Refund policy
Polendo Design Return and Refund Policy
Last updated: May 2026
At Polendo Design, we want every order to arrive correctly and in good condition. Because our store includes made-to-order products and third-party market items, return eligibility depends on the product type and the reason for the request.
Made-to-Order Polendo Design Items
Many Polendo Design products are made to order through fulfillment partners such as Printful. These items are produced specifically after an order is placed.
Because made-to-order items are custom produced, we generally cannot accept returns or exchanges for customer change-of-mind reasons, including:
Wrong size selected
Wrong color selected
Wrong item ordered
No longer wanting the item
Buyer’s remorse
Personal preference after delivery
Please review product details, size charts, colors, product images, processing times, and shipping information before placing your order.
Damaged, Defective, Misprinted, or Incorrect Items
If your made-to-order item arrives damaged, defective, misprinted, or incorrect, contact us within 30 days of receiving the product.
Please include:
Your order number
Photos of the item
Photos of the packaging
A clear description of the issue
If the issue is approved, we may offer a replacement, reprint, store credit, or refund depending on the situation.
Lost-in-Transit Packages
If your order appears lost in transit, contact us within 30 days of the estimated delivery date.
We will review the tracking information and work with the fulfillment partner or carrier when possible.
Packages Marked Delivered
If tracking shows that your package was delivered but you did not receive it, contact us within 7 days of the delivery scan.
We may ask you to confirm your shipping address, check with household members or neighbors, contact the local carrier, and verify delivery details.
Polendo Design Market Items
Polendo Design Market items may be fulfilled by third-party suppliers through platforms such as Modalyst.
For eligible non-defective Market items, return requests must be made within 14 days of receiving the item. Items must be unused, unworn, undamaged, unwashed, and returned with original packaging and tags when applicable.
Customers are generally responsible for return shipping costs unless the item arrived damaged, defective, incorrect, or the supplier approves otherwise.
Do not send any item back until we confirm the correct return instructions and return address. Return addresses may vary by supplier.
Damaged, Defective, or Incorrect Market Items
If a Polendo Design Market item arrives damaged, defective, or incorrect, contact us as soon as possible.
Some supplier issue windows may be shorter than standard return windows, so please report damaged, defective, or incorrect Market items within 5 days of delivery when possible.
Please include:
Your order number
Photos of the item
Photos of the packaging
A clear description of the issue
We will review the issue and work with the supplier when possible.
Non-Returnable Items
The following items are generally not eligible for return:
Made-to-order products without a defect or fulfillment error
Personalized or customized products
Final sale or clearance items
Used, worn, washed, damaged, or altered items
Items without original packaging or proof of purchase
Items returned without approval
Items sent to the wrong return address
Items returned after the eligible return window
Exchanges
We generally do not offer automatic exchanges for made-to-order products unless the item arrived damaged, defective, misprinted, or incorrect.
For eligible Polendo Design Market items, exchanges depend on supplier availability and approval.
Refund Processing
Approved refunds are issued to the original payment method when possible.
After a return is received and approved, refunds are typically processed within 7–10 business days. Your bank or payment provider may take additional time to post the refund.
Original shipping charges may be non-refundable unless the issue was caused by a fulfillment error, damaged item, defective item, incorrect item, or supplier-approved exception.
Return Shipping
Customers are generally responsible for return shipping costs unless the return is due to a damaged, defective, incorrect, or fulfillment-error item.
Return shipping costs are non-refundable unless otherwise approved.
We are not responsible for returns lost in transit. We recommend using a trackable shipping method when returning approved items.
Unauthorized Returns
Do not send any item back without contacting us first.
Unauthorized returns may not be accepted, refunded, or returned to the customer.
How to Start a Return or Issue Request
Contact us before returning any item.
Email:
hello@polendodesign.com
If you have trouble reaching us there, you may also contact:
polendodesign@gmail.com
Please include:
Your name
Order number
Product name
Reason for request
Photos if the item is damaged, defective, incorrect, or misprinted
Website:
polendodesign.com
