked service. Your parcel will need to arrive at our UK return address within 28 days of your return request. We cannot refund any taxes, duties, charges or delivery costs which you may have incurred during placing and delivery of your order. When returning your order to us, you will have to complete a customs declaration form. Please ensure you specify that the item/s is/are RETURNED GOODS.

  8. If the goods are not correctly declared as RETURNED GOODS, UK customs may raise charges upon entry into the UK, in which case we will deduct those charges from any refund to be made to you. Goods returned to us that do not comply with these terms may be returned to you at our option.

  9. Please note proof of postage does not mean proof of delivery. Please obtain proof of postage from the Post Office or the air waybill reference of your courier in case your package fails to reach us.
  10. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.

  11. Once we have received your items you will receive a confirmation email. A refund will be issued to your original payment method within 5 days. Orders paid for by Gift Card will be refunded to an eVoucher.

  12. We will endeavour to process your return on the day we receive your parcel however, under some circumstances this could take up to 14 days. When the return is processed you will receive an email confirming your refund. It will usually take 5 days from receipt of the email for your account to be credited, however some payment providers and payment types can take up to 14 days to credit your account.

  13. For further details about our refund policy please refer to our Terms and Conditions. If you wish to make a return, you will need notify us here. You will then have to complete a returns form, which you can access once you notify us of your return. Before completing the form, please read the terms below.
 

Exchanges

As soon as you’ve decided you’d like to exchange or return, you have 28 days from the date you received your order.

  1. Exchanges can be made on a like-for-like basis, this means an exchange for a different size or colour of the same product. Alternatively, if you wish to exchange the returned product for another product in our range, the value of the returned product will be applied in part against the price of the new product.

     

  2. It is not always possible to offer you an exchange on a like for like basis as we may not have the stock or the product may have been discontinued. In this case we will offer a refund for the product purchased.
  3. For all exchanges, you will need to create a RETURN FORM. Upon receipt of the item/s in accordance with our return instructions, we will issue a store credit refund (coupon) and you will be able to place a new order.

For ALL exchanges and returns you must complete the return form here and follow the instructions. 

If you need assistance with your return or exchange please contact us at customerservice@onpolo.com or call us on +44797672904

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