Refund Policy

You can request an exchange or return within the following timeframes:

• Spain and European Union: 14 calendar days from receipt of the order.
• Outside the European Union: 20 calendar days from shipment. 

For international returns, shipping and customs fees are the customer's responsibility. Returns sent independently from outside the European Union are not accepted.

Right of withdrawal

For online purchases, you may withdraw from the order within 14 calendar days following its receipt, by notifying Customer Service or using the form available in the General Terms and Conditions of Contract.

Refunds may be withheld until the items or proof of their return are received.

Exchanges in Spain

You can request:

• An exchange for a different size of the same item, subject to availability.
• An exchange for another item of equal, higher, or lower value. 
  

Non-instant exchanges will be processed once the package is received at our warehouse, within a maximum period of 10 business days.

The first exchange is free. A second exchange or the return of an item from an exchange will incur shipping costs.

International exchanges

You can request an exchange from any country within the European Union within 14 calendar days following receipt of the order.

The first international exchange has no cost for shipping the new item. However, the customer must pay the fee for returning the product to be exchanged. This fee varies by country.

If there is a price difference between items, it must also be paid before we can create the new order.

The exchange order will be created once payment for the return fee and, if applicable, the price difference has been received. We recommend making the payment as soon as possible, as the new item is not reserved until the exchange is confirmed and may sell out.

The maximum period to register and process the exchange is 10 business days. Availability of the new item is always subject to existing stock.

To return the product, you must properly prepare the package, attach the return label you will receive upon completing the form, and deliver it to the indicated location.

A second exchange or the return of an item from an exchange will incur additional costs. In these cases, please contact our Customer Service team to manage the request.

Outside the European Union, we do not process exchanges. Only returns and corresponding refunds can be requested, following the procedure established for international returns.

Return costs in Spain

• Bridal and Guest: €4.95, plus €1 for each additional item in these categories.
• Promotional items: €3.95. 

The amount will be deducted from the refund.

How to request it

Spain and France: through our exchange and return portal:
https://polinetmoi.myshopify.com/pages/cambios-y-devoluciones/ 

European Union: via the portal, using your own courier or our UPS or CTT service. If you choose our service, the return cost will be deducted from the refund amount:
https://polinetmoi.myshopify.com/pages/cambios-y-devoluciones/ 

Outside the European Union: only through our DHL service:
https://portal.returngo.ai/?shop=www.polinetmoi.com 

For international returns, the cost varies by country. You can check the corresponding fee in the table in the FAQ article “Are there return costs?”. A base fee plus €1 for each additional returned item applies:

https://ayuda.polinetmoi.com/hc/es/articles/11723964728093--Hay-gastos-de-devoluci%C3%B3n

Original shipping costs are non-refundable, except where legally required.

Item conditions

Returns will not be accepted for:

• Used, damaged garments or those without tags.
• Used footwear, with marked soles or without the original box in good condition.
• Costume jewelry, gloves, tights, socks, and hair accessories.
• Stationery items.
• Items returned after the deadline.
• Guest items without the hem tag.
• Packages not previously requested through the portal.
• Cash on delivery shipments or those with pending shipping or customs fees. 

If the received item does not meet these conditions, we will contact you to inform you.

If we must return it to you, we will provide a link to pay for the new shipping costs.

We are not responsible for packages received at our warehouse that do not belong to Polín et moi.

Items with defects or damage

Please report any defects using the corresponding form within the first 48 hours from receipt.

If you later detect a quality issue or non-conformity, contact Customer Service so we can review the case and offer a solution in accordance with regulations and our General Terms and Conditions of Contract.