14-day Money Back Guarantee for your peace of mind
When you send your item back to us, we will process the returned item and we will notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within 2 days of our receiving your return.
Your right to cancel
Items returned within the fourteen day cooling-off period
By law, customers located in the European Union (including UK), purchasing goods from Sellers located in the European Union, have the right to withdraw from the purchase of an item within fourteen working days of the day after the date the item is delivered.
Where you are withdrawing from your purchase within the fourteen working days cooling-off period, and there has been no error on our part, we will refund the cost of the item, but we will not refund the cost of returning the item to us and other services provided to you in connection with your purchase unless you return the item to us because of an error on our part.
If you receive an item different to what was described, please contact us in writing immediately and tell us what the problem is. If necessary, you can return the item to us for a refund, but first you must contact us to notify us of the return.
To be eligible for a refund, you must return your item in the same condition you received it, with all packaging and shrink wrap intact
Items returned because they are damaged, defective or incorrect
If you are returning an item because of an error on our part or, because it is damaged or defective, we will pay the costs of returning it to us. We will refund only 1st Class and 2nd Class postage charges. Please obtain a FREE certificate of posting at the PO counter in order to secure a refund for the return costs.
Poltsa Ltd will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to return the item(s) to you and to recover our expenses from you.
Refunds are processed within 2 days of receiving the item back from you (usually on the day the item is received and checked). The funds will be deposited back to your credit / debit card or PayPal account, and Poltsa Ltd will send you confirmation of the refund via e-mail.
If you return a gift purchased for you at Poltsa, you'll receive a gift voucher for the value of your return, which you may use as part or full payment for future purchases from our website. Unless you want us to, we won't let the person who sent you the gift know about your return, but remember to let us know that it was a gift. Please remember that normal returns criteria apply and that the refund will not include the cost of returning the item to us or gift-wrapping costs.
Returns and Refunds on Made-to-Order and Bespoke Items.
In accordance with Distance Selling Regulations 2000, Poltsa Ltd reserves the right not to offer refunds on items that have been designed or personalised at the customer's request.
If you receive a bespoke item that is damaged or defective you should contact us in writing immediately quoting your order reference number and explain the issue with the item. In the event of Poltsa sending you a replacement for a damaged or defective item, you must return the item to us within 14 days of receipt.