Polecase Returns & Exchanges Policy

 

We hope you like your Polecase product, but if it doesn't fit, we offer a convenient return service. Our return policy is designed to give you peace of mind.

Order Processing & Cancellation

Order Processing Time: 1-3 business days after purchase.

Order Cancellation Conditions:

Unshipped Orders: You can cancel your order at any time if it hasn't shipped yet. Please contact us as soon as possible, and we will do our best to assist you before your order ships.

Shipped Orders: Once your order status shows "Shipped," it cannot be cancelled. In this case, please wait for the package to arrive and then submit a return request according to our return policy. If you have any questions or need assistance, please click "Submit Support Request."

30-Day Return Policy

Orders purchased through the Polecase official website can be returned within 30 days of receipt by contacting support@polecase.com and providing proof of purchase.

1. To qualify for a return, your item must be in brand new, unused condition and in its original packaging.

2. Refunds for discounted items are only the discounted price.

3. Refunds must include all items the buyer wishes to return.

4. Gifts must be returned with the order.

Return Shipping Costs

For returns due to product defects or manufacturing issues, Polecase will cover return shipping costs.

For returns due to non-quality issues (e.g., changing your mind, choosing the wrong size/color), the customer is responsible for all return shipping costs. Specific costs depend on the courier company you choose.

Note: Please do not use collect on delivery (COD) or return items to the original return address without authorization. We will provide you with a return warehouse address after your return request is approved.

If your package or item arrives damaged, you must submit a support request immediately or within 3 days of receiving the item to file a claim. Please retain all packaging materials unless otherwise instructed by Polecase.

30-Day Exchange Policy

We are happy to process exchanges for you within 30 days of receiving the item. The item must be returned to us in its original packaging, undamaged. For any questions, please contact support@polecase.com.

To return the original item, please initiate the return process within 7 days of receiving the item. Return shipping costs are the responsibility of the customer. Additionally, the customer is responsible for the shipping costs of a replacement item.

We will process your refund within 7 business days of receiving the returned item.

Important Notes: Customers must use a trackable logistics service for returns and assume all shipping risks during the return process. Please note that we cannot guarantee receipt of returned items, and we are not responsible for any lost or undelivered return packages. For high-value items exceeding $75, we recommend purchasing shipping insurance in case of loss in transit. We will not be able to process refunds for returns we have not actually received. This policy applies to all returns, regardless of the reason for return.

Refunds

We will confirm receipt and inspection of the returned item via email.

Approved refunds will be credited to the original payment account within 7 business days. Refunds typically arrive within 7 business days (actual arrival time depends on bank processing speed).

If you have not received your refund after 14 business days, please click to submit a support request for assistance.

Returns that are not in their original condition (damaged/used/altered) (including the product and its packaging) will not be refunded or will only receive a partial refund (subject to adjustment based on the condition of the product).