Shipping and Return Policy
Retail shipping and return policy
Shipping Policy
Free Shipping
We offer free standard shipping for orders over $120 (including GST).
Standard Shipping
Orders below $120 (including GST) will incur a $15 shipping fee.
Regional Areas
Additional shipping charges may apply for deliveries to regional areas.
Delivery Time
- Orders within metro locations of Sydney, Melbourne, and Brisbane are typically delivered within 3 business days.
- Regional deliveries may take up to 7 business days.
PO Box Deliveries
We are unable to deliver to PO Boxes. Please provide a physical address when placing your order.
Return Policy
Return Notification
If you wish to return an item, you must contact us within 14 business days from the date of receiving your goods. After this period, any discrepancies from the product specifications or descriptions will be considered accepted.
Return Authorisation
All returns must be approved by our customer service team. Please contact us at info@polonesupply.com.
If approved, we will send you a Return Authorisation Form, which must be included in the returned package.
Return Conditions
- Items must be in their original condition and packaging.
- Products should be unworn, undamaged, and in resalable condition. If items are returned in a different condition, they will be sent back at your expense.
- Return items must be received by us within 7 days after receiving Return Authorisation. If returned after this period, the items will be sent back at your cost.
Return Processing
Once we receive your return, processing can take up to 28 days, excluding shipping costs.
Refunds & Fees
- Original shipping fees will not be refunded.
- Customers are responsible for paying for the return shipping.
- Refunds will be provided in the form of a gift card for use on future purchases.
Exchanges
For a quicker exchange, we suggest placing a new order.
Faulty or Incorrect Items
Faulty or Incorrect Items
You must inform us of any faulty or incorrect items within 7 business days of receiving your order.
Please provide a photo showing the issue or details of the incorrect item.
A product will not be considered faulty if it shows signs of normal wear and tear, misuse, failure to follow care instructions, or lack of proper care.
Wholesale/bulk order shipping and return
Shipping and Return Policy
Return Notification
If you wish to return an item, you must contact us within 60 days from the date of receiving your goods. After this period, any discrepancies from the product specifications or descriptions will be considered accepted.
Return Authorisation
All returns must be approved by our customer service team. Please contact us at info@polonesupply.com.
If approved, we will send you a Return Authorisation Form, which must be included in the returned package.
Return Shipping Costs
- Customers will be responsible for the return shipping costs for any approved returns. Please ensure that returns are shipped with the appropriate tracking to avoid any complications.
Return Conditions
- Items must be in their original condition and packaging.
- Products should be unworn, undamaged, and in resalable condition. If items are returned in a different condition, they will be sent back at your expense.
- Return items must be received by us within 14 days after receiving Return Authorisation. If returned after this period, the items will be sent back at your cost.
Return Processing
Once we receive your return, processing can take up to 28 days, excluding shipping costs.
Restocking Fee
- All wholesale orders are subject to a minimum $20 restocking fee for returns.
- For orders over $200, a 10% restocking fee will apply. This fee covers the time spent on counting the goods, checking for marks, re-folding, and returning each item to the appropriate warehouse location.
Important Information
- Return Timeframe: Any order returned after 60 days will be sent back to the customer at their own expense. Please ensure that you check your order promptly to avoid incurring additional charges.
Refunds & Customised Products
- Refunds: Polone only accepts returns for blank products. Customised products, including those with your brand’s logo, prints, or decorations, are non-refundable.
Inspection Responsibility
- Customers are responsible for inspecting goods before any embellishment, printing, or decoration. Merchandise that has been printed, washed, dyed, relabelled, or decorated is non-returnable.
- To avoid issues, we highly recommend that you inspect all orders before sending them directly to your printer. We also suggest ordering Polone sample products before placing your final order, to ensure that the products meet your quality standards.
Order Verification
- Please ensure that your invoice is accurate before proceeding with printing. If you are shipping orders directly to your printer, please ensure they verify the order against the packing slip, as we cannot guarantee complete accuracy and picking errors can occur.
- If any errors are identified before the order is printed, we can rectify the issue. However, once the goods have been printed or customised, no exchanges or returns will be accepted.