Returns & Refunds

Last updated

We want you to love your purchase. If something isn't right, here's how returns and refunds work at POLLY.

Your 14-day cancellation right

In line with the Israeli Consumer Protection Law, you may cancel a purchase and return an item within 14 days of receiving it. To be eligible, the item must be unused, in its original condition, with tags and packaging intact.

How to start a return

• Email us at our email with your order number and the item(s) you'd like to return.
• We'll reply with return instructions and the return address.
• Pack the item securely and send it back within the timeframe provided.

Return shipping & fees

Unless the item is faulty or we sent the wrong product, return shipping is paid by the customer. As permitted by law, a cancellation fee (up to 5% of the order value or ₪100, whichever is lower) may apply to a voluntary cancellation.

Refunds

Once we receive and inspect the returned item, we'll let you know if your refund is approved. Approved refunds are issued to your original payment method, typically within 14 days, less any applicable return shipping or cancellation fee.

Faulty, damaged, or incorrect items

If your item arrives damaged, faulty, or not as described, contact us within a reasonable time and we'll arrange a replacement or full refund at our cost, including return shipping.

Items that can't be returned

• Pierced jewellery and earrings, for hygiene reasons (unless faulty)
• Intimate apparel
• Custom or made-to-order pieces
• Items marked "final sale"

Nothing in this policy limits your statutory rights under applicable consumer law. Questions? Contact us.