Return and Refund Policy
Last updated: March 16, 2022

Thank you for shopping at Polina London.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.

Returns 

Our return policy is 14 days.  

For hygiene reasons we do not accept returns on the earrings. 

Customers are responsible for the postage of the returned items. We advise that you return by tracked mail. We cannot make a refund if we have not received the items back. 

How to return 

Please email us on customercare@polinalondon.com with the reason for your return and order number and we will send you a return form and the return address. 

What can I return 

We are happy to accept returns if you have changed your mind. Please note that we have couple of rules to follow. We are only able to accept returns if the jewellery is sent back unworn and in their original packaging. 

Faulty items 

We sincerely apologise if you have experienced any fault with the Polina London jewellery. Please email us at customercare@polinalondon.com with the description of the problem. The fault must be agreed with our team before the return.  

The faulty items must be unworn and in its original packaging when returned. 

Please read our care instructions carefully. Worn items that have discoloured or tarnished are not considered to be faulty. Missing crystals after the wear are also not considered faulty. 

Warranty 

We offer 6 months warranty on our jewellery with the proof of purchase. 

Exchanges 

We currently don’t offer a return service. Please contact us at customercare@polinalondon.com if you have any questions. 

Receiving your refund 

We aim to process all the returned orders within 14 working days. Please note that shipping costs are not refundable. 

Interpretation and Definitions

Interpretation
The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions
For the purposes of this Return and Refund Policy:

Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Polina London Limited, Greystones, Guildford Road, Broadbridge Heath, Horsham, West Sussex, RH12 3PH.

Goods refer to the items offered for sale on the Service.

Orders mean a request by You to purchase Goods from Us.

Service refers to the Website.

Website refers to Polina London, accessible from http://www.polinalondon.com

You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Your Order Cancellation Rights

You are entitled to cancel Your Order within 14 days without giving any reason for doing so.

The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

By email: customercare@polinalondon.com

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

 

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

The Goods were purchased in the last 14 days

The Goods are in the original packaging

The Goods were not used or damaged

You have the receipt or proof of purchase

The following Goods cannot be returned:

The supply of Goods made to Your specifications or clearly personalized.

The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.

The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:

Please contact us at customercare@polinalondon.com to receive the returns form and address

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Gifts

If the Goods were marked as a gift when purchased and then shipped directly to you, You’ll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us:

By email: customercare@polinalondon.com