Return & Refund Policy

At Polybound, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not be what you expected or may arrive damaged, so we have created a clear and fair return and refund policy to ensure your experience with us is a positive one.

1. General Returns Policy

You may return most items purchased from Polybound within 30 days of receiving your order. This includes both defective products and products you no longer wish to keep.
To qualify for a return:

The item must be unused, uninstalled, and in its original packaging.
All original accessories, manuals, and components must be included.
The product should be in a resaleable condition.

2. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact our customer service team as soon as possible, ideally within 48 hours of delivery.
We may request photos or videos to verify the issue before arranging a return or replacement.
For faulty, damaged, or incorrect items:

We will cover all return shipping costs.
You may choose between a replacement, repair, or full refund.

3. Change of Mind / Unwanted Items

If you decide you no longer want an item, you can return it within 30 days of receipt.
Please note:

The product must be unused and in its original condition.
You will be responsible for the return shipping costs.
A restocking fee of up to 20% may apply to cover inspection and repackaging costs.

4. Exclusions

Certain products are excluded from our standard returns policy unless they are faulty:

Custom-made or personalised items.
Products that have been installed, used, or altered.
Items without their original packaging or missing components.
Perishable or time-sensitive materials.

5. Return Process

To start a return:

Contact our customer service team at info@polybound.co.uk or call 01274 015918 with your order number and reason for return.
We will provide you with a Return Authorisation Number (RAN) and the return address.
Carefully package the item to prevent damage in transit.
Send the parcel back to us via a tracked delivery service and keep proof of postage.

6. Refunds

Refunds will be processed to your original payment method within 5 business days of receiving and inspecting your return.
If the item is not returned in its original condition, we reserve the right to deduct an appropriate amount from the refund to cover any loss in value.
Shipping charges from your original order are non-refundable unless the return is due to our error.

7. Exchanges

We are happy to exchange items within 30 days of delivery if:

The product is in its original condition and packaging.
The item you want is in stock.
If the replacement item is of higher value, you will need to pay the difference. If it is lower, we will refund the difference.

8. Your Legal Rights

Our policy is in addition to your statutory rights under UK law.
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it for a full refund, including the original delivery cost (where applicable). This right applies to most products but excludes custom-made or perishable items.