Refund policy

Return and Refund Policy
Last updated: February 2026

At POLÈNE, we want you to be completely satisfied with your purchase. If for any reason you are not entirely happy with your order, we are here to help resolve the situation quickly and efficiently.

1. Returns and Refunds
You can return most items within 60 days of delivery for a full refund or exchange. For the return to be accepted, the product must be unused, in its original condition, with all tags attached, and in its original packaging. To initiate a return, please contact our support team via email at support@bagspolene.com and provide your order number.

2. Refund Process
Refunds will be credited back to the original payment method used at checkout. After we receive and inspect the returned item, please allow 5 to 10 business days for the refund to be fully processed. Original shipping costs are non-refundable unless the return is due to an error on our part (e.g., incorrect or defective item). The customer bears the return shipping costs, except in cases where the item was damaged or incorrectly delivered.

3. Exceptions (Non-refundable Items)
Certain types of items cannot be returned:

• Personalized or custom-made products.
• Gift cards and digital vouchers.
• Items explicitly marked as "Final Sale".

4. Defective, Damaged, or Incorrect Items
If you have received a damaged, defective, or incorrect item, please contact us immediately via email at support@bagspolene.com and send us photos of the issue. In these cases, we will fully cover the return shipping costs and arrange a free replacement or a full refund.