Refund policy

Please note these items is non-refundable, across the industry.

Our stock is imported, and not manufactured by Pole Soul UK Ltd, we are only retailers of this product. We therefore cannot take responsibility for any variations in product manufacturing. 

RETURNS

You can login to your Pole Soul UK account and process returns now. The login button should be located in the top right corner.

You cannot request a return by replying to your order confirmation emails; these are sent from an unmonitored account, and your message will not go anywhere.

RETURN POLICY

We operate a 14 day return policy. We must receive your item(s) within 14 days of you receiving your original order. If your item(s) reach us after 14 days since your original purchase date, unfortunately we can’t offer you a refund or exchange. If your original purchase received free shipping we will send your first exchange item(s) for free. Any subsequent exchanges will have shipping charged to the customer.

To be eligible for a return or exchange, your item(s) must be unused, and in the same condition that you received it. It must also be in the original packaging. Item(s) must be unworn, unwashed and all tags (if applicable) still attached.

If you received a promotional item alongside your purchased item this must also be returned unused and in the original packaging. If this item is not returned in this condition the promotional item price will be deducted from your return amount.

All items must be tried on with underwear. If your item comes with a hygiene sticker this must not be removed and still be in place for a return to be accepted. Please ensure the item(s) is not damaged by the transfer of make-up or deodorants.

We have a very thorough checking procedure for returns/exchanges. If your item(s) do not meet the conditions stated within this policy we will email a declined return or exchange notification and return the item(s) to you on an economy postal service at our expense.

Please make sure to include a note with your order number, so we know what order the returned/exchanged items are coming from. 

The customer is responsible for the item(s) until they are signed for at Pole Soul UK LTD. For this reason we would advise a tracked service with a proof of posting (retained by you) in the unlikely event of loss.

Pole Soul UK Ltd will not consider requests for partial refunds. No refunds will be issued without the safe return of the item.

Returns that do not meet these conditions will be rejected.

You will be responsible for paying the shipping costs for returning your item to Pole Soul UK LTD. Shipping costs are non-refundable unless the item is damaged, faulty or an administrative error has occurred on our behalf.

If you are returning an item to us from outside the UK. You must write ‘returned goods’ and mark zero value with customs. If we receive a customs payment request we can not be held liable for incorrect customs charges your package will be rejected and returned to sender. Customs charges are due on items from supplier to consumer - not consumer to supplier.

We aim to process your returned item(s) within 72 hours upon receipt.

REFUNDS (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item this will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, the refund will be applied to your original method of payment. A 10% fee is removed from your return due to admin fees and charges to Pole Soul UK LTD for your order (card processing fees/PayPal fees ect). Please allow 5 working days for your refund to appear in your account before contacting us.

RETURNS (Due to refusal at delivery, no collection from your delivery office or unpaid customs.)

If your order is returned to us via the above reasons we will issue a 90% refund of the products. Postage will not be refunded. A 10% fee is removed from your return due to waste in packaging and charges to Pole Soul UK LTD for the return of the order. If you wish to still receive the items, postage will be charged again.

EXCHANGES

We are able to exchange your item if it does not fit. Please make sure you check our size guide before purchasing.

If you need to exchange an item, please send it back unworn and unwashed. While we understand you may need to try garments on, please ensure all items are tried on over underwear and are not damaged by the transfer of make-up or deodorant. Item(s) must be unworn and unwashed with all tags still attached. We do not exchange items that have been worn, washed or soiled.

If we do not have the size required in stock you will receive store credit to the amount of the item.

Please contact us at polesouluk@gmail.com for details on where to post your product back to. All items must be posed back via tracked postage service. Once the returned item(s) have been inspected and accepted for exchange, we will send a dispatch confirmation of the new requested item. If the new item(s) requested are more expensive we will contact you for the difference in price. 

We do not cover the cost of shipping goods back to us. All items must be received within 14 days of exchange being confirmed.

UK EXCHANGES

First exchange is free. For all other exchanges we will invoice you for the same price as your original shipping method and ship your exchange as soon as payment has been made, and original items have been received.

NON UK EXCHANGES

We will invoice you for the same price as your original shipping method and ship your exchange as soon as payment has been made, and original items have been recieved. 

FAULTY ITEMS

In the unlikely event that there is a problem with your order, and you think you have a faulty item please contact us immediately at polesouluk@gmail.com.

All enquiries must be made within 2 weeks of purchase. Anything after this will not be accepted. You will be asked to email video/photo evidence. A member of our team will review this and be in touch within 3 working days to let you know how to proceed. Any item that needs to be returned to us must be posted back via tracked postage.

If the item returned to us is found to not be faulty you will be offered store credit only. All items must be received within 14 working days of confirmation of returning item to use being confirmed.

Please note we are only able to offer returns on products manufactured by Pole Soul UK Ltd. Any product that isn't produced by us and Pole Soul UK Ltd is a retailer for, we are unable to offer a refund for.

RESPECTFUL COMMUNICATIONS POLICY

We are committed to providing a safe and respectful environment for our team. Any form of threatening, abusive, or aggressive behaviour towards our staff will not be tolerated. We reserve the right to refuse communication or service to anyone engaging in such conduct. Ensuring the wellbeing and safety of our team is a priority, and we will take appropriate action to protect our staff from any form of harassment or intimidation.