Refund policy
RETURNS & REFUND POLICY
Last updated: August 17, 2026
We want every POLE™ order to arrive as expected.
If you need to return an item, please read the conditions below before sending anything back.
RETURNS
If you are a consumer located in the European Union, you generally have the right to withdraw from your online purchase within 14 days of receiving your order, without giving a reason.
To request a return, contact:
Please include your order number and the item(s) you wish to return.
After notifying us of your decision to withdraw, you must return the goods within the period required by applicable law.
Customers outside the European Union may have different return rights depending on their country. Any mandatory consumer rights applicable in your country remain unaffected.
RETURN CONDITIONS
Returned items should be:
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unworn, except as reasonably necessary to check fit;
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unwashed;
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returned with original tags and packaging where reasonably possible;
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free from damage, stains, odours or alterations caused after delivery.
You may inspect and try on a product in the same way you reasonably would in a physical store.
Where permitted by applicable law, we may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and fit of the product.
RETURN SHIPPING COSTS
For returns resulting from a change of mind, preference or incorrect size selection, the direct cost of returning the item is borne by the customer, unless otherwise stated by POLE™.
We strongly recommend using a tracked shipping method.
POLE™ is not responsible for a returned parcel before it is received by us, except where applicable law provides otherwise.
If you receive an incorrect, defective or damaged product, please contact us before returning it. Different rules may apply and, where required by law, POLE™ will bear the appropriate return or replacement costs.
REFUNDS
Once the return has been received and assessed, we will process the applicable refund in accordance with applicable law.
Refunds will normally be issued to the original payment method.
For EU consumers exercising the statutory right of withdrawal, the refund generally includes:
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the price paid for the returned products; and
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the cost of the least expensive standard delivery method offered for the original order.
If you selected a more expensive delivery method, such as express shipping, the additional delivery cost does not have to be refunded where permitted by law.
Where permitted, we may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Banks, card issuers, PayPal and other payment providers may require additional processing time before the refund appears in your account.
SIZE CHANGES
Because some POLE™ releases are produced or sold in limited quantities, we cannot guarantee direct size exchanges.
Our standard process is:
Return → Refund → New Order
If you need another size, return the original item in accordance with this policy and place a new order for the desired size if it is still available.
We cannot reserve replacement sizes while a return is in transit.
LIMITED & SOLD-OUT PRODUCTS
Some POLE™ products may be released in limited quantities.
Returning a limited product does not guarantee that another size, colour or replacement will remain available.
A product becoming sold out after your purchase does not affect your statutory return or consumer rights.
PRE-ORDERS
Products sold on pre-order are subject to the same mandatory consumer rights applicable to other online purchases unless a lawful exception applies.
The fact that a product was manufactured, reserved or supplied as part of a pre-order does not by itself remove a consumer's statutory right of withdrawal.
Specific estimated production and shipping information for pre-order products will be displayed on the relevant product page where applicable.
DEFECTIVE, DAMAGED OR INCORRECT ITEMS
If your order arrives:
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defective;
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damaged;
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materially different from what was ordered; or
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with an incorrect item,
contact us at:
Please include your order number, a description of the issue and, where reasonably necessary, photographs showing the problem.
Do not send a defective or incorrect item back before receiving return instructions from us.
We will assess the issue and provide the remedy required under applicable consumer law, which may include repair, replacement, price reduction or refund depending on the circumstances and applicable law.
This section is separate from returns made simply because you changed your mind.
NON-RETURNABLE ITEMS
Certain products may be excluded from the right of withdrawal where a specific exception under applicable law applies.
Any applicable exclusion will be clearly communicated before purchase where required.
A product being described as limited edition, limited stock, drop-only or pre-order does not, by itself, make it non-returnable.
ORDER CANCELLATIONS
Once an order has been placed, we do not guarantee that it can be cancelled before fulfilment.
If you contact us before shipment, we may be able to cancel the order, but this depends on its processing status.
This does not affect any mandatory statutory right of withdrawal or other consumer rights that apply to you.
INTERNATIONAL RETURNS
POLE™ sells internationally.
Customers outside the European Union may be entitled to different rights under the laws applicable in their country.
Customs duties, import taxes and charges paid directly to customs authorities or third parties are generally outside POLE™'s control and may not be refundable by us.
Customers are responsible for correctly completing any documentation required for an international return.
Nothing in this policy limits consumer rights that cannot lawfully be excluded.
CONTACT
For returns, refunds or problems with an order:
POLE™
Via San Biagio
Fossalta di Portogruaro (VE)
Italy
VAT No.: IT04759780275
Email: founder@pole-engine.com
