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
- Used items – Anything not in “as new” condition (e.g. signs of wear, damage, or misuse)
- 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
- Incorrect Details - parcel labels are automatically generated based off what the customer inputs at checkout. Any errors are the responsibility of the customer, and no refunds will be given if these details are not accurate and cause any delivery issues/errors
- Shipping issues – Delays or errors caused by postal or courier services. It is the customers responsibility to get up-to-date tracking via their country postal service website. See our Shipping Policy for more details
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.
Option 1) 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 (equals 50% of whole new item), admin, and restocking fees. This is the most cost-efficient solution for the customer.
Option 2) If you have read the terms and still wish to make a request, you may do so within 5 business days of receiving your package, requests may be possible for item exchange only. All shipping costs are at the customers expense and must be tracked both ways. Items must strictly be in as new condition, with original packaging also in as new condition. Please email us at admin@polessentials.com.au with images of your item and packaging in as new condition, your order number, your exchanged item request. We will then assess on a case-by-case basis.
If approved; you must return the item/s with tracked shipping, at your own expense, the package will then be assessed to ensure it meets the "as new" conditions. If approved, your item will be exchanged for your requested item (if in stock only) and your new shipment + $10 handling fee invoice will be sent to you for payment. Your exchange item will not be shipped until your payment is complete and there is no outstanding balance on your account.
If you do not wish to be out of pocket for return shipping costs, wait for the return shipping, approval process, handling fee, and new shipping - please choose option 1.
There are no time guarantees with option 2, as shipping is not within our control.
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. You also accept the Shipping and Returns Policy at time of checkout, so this means you acknowledge and understand these Policies before completing your order.
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. We reserve the right to refuse service, not respond, or decline any requests based on this.