Refunds & Exchanges
Unfortunately since most items for The Polepunzel box are custom made and ordered specifically for you, items can not be exchanged or returned unless they were sent wrong or arrived broken.
If you received a defective item, please contact us no later than thirty days from your delivery date of the defective item.
Please contact us with details and photos of the defect as well as any other relevant information and we will make best efforts to determine a workable solution.
If it is necessary for the product to be returned, upon receipt of the returned product we will fully examine the product and notify the customer via e-mail, within a reasonable period of time, whether the customer is entitled to a refund or a replacement as a result of the defect. If the customer is entitled to a replacement or refund, we will either replace the product or refund the purchase price using the original method of payment. Whether we replace or refund the item will be at our sole discretion.
Polepunzel is not responsible for any loss or damage to items during return shipment. Ensuring that we receive the returned product is solely that of the customer.
We will be able to replace the item, unless the item is not in stock, then we will offer a solution for the damaged item.
If, for any reason, a full return of the box is approved, the box will need to be returned to us unopened with all contents inside at the customers expense.
Please do take note that waiting for a replacement can take 8 weeks or longer as most items are custom.