Returns
30 days to return
You have 30 days from delivery to return your order for a full refund. This period is made up of two parts:
- Days 1–14: your statutory right of withdrawal. You may withdraw from your purchase without giving any reason. The period expires 14 days after the day on which you, or a person you name other than the carrier, receive the goods; if your order arrives in several parcels, it runs from the day you receive the last one.
- Days 15–30: our voluntary return promise. On top of your statutory right, we accept returns up to 30 days after delivery, provided the piece is unused and returned with its dust bag, box and tags. Returns under this promise follow the same steps and refund terms as below. This promise does not limit your statutory rights.
How to withdraw
Send us a clear statement that you wish to withdraw — by e-mail to support@poelle.com or by post to POELLE POLSKA sp. z o.o., ul. Hugona Kołłątaja 3/15, 20-006 Lublin, Poland. You may use the model withdrawal form below, but you don't have to. To meet the deadline, it is enough to send your statement before the withdrawal period expires.
We will confirm receipt without delay. Please send the goods to our warehouse in Poland: NEO EXPRESS sp. z o.o., ul. Przemysłowa 13A, 35-105 Rzeszów, Poland.
Returning the piece
Please send the piece back without undue delay and no later than 14 days after you have told us you are withdrawing. The deadline is met if you send it before the 14 days are up.
You bear the direct cost of returning the piece. If your piece is faulty or not what you ordered, we cover shipping both ways.
Please return the piece complete, with its dust bag, box and tags. You may examine it as you would in a shop. You are only liable for any loss in value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
Refunds
We refund all payments received from you, including the standard delivery cost, as soon as your return reaches us — and in any case no later than 14 days from the day we receive your withdrawal statement. We use the same means of payment you used for the original purchase, unless you expressly agree otherwise; you will not incur any fees for the refund. We may withhold the refund until we have received the piece back or you have supplied proof of having sent it, whichever is earlier.
Exchanges
The quickest way to exchange is to return your piece and place a new order for the one you'd like.
Exceptions
The right of withdrawal does not apply to pieces made to your individual specifications or clearly personalized for you.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: POELLE POLSKA sp. z o.o., ul. Hugona Kołłątaja 3/15, 20-006 Lublin, Poland, e-mail: support@poelle.com
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
— Ordered on (*) / received on (*):
— Order number:
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is sent on paper):
— Date:
(*) Delete as appropriate.
Complaints and your statutory rights
As the seller, we are liable for any lack of conformity of the goods with the contract that becomes apparent within 2 years of delivery. If your piece is faulty or not what you ordered, you may ask us to repair or replace it; where the law allows, you may also ask for a price reduction or withdraw from the contract.
To make a complaint, e-mail support@poelle.com with your order number, a description of the issue and, if possible, photos or a short video. We respond to every complaint within 14 days. If the piece needs to come back to us, we cover the shipping.
If we can't resolve a complaint together, you may seek free help from a municipal or district consumer ombudsman (rzecznik konsumentów) or the Provincial Inspectorate of Trade Inspection (Wojewódzki Inspektorat Inspekcji Handlowej) in Poland. Consumers in other EU countries can also contact the European Consumer Centre in their country.
1-year Poelle guarantee
In addition to your statutory rights, every Poelle piece comes with a 1-year Poelle guarantee from the day of delivery. It covers manufacturing defects in seams, hardware, construction, lining and material that appear with normal use. Depending on the issue, we will repair the piece in our atelier or replace it, free of charge; if the defect is ours, we also cover shipping. The guarantee doesn't cover damage from accidents, misuse, water or improper storage, or natural wear — soft signs of wear at the corners are the nature of natural leather, not a defect.
The Poelle guarantee does not exclude, limit or suspend your statutory rights. We don't offer paid repairs, including after the guarantee ends, and we don't repair pieces from other brands.
Contact
POELLE POLSKA sp. z o.o., ul. Hugona Kołłątaja 3/15, 20-006 Lublin, Poland. NIP 7123486707 · KRS 0001147619 · REGON 540583130. E-mail: support@poelle.com.
