Returns & Refunds
We want you to love every purchase. If something is not right, our return process is free, fast, and hassle-free.
Last updated: June 2025
15-Day Returns
Return any unused item within 15 days of delivery, no questions asked.
Refund in 5–7 Days
Refunds are processed within 5–7 business days once we receive your return.
Original Payment Method
Refunds go back to the card or account used at purchase — no store credit imposed.
Your EU Consumer Rights
Under EU Directive 2011/83/EU (Consumer Rights Directive), you have a statutory right to withdraw from any online purchase within 14 calendar days of receiving your order, without giving any reason. Our policy extends this to 15 days for your convenience. This does not affect any statutory rights you may have under applicable national law.
Return Eligibility
To be eligible for a return, your item must meet all of the following conditions:
- Returned within 15 calendar days of the delivery date
- Unworn, unwashed, and unused — in its original condition
- Original tags attached and packaging included
- Not a final-sale item (sale items marked as non-returnable at checkout)
- Not inner/underwear or swimwear for hygiene reasons, unless faulty
How to Initiate a Return
- 01
Contact us
Email support@thepolopoint.com or use our Contact page within 15 days of delivery. Include your order number and the item(s) you wish to return.
- 02
Receive instructions
We will send you a prepaid return label (for EU orders) or return instructions within 1 business day.
- 03
Pack and post
Pack the item securely in its original packaging and drop it off at the designated carrier location.
- 04
Refund processed
Once we receive and inspect your return (usually within 2 business days), your refund will be issued to your original payment method within 5–7 business days.
Exchanges
We offer free size and colour exchanges on all full-price items within 15 days of delivery. To exchange, initiate a return as described above and specify the replacement size or colour you need. We will dispatch the replacement once we receive your return.
If the requested size is out of stock, you will receive a full refund automatically.
Received a Faulty or Incorrect Item?
If you received a defective, damaged, or incorrect item, please contact us within 48 hours of delivery with a photo of the issue. We will arrange a free return and send a replacement or issue a full refund immediately — no waiting period required.
Non-Returnable Items
The following items cannot be returned unless they are faulty:
- Innerwear, underwear, and hosiery (for hygiene reasons)
- Items marked “Final Sale” or “Non-Returnable” at the time of purchase
- Items that have been worn, washed, altered, or damaged by the customer
- Items returned without original tags or packaging
Refund Timeline
| Stage | Timeframe |
|---|---|
| Return received & inspected | 1–2 business days after delivery to us |
| Refund initiated | Within 5–7 business days of inspection |
| Appears on your statement | Depends on your bank — typically 3–5 additional days |
If you have not received your refund after 14 business days, please contact your bank first. If the issue persists, email us at support@thepolopoint.com.
Need Help with a Return?
Our support team is available Monday–Saturday, 9:00–18:00 CET.
Contact Support