Returns & Exchanges Policy
Returns & Exchanges Policy
This Returns & Exchanges Policy applies to purchases made directly from https://polynae.com. By placing an order, you agree to this Policy.
1. Return Window
You must contact us within 30 days of the delivery date to request an eligible return or exchange. Requests submitted after this period may be denied.
2. Return Authorization Required
All returns and exchanges require prior authorization from us. Returns sent without authorization may be refused, returned to sender, or discarded without refund, to the extent permitted by law.
3. Eligibility Requirements
To be eligible for a return or exchange, the item must:
- have been purchased directly from https://polynae.com;
- be requested within the return window;
- be unused, unworn, unwashed, and in substantially original condition;
- include original packaging, tags, accessories, manuals, inserts, and any free gifts or bundled items that came with the purchase, where applicable;
- not show signs of damage, misuse, alteration, excessive handling, or wear not caused by us.
4. Non-Returnable Items
Unless prohibited by law or unless the item arrived damaged, defective, or incorrect, the following are not eligible for return or exchange:
- final sale or clearance items;
- gift cards;
- personalized, custom-made, or special-order items;
- perishable goods;
- intimate, sanitary, hygiene-sensitive, or personal-use items;
- digital products, downloadable products, or services already accessed or delivered;
- items marked non-returnable at the time of sale.
5. Damaged, Defective, or Incorrect Items
You must notify us within 7 days of delivery if an item arrives damaged, defective, or incorrect. We may require photos or videos of the item, packaging, shipping label, and any visible issue before approving a remedy.
If we confirm that the item was damaged, defective, or incorrect due to our error, we may, at our option, provide a replacement, exchange, store credit, or refund.
6. How to Start a Return or Exchange
To request a return or exchange, email hello@polynae.com and include:
- your full name;
- order number;
- item or items involved;
- reason for the request;
- photos or videos if the item is damaged, defective, incorrect, or otherwise relevant to the request.
If approved, we will provide further instructions. Approved items must be handed to the carrier within 10 days after authorization unless we specify a different period.
7. Return Shipping Costs
Unless the return is due to our verified error, the customer is responsible for return shipping costs. We may deduct return shipping charges, original shipping charges, restocking costs, payment processing losses not refunded to us, and other allowable amounts from the refund, to the extent permitted by law and disclosed at the time of return approval.
8. Exchanges
Exchanges are subject to product availability. We may limit exchanges to the same item in a different size, color, or replacement unit, or to an item of equal value. If the requested replacement is unavailable, we may offer store credit or a refund, at our discretion unless otherwise required by law.
9. Refund Processing
After the returned item is received and inspected, we will determine whether the return is approved. If approved, refunds will be issued to the original payment method unless otherwise agreed or required by law. Please allow 5 to 10 business days after approval for processing, plus any additional time required by your financial institution.
10. Partial Refunds and Bundles
If you purchased a bundle, discounted set, or promotion-based order, any refund may be adjusted to reflect the discount structure of the original transaction. If a required bundled item, free gift, or promotional item is not returned, we may reduce the refund by its assigned retail value or fair value, to the extent permitted by law.
11. Refused or Ineligible Returns
If a returned item does not meet this Policy, we may reject the return and either send the item back to you at your expense or dispose of it if return shipping is not paid promptly.
12. Chargebacks
If you have an issue with your order, contact us before initiating a chargeback. Filing a chargeback does not automatically entitle you to a refund under this Policy, and we reserve the right to present evidence to the payment processor and recover costs associated with improper chargebacks where permitted by law.
13. Contact Us
To start a return or exchange, contact:
hello@polynae.com
249 Broome Street New York, NY 10002