Shipping & Return/Exchange Policies

Shipping Policy

Order Processing

  • Processing time is separate from shipping time.
  • Orders are shipped within 5 days from Perth, Western Australia. 
  • If item is “Pre-Order”, the above 5 day rule does not apply.

Shipping Methods

Domestic:

  • FREE standard shipping (3–6 business days).
  • $5 for express shipping (1–4 business days).
  • Delivery times may vary for regional areas.
  • Signature on delivery is not included.
  • The recipient can choose for items to NOT “be left in a safe space”. This is done via using your tracking number on the AusPost app and selecting your preferred method. This is the responsibility of the recipient only.

International:

  • $25–$35 for orders under 3kg (10–30 business days).
  • Contact us for express shipping rates.
  • Customs duties and taxes are the buyer’s responsibility.

Important Notes

  • Shipping times are estimates; delays due to Australia Post or customs are not the seller’s responsibility.
  • Ensure delivery details are accurate at checkout; errors are not covered by the seller. 
  • Keep your tracking number for reference if issues arise.

Australia Post Help:

Shipping Delays or Enquiries:

  • Please keep your tracking number so that you can reference it to Australia Post for any unexpected issues.
  • Once the item has been handed to Australia Post for processing and delivery, any delays or shipping issues are the responsibility of Australia Post and the recipient, and do not fall in the responsibility of the Seller.

Delivered Items: 

  • Once Australia Post marks an item as “Delivered”, PolEssentials and/or the courier are not responsible nor covered for any stolen items.
  • For lost or stolen packages after delivery, contact Australia Post for proof of delivery image, you can then use this as proof.
  • If your item has been stolen, please report to your local police, as this is local crime matter.
  • We understand the frustration at this rare crime; however, we may be able to offer a repurchase discount code for you to use.

Correct Address:

  • It is the Buyers responsibility to ensure they input the correct delivery details. Any errors are not the responsibility of the Seller.
  • The delivery details input at checkout, will be 100% matched onto the delivery parcel, so please ensure you enter the correct information for your order.

Returned to Sender:

  • If a package is returned due to non-collection or incorrect address, no refunds are given. Any shipping costs are deducted from the order original payment method.
  • Please ensure that you collect the parcel within the stated timeframe, so it does not get returned to us by AusPost and you miss out on your order.

Returns & Exchange Policy

** We are operating on a very small team, and are very much human, so please be kind and courteous in your communications.
Thank you for your understanding. **

Heel Wrapz: FAQ Page
  • To ensure quality, all items undergo multiple product audit checks before being processed for shipping.
  • No refunds or exchanges due to the one-time-use nature of the product and relying heavily on user application skill.

Gel Knee Pads AU: FAQ Page

  • To ensure quality, all items undergo multiple product audit checks before being processed for shipping.
  • No returns or refunds for change of mind, incorrect expectations, or wear and tear.
  • Please ensure you have selected the correct sizing for purchase.

No refunds or exchanges for:

  • Sale items or orders with discount codes.
  • Processed, shipped, or in-transit orders.
  • Items no longer “as new” condition, including showing visible wear, damage, or incorrect use.
  • Any shipping occurrences, as stated in our above Shipping Policy

Size Exchanges:

Exchanges are allowed for unworn, “as new” items in original packaging.

  • Request an exchange within 5 days of delivery by emailing admin@polessentials.com with images and order details.
  • Approved exchanges require return shipping (tracked) at the customer’s expense.
  • Once the item is received and inspected, PolEssentials will ship the replacement at no additional cost.

Notes:

  • The customer acknowledges that once they have gone through the multiple steps for order, PolEssentials reserves the right to deny any refund or exchange request.
  • PolEssentials reserves the right to refuse service to any rude, potentially fraudulent/orders flagged as scamming nature, and will use evidence to make this decision.