Refund policy

At Polavie, we want you to feel confident and comfortable with every purchase. If you are not completely satisfied with your order, you may request a return in accordance with the policy below.

30-Day Return Policy

We accept eligible returns requested within 30 days of delivery.

To be eligible for a return, the item must be:

Unused and unwashed
In its original condition
Free from stains, odors, pet hair, or other signs of use
Returned with its original packaging and any included accessories
Accompanied by proof of purchase or your order information

For hygiene reasons, bedding that has been used, washed, damaged after delivery, or otherwise shows signs of use may not be eligible for return.

How to Request a Return

Before returning any item, please contact our customer service team at service@polavie.com.

Please include:

Your order number
The item(s) you would like to return
The reason for the return
Photos of the item if it arrived damaged, defective, or incorrect

Our customer service team will review your request and provide the applicable return instructions.

Please do not send a return package without contacting us first. Unauthorized returns may not be accepted or may result in delays in processing your refund.

Return Shipping Costs

If you are returning an item because you changed your mind, ordered the wrong size or color, or no longer want the product, return shipping costs are the customer's responsibility.

If the item you received is damaged, defective, or different from what you ordered due to an error on our part, Polavie will be responsible for the reasonable return shipping cost or provide another appropriate solution.

Original shipping charges are non-refundable unless the return is caused by an error on our part.

Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, or different from what you ordered, please contact us at service @polavie.com as soon as possible.

Please provide your order number and clear photos showing the issue.

Once we verify the problem, we will work with you to provide an appropriate solution, which may include a replacement or refund, depending on the circumstances.

Non-Returnable Items

The following items generally cannot be returned:

Items that have been used or washed
Items with stains, odors, pet hair, or other signs of use
Items damaged due to improper use or care after delivery
Items returned without authorization
Gift cards
Personalized or custom-made products, if applicable
Clearance or final-sale items clearly marked as non-returnable at the time of purchase

This does not affect your rights regarding products that arrive damaged, defective, or incorrect.

Exchanges

If you would like a different size, color, or design, please contact us at service @polavie.com.

Where an exchange is available, our customer service team will provide instructions based on the product and your location.

For some orders, the quickest option may be to return the original item and place a new order for the desired product.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow approximately 5–10 business days after the refund has been processed for the funds to appear in your account. The exact timing depends on your bank, credit card company, or payment provider.

We cannot control processing delays caused by banks or payment providers.

Order Cancellations

If you need to cancel your order, please contact us at service @polavie.com as soon as possible.

We will make reasonable efforts to cancel orders that have not yet entered processing or shipment.

Once an order has been processed or shipped, it may no longer be possible to cancel it. In that case, you may request a return after receiving the order in accordance with this Return & Refund Policy.