[MANAGE RETURN]
1. HOW TO RETURN ITEMS
*We have extended the returns period until 31 January 2025 for all orders placed from 5 November 2024 on.
Customers have 30 days from the date they receive their order to return an item purchased in our online store.
The return shall always be made from the territory in which the purchase was made. If not, POLO CLUB EUROPE SLU may pass the extra cost on to the customer.
All products shall be returned in their original package, with the tags on, unworn and in the same condition they were sent.
Clients may return the goods using our returns system or they may as well return them by their own means.
The return can be made by the following means:
Using our returns system.
Only valid for returns from:
- Mainland Spain and the Balearic Islands
- Mainland Portugal
If customers choose this option, POLO CLUB EUROPE SLU puts at their disposal two return options:
- Drop off at a collection point
- Home pickup depending on the country as specified in the return platform.
To proceed with the return, customers shall click on this link and follow these steps:
1- Enter the email associated with the order
2- Go to their email inbox and click on the link received.
3- Select the order to be returned.
4- Select the item(s) to be returned.
5- Select the reason why they want to return the item(s).
6- Select the type of return: home pickup, if available depending on your country, or return at drop-off point
7- Select the type of refund: gift card or same payment method
8- Check that all the information is correct and confirm the return.
9- Download and print the return label and follow the instructions.
If customers want to modify or cancel the return request, they shall contact POLO CLUB EUROPE SL at contact@poloclub.com
The transport companies, times and costs associated with these return options are as follows:
RETURNS AND EXCHANGES mainland Spain:
|
TYPE |
AGENCY |
ESTIMATED TIME |
COST |
|
PICK-UP POINT |
InPost |
2-3 working days |
FREE |
|
PICK-UP POINT |
Correos |
2-3 working days |
3,95€ |
|
HOME |
Correos |
2-3 working days |
3,95€ |
RETURNS AND EXCHANGES Balearic Islands:
|
TYPE |
AGENCY |
ESTIMATED TIME |
COST |
|
PICK-UP POINT |
InPost |
2-3 working days |
FREE |
|
HOME |
Correos |
2-3 working days |
5,95€ |
|
OFFICE |
Correos |
2-3 working days |
5,95€ |
RETURNS and EXCHANGES mainland Portugal:
|
TYPE |
AGENCY |
ESTIMATED TIME |
COST |
|
PICK-UP POINT |
InPost |
2-4 working days |
FREE |
|
HOME |
CTT |
2-4 working days |
5,95€ |
By their own means.
Customers can send the items by their own means.
To do this, customers shall contact the customer service department by email at contact@poloclub.com, and get the shipping address information.
In either case, whether customers have opted for one of POLO CLUB EUROPE SLU return options or have sent the goods by their own means, once the goods have been received and the condition of the product(s) checked, POLO CLUB EUROPE SLU shall proceed to refund the corresponding amount by the method chosen by the customer (gift card or the same payment method used when they were purchased) within a period of 8-10 days after the date when the shipping confirmation email is sent.
Customers shall bear the cost of the RETURNS from the Azores and Madeira.
2. SPECIAL RETURN CONDITIONS
Socks (2 pack, 3 pack, 5 pack)
If you want to return a pack, the original packaging and its elements shall be in perfect condition, without tears, tags removed or any other alteration. Product packs shall be returned in full, i.e. all items in the pack shall be returned together. Partial returns or of individual products that are part of a pack will not be accepted. These return conditions apply specifically to product packs that cannot be opened and returned separately.
Underwear (single pack, 2 pack, 3 pack)
For hygiene and safety reasons, whether the product has been purchased individually or in a pack, returns of underwear whose packaging has been opened or altered will not be accepted. The original product packaging shall remain in perfect condition, without tears, labels removed or any other alteration.
Pack (polo shirt, shirt, T-shirt, jumper 2 pack, 3 pack)
Partial returns or of individual products that are part of a pack will not be accepted. In case of a partial return of a pack, the discount applied shall be cancelled. This is, if customers return some of the items of their pack (but not the whole pack), they shall lose the discount, and the price of the item(s) they keep shall be the original price (retail price without the pack discount as published on the Site when the items were purchased). The refund made for the returned piece(s) is the difference with the item’s original price.
Example:
Beige custom-fit polo shirt €60 (price without pack discount) Beige custom-fit polo shirt €47.49 (price with pack discount) Discount: €12.51 In case of a partial return, the promotion shall be cancelled. Therefore, the price of the piece which is NOT returned is €60. The refund is made by subtracting the discount (€12.51) from the price paid for the piece (€47.49). This is, €47.49 - €12.51 = €34.98 is the amount to be refunded.
3. REFUNDS
The amount of the refund shall be the same as the price for which the products returned were purchased. Please note that shipping costs are not refundable.
When POLO CLUB EUROPE S.L.U. has received the product(s) returned and checked they are in good condition, with the labels on and in the same condition they were sent (unworn and unwashed), the customer shall receive a confirmation email and the refund.
If customers made the purchase with a bank card, they can choose to have the refund sent to that same bank card or to get the refund in a gift card (credit for the shop) they can redeem at any time on the Site.
If the purchase was made with a gift card, the refund shall be made to the same gift card. .
The refund to the credit/debit card shall be processed within 8-10 days of the moment the confirmation email is sent. This period may vary depending on the bank processing time, which may change according to the payment method and to each bank. .
The refund in a gift card (credit for the shop) is automatically sent along with the return confirmation email from our facilities.
4. EXCHANGES
We only admit exchanges if the product is faulty. In other cases, for example, when the product does not meet the customers’ expectations or if they want a different size or colour, they need to return the product to get the refund, following our refund process, and then make a new purchase. The conditions and prices valid at the time the new purchase is made shall apply.
5. FAULTY PRODUCTS
POLO CLUB EUROPE SLU’s products are carefully inspected to ensure their quality and to detect any faults before they are sent. However, if customers receive an item that is not in perfect condition, they shall contact POLO CLUB EUROPE SLU at contact@poloclub.com, specifying the details of the product and what the problem is, and requesting the exchange of the product or a refund if that is what they prefer.
It shall be the customers’ responsibility to check that the products are in good condition when they receive it. Therefore, if the box is open or there are doubts or suspicions that the product may not be in good condition due to the appearance of the packaging, customers shall not accept it, immediately notifying POLO CLUB EUROPE SLU via the contact email contact@poloclub.com.
If the customer receives a faulty item and returns it without having previously contacted POLO CLUB EUROPE, SLU, once the item has been received and checked by the Quality Department of POLO CLUB and confirmed there is a fault or defect, the customer shall contacted to be offered either the replacement or the refund of the item, including the delivery costs paid for receiving the product and the costs paid for returning them to us, as well as, if they choose to exchange it for another product, the shipping costs of the new product.
If customers choose to have their money refunded, they may decide to have it sent to the same bank card or to get the refund in a gift card (credit for the shop) they can redeem at any time on our Site.
If the purchase was made with a gift card, the refund shall be made to the same gift card.
Updated: November 2024
