Refund policy

Last updated: January 27, 2025

 

1. Return Policy

We offer a 14-day return policy, which means you have 14 days from the date you receive your order to initiate a return.

To be eligible for a return:

• The product must be in the same condition in which it was received, unused, with original tags, and in its original packaging.

• Proof of purchase, such as a receipt, is required.

 

2. How to initiate a return?

To start the return process, please contact us at: support@poelle-atelier.com.

Products should be sent to the following address:

NEO EXPRESS SP. Z.O.O.,

13-А, Przemyslowa street,

35-105, Rzeszow, Poland

 

Once your return is accepted, you will receive a shipping label and detailed instructions on how and where to send your package.

Note: Packages sent without prior return authorization will not be accepted.

If you have any questions regarding returns, please contact us at: support@poelle.com.

 

3. Damages and Issues

Please inspect your order upon receipt. If you notice any defects, damages, or if you received the wrong item, please contact us immediately so we can evaluate the issue and resolve it.

 

4. Exceptions to the Return Policy

Unfortunately, we do not accept returns on:

• Gift cards.

 

5. Exchanges

The fastest and easiest way to exchange a product is to return the original item and place a new order for the desired product once the return is accepted.

 

6. Right of Withdrawal in the EU

If the product was shipped to a country within the European Union, you have the right to withdraw from the contract within 14 days from the date you received the order, without giving any reason.

Return conditions:

• The product must be in the same condition, unused, with original tags and packaging.

• A receipt or proof of purchase is required.

To exercise your right of withdrawal, please contact us at: support@poelle.com and return the product to the specified address.

 

7. Refunds

Once we receive and inspect your returned product, we will notify you whether your refund has been approved or rejected.

If approved:

• The refund will be processed automatically to your original payment method within 10 business days.

Note: Your bank or credit card provider may require additional time to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at: support@poelle.com.