Refund & Returns Policy

Refund Policy

Return & Refund Policy

At Pola, we strive to ensure that every order arrives in excellent condition. Please review our Return & Refund Policy carefully before making a purchase.

Refund Policy

We only accept refund requests under the following circumstances:

  •  The item received is defective or damaged
  • The incorrect item was sent

Eligibility Requirements

To be eligible for a refund, customers must:

  •  Submit their request within 5 days of receiving the parcel
  • Provide clear photo evidence of the issue
  • Return the item in its original condition, unworn, unused, unwashed, and with all original tags attached
  • Provide proof of purchase upon request

Refunds will be processed within 7–14 business days after the returned item has been received and inspected.

For cases where the error is on our side (defective or incorrect items), customers may choose one of the following:

  • A full refund
  • A replacement item (subject to stock availability)
  • A coupon code of equivalent value for future purchases

For all other approved cases, refunds will be issued in the form of a coupon code only.

Non-Refundable Items

The following items are not eligible for refunds, returns, or replacements unless the item received is defective or incorrect:

  • Pre-order items
  • Sale items
  • Discounted items
  • Promotional items

Original shipping fees are non-refundable.

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Return Policy

We only accept returns under the following circumstances:

  •  Defective or damaged items
  • Incorrect items sent

Non-Eligible Return & Exchange Reasons

We do not accept returns, refunds, replacements, or exchanges for:

  • Change of mind
  • Personal preference regarding colour or design
  • Requests to switch to a different colour, design, or collection
  • Incorrect purchases made by the customer
  • Slight colour differences due to lighting, photography, or screen display settings
  • Delays caused by courier services after dispatch

Return Request Process

To request a return, please contact us within 5 days of receiving your parcel via:

shop@polaa.my

Please include:

  •  Your order number
  • Clear photos of the item
  •  A brief description of the issue

Once your request has been reviewed and approved, return instructions will be provided.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (defective or incorrect item).

For approved returns resulting from our error, the return shipping cost will be reimbursed or arranged by us.

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Customer Support

For orders and shopping-related enquiries, please contact:

shop@polaa.my

We are happy to assist with:

  •  Order status
  • Product enquiries
  • Returns and refunds
  • General purchasing assistance

Pola reserves the right to refuse any return, refund, replacement, or exchange request that does not meet the conditions outlined in this policy.