Returns Policy
We’re a small team doing our best to deliver great products and customer service. We kindly ask for patience and respectful communication at all times. Thank you for being here and supporting our designs 💛
1. Quick Overview
All items are carefully inspected and quality-checked before dispatch.
Due to the nature of many of our products being performance-based, hygiene-related, or single-use, we do not offer refunds or exchanges except where required under Australian Consumer Law.
Nothing in this policy excludes or limits your rights under Australian Consumer Law.
Please see our FAQ Page for more info
2. Product-Specific Information
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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
If you believe there is a manufacturing fault or packing error, please contact us at admin@polessentials.com.au within 5 days of receiving your order.
Include your order number, a clear description of the issue, and clear photos of the product and packaging so we can assess the matter promptly.
3. Items not eligible for Return or Exchange
We are unable to accept returns or exchanges for the following:
Change of mind
Including items that are no longer wanted.
Incorrect sizing
Fit and feel can vary depending on body shape, muscle distribution, and personal comfort preference. A different feel does not indicate incorrect sizing if the item falls within the published size chart.
Perceived discrepancies
Including differences in appearance, band width, compression feel, design updates, or how a product sits on the body compared to previous versions or colours, where measurements remain within the stated size chart.
Used items
Items that are not in “as new” condition, including signs of wear, damage, washing, alteration, or misuse.
Promotional purchases
Items purchased during sales, bundles, promotions, or using discount codes.
Sale Period Policy & Price Adjustments
Our prices fluctuate based on seasonal promotions and sale events. Please note that items purchased at full price outside of a promotional or sale period are not eligible to be returned for the sole purpose of re-purchasing the same item at a discounted sale price. We do not offer price adjustments or partial refunds for items that go on sale after your date of purchase.
Shipped orders
Orders that have already been dispatched or are in transit.
Refused or unclaimed parcels
Parcels refused, unclaimed, or returned due to incorrect delivery details, unpaid customs charges, duties, or taxes are not eligible for a refund. These charges are set by your country’s customs authority and are separate from PolEssentials and the courier. Return and release fees apply if the parcel is returned to us.
Incorrect customer details
Shipping labels are automatically generated using the details entered at checkout. Errors are the responsibility of the customer. No refund will be issued for delivery issues caused by incorrect information.
Shipping issues outside our control
Delays, errors, or rerouting caused by postal or courier services are not the responsibility of PolEssentials. Customers must monitor tracking through the relevant postal or courier service. Please refer to our Shipping Policy for further details.
These conditions are consistent with Australian Consumer Law and help ensure fairness and sustainability for our business.
4. Sizing Assistance and Exchange Options
We understand that sizing can be tricky. As a small business, we are unable to offer size-based exchanges as a standard service. To help you choose the correct size, we provide detailed size charts and fit notes on each product page and within our FAQs.
If you are unsure, please contact us via Instagram or email before placing your order. We are always happy to assist.
Option 1: Private Resale (Recommended)
If your item does not fit, you may choose to privately resell the item and place a new order in your preferred size. This option avoids additional shipping, handling, and restocking fees and is the most cost-effective solution for customers.
Option 2: Exchange Request (Case-by-Case)
If you have read and understood this policy and still wish to request an exchange, you may submit a request within 5 business days of receiving your order.
Conditions for exchange requests:
- Exchange requests are assessed on a case-by-case basis.
- Items must be strictly unused and in “as new” condition.
- Original packaging must also be in “as new” condition.
- All shipping costs are the responsibility of the customer and must be tracked both ways.
- To request an exchange, email admin@polessentials.com.au
with:- Your order number
- Clear photos of the item and packaging in “as new” condition
- The item you wish to exchange for
If approved:
- You must return the item using tracked shipping at your own expense.
- Once received, the item will be inspected to confirm it meets “as new” conditions.
- If approved, the exchange will be processed for the requested item (subject to stock availability).
- An invoice for the new shipping cost plus a $10 handling fee will be issued.
- The exchange item will not be shipped until payment is received and no outstanding balance remains.
- If you wish to avoid return shipping costs, handling fees, and processing delays, Option 1 is recommended.
Please note there are no guaranteed timeframes for Option 2, as shipping and processing times are outside our control.
4A. European Union Customers
Effective Date: 19 June 2026
If you are a consumer located in the European Union, you may have additional statutory rights under applicable consumer protection laws, including a right of withdrawal from certain online purchases within 14 days of receiving your order.
Where required by applicable law, these rights apply in addition to this Returns Policy and will take precedence over any conflicting provision.
To exercise your right of withdrawal, you must submit a withdrawal request through our designated withdrawal process within 14 days of receiving your order.
Before requesting a withdrawal, customers may wish to consider the Private Resale option outlined in Section 4. For many customers, private resale is often a faster and more cost-effective solution than international return shipping, customs processes, and return handling timeframes.
Return Conditions
Customers are responsible for all return shipping costs unless otherwise required by applicable law.
Returned items must be sent back without undue delay and no later than 14 days after notifying us of withdrawal.
Products must be returned complete, with original packaging, labels, and components, and in a condition suitable for resale.
As our products are designed for athletic and performance use, any reduction in value resulting from handling beyond what is reasonably necessary to inspect the nature, characteristics, and fit of the product may result in a reduction of the refund where permitted by law.
Examples include, but are not limited to:
• Visible signs of wear or use
• Damage, marks, scratches, scuffing, staining, or contamination
• Missing packaging, materials, labels
• Odours including perfume, smoke, detergent, or body odour
• Pet hair, dirt, makeup, chalk, grip aids, or other residue
• Alterations, modifications, washing, or misuse
Refunds will be processed after the returned goods have been received and inspected, or where otherwise required by applicable law.
Original shipping charges, customs duties, taxes, import charges, brokerage fees, return shipping costs, and charges arising from refused, unclaimed, or incorrectly addressed parcels are non-refundable except where required by applicable law.
Nothing in this policy limits or excludes any rights available to consumers under applicable consumer protection legislation.
5. Final Notes
As a small business, we apply our policies consistently and fairly to remain sustainable.
By placing an order, you confirm that you have reviewed the product details, sizing information, Shipping Policy, and Returns Policy and accept these terms at checkout. You acknowledge that PolEssentials is not responsible for selections made at checkout.
We reserve the right to decline any refund or exchange request that does not meet this policy or is not required under Australian Consumer Law.
To protect our team and community, we do not tolerate abusive, threatening, disrespectful behaviour, or fraudulent activity. We reserve the right to refuse service, decline requests, or cease communication where necessary.
Thank you for your understanding and continued support.