Returns Policy
We’re a small (but mighty!) team doing our best to deliver great products and customer service — so we kindly ask for patience and kindness in all communications. Thank you for being here and supporting our little business 💛
1. A Quick Overview
Every item is carefully quality-checked before we send it your way. Because many of our products are made for performance, hygiene, or one-time use, we’re generally unable to offer refunds or exchanges — unless identified under Australian Consumer Law.
2. Product-Specific Details
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Heel Wrapz
These items are single-use and rely on correct application, therefore, we’re unable to accept refunds or exchanges. Please make sure to check our application guide. -
Gel Knee Pads (AU)
Think there may be a manufacturing issue or mistake? Email us at admin@polessentials.com.au within 5 days of receiving your order. Please include your order number, a description of the issue, and clear photos of the product and packaging so we can help as quickly as possible.
3. What We Can’t Accept for Return or Exchange
We’re unable to accept returns or exchanges for:
- Incorrect sizing – See below for more info
- Change of mind – Including items that are no longer wanted
- Perceived discrepancies – Such as differences in expectations about how a product looks or functions
- Promotional purchases – Items bought on sale, in bundles, or with a discount code
- Shipped orders – If your order has already been dispatched or is in transit
- Used items – Anything not in “as new” condition (e.g. signs of wear, damage, or misuse)
- Shipping issues – Delays or errors caused by postal or courier services (see our Shipping Policy)
These policies align with Australian Consumer Law and help us stay fair and sustainable.
4. Sizing Tips
We totally get that sizing can be tricky! Because we’re a small business, we’re unable to offer size-based exchanges. But we do provide detailed size charts and fit notes on each product page and our FAQ to help you choose the best fit from the start.
If you’re unsure, feel free to message us on Instagram or shoot us an email before ordering — we’re always happy to help guide you.
If your item doesn’t fit, you’re welcome to re-sell it privately and place a new order in your preferred size. This ensures the customer is not out of pocket for additional shipping charges, admin, and restocking fees.
5. A Few Final Things
By placing an order, you’re confirming that you’ve read through the product details and size info and understand that we aren’t responsible for choices made at checkout.
We also reserve the right to decline any refund or exchange requests that don’t meet our policy or go against Australian Consumer Law.
Lastly, we do our best to protect our team and community — and that means we won’t tolerate rude, disrespectful, abusive behavior or fraudulent activity.