Refund policy

Returns and Refund Policy

All Poli Roam products are made to order. Because each item is produced specifically for your order, we don’t accept returns or exchanges for choosing the wrong size or color, buyer’s remorse, or a change of mind.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, misprinted, or incorrect, contact us at hello@poliroam.com within 30 days of delivery.

Include:

Your order number
A description of the issue
Clear, well-lit photos showing the item and problem

If the claim is eligible, Poli Roam will submit it to our fulfillment provider and arrange an approved replacement or refund. You don’t need to contact our fulfillment provider directly.

Packages lost in transit

If tracking indicates that your package may be lost, contact us at hello@poliroam.com. We’ll investigate with the carrier and fulfillment provider. A replacement or refund may be issued if the package is confirmed lost.

Ordinary carrier delays aren’t considered lost packages and aren’t eligible for a refund while the shipment is still in transit.

Incorrect addresses and unclaimed packages

Customers are responsible for providing a complete and accurate shipping address. Orders that can’t be delivered because of an incorrect or incomplete address, refused delivery, or failure to claim the package aren’t eligible for a free replacement or refund. Additional production or shipping costs may apply.

Returns

Please don’t return an item to the address shown on its package. Physical returns of damaged or defective products are generally not required.

Don’t send an item back without contacting us first. Unauthorized returns may not be accepted. If a physical return is required, we’ll provide the correct instructions and return address after approving the request.

Cancellations and order changes

Production may begin shortly after an order is placed, so cancellations and changes aren’t guaranteed. Contact us as soon as possible at hello@poliroam.com. If production hasn’t started, we’ll try to accommodate your request.

Refunds

Approved refunds are issued to the original payment method. After we process a refund, your bank or card provider may require additional time to post it to your account.