Refunds & Exchanges Policy
We are a very small team — and very much human — so we kindly ask for patience and courtesy in all communications. Thank you for your understanding and continued support.
1) Heel Wrapz: FAQ Page
- To ensure quality, all items undergo multiple audit checks before shipping.
- Due to the one-time-use nature of this product and its reliance on correct user application, no refunds or exchanges are offered.
2) Gel Knee Pads AU: FAQ Page
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All items are carefully inspected before dispatch.
- If you think there has been a manufacturing error, please email us at admin@polessentials.com.au with images, your order number, and what the issue seems to be.
3) No refunds or exchanges for:
- Customer choosing incorrect size. Please ensure you have selected the correct size before completing your purchase. (See Notes section below for further info)
- Change of mind or no longer want the item/s
- Misaligned expectations or perceived product discrepancies
- Sale items, bundles, or any orders where a discount code has been applied
- Orders that have already been processed as shipped, or are in transit
- Items that are not in “as new” condition, including visible wear and tear, damage, or incorrect use
- Any issues related to postage delays, courier errors, or other shipping events (see our Shipping Policy for full details)
- These conditions are in line with Australian Consumer Law
4) Size Selection
- As a small business, we are no longer offering exchanges due to incorrect sizing being chosen by the customer
- If you receive your item and it doesn’t fit, you are welcome to on-sell the item privately and place a new order in your preferred size.
- All sizing information is clearly provided on the product page & FAQ Pages — please take care in selecting your correct size before ordering
- If you’re unsure of which size to choose, we recommend reaching out via email prior to placing your order for guidance
5) Notes
- By placing an order, the customer acknowledges they have reviewed all product and sizing information and understand that PolEssentials is not responsible for incorrect choices at checkout
- PolEssentials reserves the right to deny any refund or exchange request that falls outside of Australian Consumer Law
- We reserve the right to refuse service to any customer who is abusive or whose orders are flagged as potentially fraudulent or scam related. All such decisions are supported by internal records and evidence