Refund and return policy

RETURNS & REFUNDS

You have 30 days from the delivery date to return an item.

Returned products must be unused, in perfect condition, and in their original packaging.

Grips, gift cards, downloadable products, and certain personal care items are non-refundable.

Please include proof of purchase in the return package.

Do not return items directly to the manufacturer.

Partial refunds may be granted in the following cases:

Books with obvious signs of use
Any item not in its original condition, damaged, or missing parts not due to our error
Any return made more than 30 days after delivery
Defective or damaged items can be refunded or exchanged (depending on stock availability)

Exchanges

We do not offer direct exchanges at the moment, but rather a return followed by a new order.
If an item does not suit you, please contact us at contact@pole-factory.com.
We will explain the return process 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 receive your return, we will notify you by email.
If your refund is approved, it will be issued to your original payment method, or credited to your Pole Factory wallet if preferred.

Late or Missing Refunds

If you haven’t received your refund yet:

1. Check your bank account again.

2. Contact your bank or your card issuer — a processing delay may occur before the refund appears on your account.

If, after these verifications, you still haven’t received your refund, please contact us at contact@pole-factory.com.

RETURN PROCEDURE

To request a return, please email us at contact@pole-factory.com and include:

- Your name and order number
- If you would like a simple refund or wish to place a new order for another model or size

Once we’ve replied, simply send your product to the following address:

FASHION FACTORY – POLE FACTORY
Zone 10 Quai 64, PAL St Isidore
06200 NICE – FRANCE

We can also provide you with a return label to print. However, you are responsible for the shipping costs associated with returning your item. If we issue you a return label, its cost will be deducted from your refund.

Please note that refunds apply only to the price of the returned product(s).
The original shipping fees (those paid when placing your order) as well as any return shipping costs remain your responsibility and are non-refundable.

Depending on your location, the time it takes to receive an exchanged item may vary.

For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance.
We cannot guarantee that we will receive your returned item.