Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

Return Eligibility
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Unfortunately, we cannot accept returns on sale items or gift cards. You can always contact us for any return questions at info@polegekko.com. 

We reserve the right to refuse returns if they do not meet our returns conditions.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Photo/video evidence is required. We offer free return postage only if the items are faulty, and we will email you a return label for these items. 

 

Return Procedures 
To request a return, you can email info@polegekko.com with your name, order number, photo and details of the item you wish to return. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. All return shipping costs are payable by the customer unless the item is faulty. We will email you a return label for faulty items only. 

 

Once you have returned your item, you may choose to get your money back or exchange it for a new item:

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@polegekko.com. 

Exchanges
If you would like to exchange your item, the fastest and simplest way to get what you want is to make a separate purchase for the new item after you have successfully returned the old item.