[MANAGE RETURN]
1. YOUR RIGHT TO CHANGE YOUR MIND ABOUT YOUR PURCHASE
1.1. Your legal right to change your mind. For most of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
1.2 Our extended return policy allows you an extended period within which you can change your mind about a purchase and receive a refund of what you paid for it, but not including the delivery costs. In addition to your legal rights, we, POLO CLUB EUROPE S.L.U., offer our UK customers an extended return policy for most products bought online, which is different from your legal rights in the ways set out below. This extended return policy does not affect your legal rights if there is something wrong with your product (for more on those rights see paragraph 14 (Faulty Products) below.
| Your legal right. | How our extended return policy is different |
| 14 days to change your mind. | 14 days to change your mind. |
| We refund the original delivery costs paid. | We do not refund the original delivery costs paid. |
| Refund timing: for products not delivered or that we're collecting from you, we refund you within 14 days after the day we are informed of your decision to change your mind. If you're sending the product back to us, we refund you within the earlier of 14 days of receiving it or 14 days of receiving evidence you've sent it to us. | Refund timing may be longer: for products not delivered or that we're collecting from you, we refund you within 20 days after the day we are informed of your decision to change your mind. If you're sending the product back to us, we refund you within the earlier of 20 days of receiving it or 20 days of receiving evidence you've sent it to us |
1.3 When you can’t change your mind. You can't change your mind about an order for:
(a) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
(b) goods that are clearly personalised.
1.4 The deadline for changing your mind. If you change your mind about a product you must let us know no later than 30 days after the day we deliver it. If you let us know within 14 days after the day we deliver it then you will be exercising your legal right to change your mind about the order. But note that, if you tell us between 15 and 30 days after the day we deliver it, our extended return policy will apply, which means that your delivery costs will not be refunded and it may take longer to receive your refund for the price of the product – see the table above which sets out the differences between the two rights. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.
1.5 When you tell us that you have changed your mind will determine whether we will refund your original delivery costs. If you tell us within the first 14 days, we will refund your original delivery costs in accordance with your legal right to change your mind. If you tell us between 15 and 30 days after the day we deliver it, then we will not refund these delivery costs as your return is made under our extended return policy and we do not offer to refund delivery costs as part of our extended return policy (please see the table above which explains the difference between the two rights).
1.5 When you tell us that you have changed your mind will determine whether we will refund your original delivery costs. If you tell us within the first 14 days, we will refund your original delivery costs in accordance with your legal right to change your mind. If you tell us between 15 and 30 days after the day we deliver it, then we will not refund these delivery costs as your return is made under our extended return policy and we do not offer to refund delivery costs as part of our extended return policy (please see the table above which explains the difference between the two rights).
1.6 We only refund the original standard delivery costs. Where we are refunding delivery costs, we don't refund any extra you have paid for express delivery or delivery at a particular time.
1.7 How to let us know. To let us know you have changed your mind, contact our Customer Service Team by email at contact@poloclub.com or you may fill in the online form.
1.8 You must return the product at your own cost. You must return the product (and any free gifts provided with it) to us within 14 days of you telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the product.
1.9 How to return an item.
All products shall be returned in their original package, with the tags on, unworn and in the same condition they were sent. Product packs containing more than one garment must be returned in full. The return can be made by the following means:
Option 1: Using our returns system (for returns from the UK only).
If a customer chooses this option, they can drop off at a collection point.
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 your 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: 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 must contact us at contact@poloclub.com
The couriers, times and costs associated with these return options are as follows.
RETURNS AND EXCHANGES United Kingdom:
| TYPE | AGENCY | ESTIMATED TIME | COST |
| PICK-UP POINT | ROYAL MAIL | 7-14 working days | FREE |
Option 2: Customer arranges delivery without using our returns system.
To do this, you must contact you service department by email at contact@poloclub.com, and get the shipping address information. If you choose this option you should keep a receipt or other evidence from the courier that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the products at all or within a reasonable time we won't refund you the price.
1.10 We reduce your refund if you have used or damaged a product.
If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories or parts are missing. In some cases, because of the way you have treated the product, no refund may be due. Please see paragraph 12 below for additional examples of when a full refund will not be made.
