Refund policy

Returns Policy

To be eligible for a return, the item must be in the same condition that you received it—unworn, unused, with tags, and in its original packaging. You will also need the receipt or another proof of purchase.

If you have any questions regarding returns, you can contact us anytime at info@polyreels.com.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item so that we can assess the issue and make it right.

Exceptions / Non-Returnable Items

Certain items cannot be returned, such as custom-made items (e.g., special orders or personalized items) and items that are no longer in their original condition. Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Personalized items are generally excluded from returns.

Exchanges

Returning the item you received is the fastest way to obtain the desired item. Once the return is accepted, you can purchase the new item in a separate transaction.

European Union & UK – 14-Day Right of Withdrawal

Regardless of the above, if the item is being shipped to the European Union, you have the right to cancel or return your order within 14 days without providing a reason. As mentioned above, the item must be in the same condition as you received it—unworn, unused, with tags, and in its original packaging. You will also need the receipt or another proof of purchase.

Refunds

We will notify you once we have received and inspected your return and inform you whether the refund has been approved. If approved, you will receive an automatic refund to your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@polyreels.com.

 

USA & Canada

Scope and Voluntary Nature
We are a German online shop and voluntarily offer these return guidelines for our customers in the United States. Please note that, unlike in the EU, there is no legally mandated right of withdrawal in the USA and Canada. The following provisions therefore define the nature and scope of this voluntary return policy.

Return Period
You may return your ordered goods within 14 days of receipt, provided that:

  • they are unused,
  • undamaged,
  • in their original packaging (where available),
  • and returned with all accessories included.

Return Procedure

  1. Please contact us in advance via email (indicating your order number) to request a return authorization.
  2. After we confirm, package the goods securely, include a copy of your order confirmation, and send the package to the return address provided.
  3. As soon as the goods have arrived and passed our inspection, we will refund the purchase price via the same payment method used for the original purchase.

Shipping and Return Costs

  • You, as the buyer, are responsible for the costs of returning the goods from the USA or Canada to our German warehouse or any other specified return address.
  • Any shipping costs originally charged for delivery will not be refunded.
  • Please choose a trackable (tracked) shipping method for your return, as we cannot assume liability for items lost or damaged in transit.

Refund and Processing Time

  • The refund of the purchase price will generally be made within 10 business days following a successful inspection of the returned item.
  • If an item shows signs of use or does not arrive in the original condition stated, we reserve the right to deduct a reduction in value or to refuse the return entirely.

Exclusion of Certain Items

  • Personalized or custom-made items (e.g., special orders, customized products) are excluded from returns.
  • Digitally sold content (e.g., downloads, licenses, 3D printing files) is also excluded from returns or refunds once the download has commenced.

Defects or Shipping Damage

  • If an item is defective or damaged upon receipt, please contact us within 5 business days of delivery with a detailed description and photos. We will arrange for a replacement or a refund at no additional shipping cost to you.
  • Please remember to report any obvious shipping damage directly to the carrier.

Import Duties and Other Taxes

  • Any customs fees, sales/use tax, or other import duties that may apply are the buyer’s responsibility. Such costs will not be refunded in the event of a return.
  • If additional tax obligations exist in your state or place of residence, it is your responsibility to fulfill these obligations.

Contact and Support
If you have any questions or uncertainties regarding our return policy, please feel free to contact our customer support:

  • Email: info@polyreels.com

Governing Law and Amendments
These voluntary return guidelines are subject to German law. For customers in the United States, they apply in addition to general consumer protection regulations, but do not establish any legally mandated right of withdrawal. We reserve the right to amend these guidelines at any time with future effect. The version published on our website at the time of your order shall be binding.