Refund policy

We offer a 14-day return policy, allowing you to request a return within 14 days of receiving your items. This period complies with the statutory right of withdrawal applicable in the European Union.

Returns must be initiated via your customer account in our self-serve Return Portal (or email if unavailable): https://shopify.com/89669828951/account 
Eligible items must be unused, unwashed, with tags, and in the original packaging. Proof of purchase may be required.

• If your item is eligible for a free return according to our suppliers’ policies, you’ll receive a prepaid shipping label and instructions.

• If not, return shipping costs are borne by the buyer unless the item is defective or incorrect.

• Return address and instructions will be provided after your request is accepted. Please do not send products before you receive authorization.

For damaged, defective, or incorrect items, please contact us immediately (photo proof required), and our team will help resolve your issue quickly.

Exceptions / non-returnable items
Certain products cannot be returned: personalized/personal care items, hygiene products, or sale/clearance items. For pole dance accessories, exceptions will be listed on each product page if applicable.

Exchanges
Please request a return first, and place a separate order for the desired replacement.

Refunds
Once we receive and inspect your return or review your claim, you’ll be notified of approval or refusal. Refunds are processed on your original payment method within 10 business days. If you have not received your refund after 15 business days, contact us at polematters@gmail.com.

FAQ

• For any return questions or special cases, contact us by email or visit our support section.

• International customers: Return conditions may vary depending on the suppliers. We strive for transparency and provide the best solution (refund, exchange, etc.) according to their policies.