REFUND & RETURN POLICY

RETURNS & REFUNDS

To return your order, please complete our Return Request Form.

You have 30 days from the date of delivery to return your item(s).
Returned items must be unused, in perfect condition, and in their original packaging.
Grips, gift cards, downloadable products, and certain care products are non-refundable.

Please include proof of purchase inside your return parcel.

Please do not send your return directly to the manufacturer.

We reserve the right to refuse a refund or to issue only a partial refund in the following cases:

In certain situations, only partial refunds may be granted, including:

Books showing obvious signs of use;
Any item not in its original condition, damaged, or missing parts for reasons not due to our error;
Any item returned more than 30 days after delivery.

Defective or damaged items may be refunded or replaced, subject to stock availability.

Exchanges

We do not currently offer direct exchanges. Instead, returned items are refunded, and a new order must be placed.

If an item is not suitable, please complete our Return Request Form. We will explain the return procedure and the options available to you.

Sale Items

Only regular-priced items are eligible for a refund. Sale items are non-refundable.

Refunds

Once we have received your return, we will notify you by email.

If your refund is approved, it will be issued to your original payment method or, if you prefer, credited as Pole Factory store credit.

Late or Missing Refunds

If you have not yet received your refund, please contact your bank or your card issuer, as processing times may vary before the refund appears on your account.

If you still have not received your refund after this, please contact us at contact@pole-factory.com.

RETURN PROCEDURE

To request a return, please complete our the return request form first.

You have two options:

1. Return the parcel using the carrier of your choice

You may return your parcel using the shipping carrier of your choice to the following address:

FASHION FACTORY – Pole Factory
PAL NICE Saint Isidore
Zone 10 – Quai 64
06200 NICE
FRANCE

We recommend using a tracked shipping service or purchasing shipping insurance, especially for valuable items. We cannot guarantee receipt of your returned parcel without proof of shipment.

2. Request a return label

If you would like to receive a return shipping label, please contact us after completing the Return Request Form.

If you choose a refund to your original payment method, the cost of the return label will be deducted from your refund.

In mainland France, returns are free of charge when you choose to receive your refund as Pole Factory store credit.