1.11 When and how we refund you. When you tell us that you have changed your mind may affect the timeframe for receiving a refund. We refund you by the method you used for payment (unless you have requested a gift card when making your return request). We don't charge a fee for the refund.
1.12 Refund timing if you exercise your legal right to change your mind. If you tell us within the first 14 days after delivery that you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, we refund you within 14 days. If you tell us within the first 14 days after delivery and you're sending your product back to us, we refund you within the earlier of 14 days of receiving it or 14 days of receiving evidence you've sent it to us.
1.13 Refund timing under our extended return policy. If you tell us between 15 and 30 days after delivery that you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, we refund you within 20 days. If you tell us between 15 and 30 days after delivery and you're sending your product back to us, we refund you within the earlier of 20 days of receiving it or 20 days of receiving evidence you've sent it to us.
2. SPECIAL RETURN CONDITIONS
This paragraph 12 applies to returns where you have changed your mind (see previous paragraph 11 for more details) and to returns of faulty products as well.
Packs (of, for example, socks and underwear)
Product packs shall be returned in full, i.e. all items in the pack must be returned together. Returns of individual products that are part of a pack will not be accepted. This paragraph applies specifically to items or garments that are sold as a pack and that cannot be purchased separately.
Multi-buy purchases
In case of a partial return of a multi-buy purchase of garments that can also be purchased separately, any discount applied due to the multi-buy shall be cancelled. That is, if you return some of the items (but not the whole multi-buy purchase), you will lose the discount, and the price of the item(s) you keep will be the original price (being the retail price without the multi-buy discount as published on the Site when the items were purchased). The difference between the original price and the discounted price of the retained item(s) will be deducted from any refund that is due for the returned item(s).
Example:
Beige custom-fit polo shirt £60 (price without multi-buy discount)
Beige custom-fit polo shirt £47.49 (price with multi-buy discount)
Discount: £12.51
In case of a partial return of one polo shirt purchased as a 2 pack, 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. EXCHANGES
We only allow exchanges if the product is faulty or does not match the description on the Site, and these exchanges will always be subject to availability of the product at the relevant time. In all other cases, for example, when the product does not meet your expectations or if you want a different size or colour, you will need to return the product to get a refund, following our returns process set out in paragraph 11, and then make a new purchase. The conditions and prices valid at the time the new purchase is made shall apply.
4. FAULTY PRODUCTS
We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us (see below at paragraph 15 for more details).
| Summary of your key legal rights The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: · Up to 30 days: if your goods are faulty, then you can get a refund. · Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases. · Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. |
Our products are carefully inspected to ensure their quality and to detect any faults before they are sent. However, if there is something wrong with your product (for example, it is faulty or does not match the description on the Site), you should contact us 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 you prefer. You must then return the product as instructed by us.
If you return a faulty item without having previously contacted us, we will contact you to discuss whether you would prefer either a replacement (if available) or a refund of the item.
A refund of a faulty item will include the shipping costs paid for receiving the faulty product and the shipping cost paid for returning the faulty product to us.
When we have received the returned product(s) from you and checked their condition to confirm that they are faulty or defective, we will send you an email confirming acceptance of the return, and the refund or exchange procedure will commence.
For a purchase made with a bank card, you can choose to have the refund sent to that same bank card or to get the refund as a Polo Club gift card that you can redeem at any time on the Site.
If the purchase was made with a gift card, the refund will be made to the same gift card as long as such gift card has not expired
A refund to a credit/debit card shall be processed within 20 days from sending the confirmation email.
5. RESOLVING DISPUTES
You have several options for resolving disputes with us:
5.1. Our Customer Service Team can be contacted by email at contact@poloclub.com and they will do their best to resolve any problems you have.
5.2. You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
6. OTHER IMPORTANT TERMS APPLY TO OUR CONTRACT
6.1. If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
6.2. Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
7. AMENDMENT OF THE TERMS AND CONDITIONS
7.1. We reserve the right to make changes to our website, our policies and our Terms and Conditions at any time.
7.2. Customers shall be subject to the Terms and Conditions and policies in effect at the time you place your order, unless a change to those Terms and Conditions or policies is required by law or by public authorities (in which case, such changes may apply to any orders you have previously placed).
*Last update: December 2024