Refund policy

At Pollylux, your satisfaction is important to us. If your purchase doesn't meet your expectations, you may request a return in accordance with the policy outlined below.

Return Window

Returns are accepted within 30 days from the date your package is delivered.

To qualify for a return, the item must:

  • Be unused and unworn.
  • Be in its original condition.
  • Include all original tags.
  • Be free from odors, stains, makeup, perfume, pet hair, or other signs of use.
  • Be returned in the original packaging whenever possible.

Items that do not satisfy these requirements may not be eligible for a refund.

Non-Returnable Products

For health, hygiene, or promotional reasons, the following items cannot be returned:

  • Underwear and lingerie
  • Bras and shapewear
  • Swimwear with the hygiene seal removed
  • Bodysuits
  • Earrings
  • Gift cards
  • Personalized or customized products
  • Final Sale and Clearance items
  • Products damaged through improper use or washing

Requesting a Return

Before returning any merchandise, please contact our customer service team for return approval.

Email:
hello@pollylux.com

To help us process your request, please include:

  • Order number
  • Item(s) you wish to return
  • Reason for the return
  • Photos (if the item is damaged, defective, or incorrect)

After your request has been reviewed, we'll provide the appropriate return instructions.

Returns sent without authorization may not be accepted.

Return Shipping

Unless the return is the result of our mistake (such as receiving a defective or incorrect product), customers are responsible for return shipping costs.

Original shipping charges are not refundable.

For your protection, we recommend using a shipping service with tracking, as Pollylux cannot be responsible for return parcels lost during transit.

Damaged, Defective, or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us within 7 days after delivery.

Please provide:

  • Your order number
  • Photos of the product
  • Photos of the shipping label and packaging

Once verified, we'll work with you to resolve the issue as quickly as possible.

Refund Process

After we receive and inspect your returned item(s), we'll notify you by email regarding the approval status of your refund.

Approved refunds are issued to the original payment method within 5–10 business days.

Depending on your financial institution, additional processing time may be required before the funds appear in your account.

Order Cancellation

Orders may be canceled within 12 hours after purchase.

Once processing or shipment has begun, cancellation requests can no longer be accepted.

Shipping Restrictions

Please note:

  • We do not ship to APO, FPO, or DPO military addresses.
  • Orders cannot be rerouted after shipment.
  • Customers are responsible for providing accurate shipping information at checkout.

Payment Disputes

If you have any concerns regarding your order, we encourage you to contact us before opening a chargeback or payment dispute.

Our support team is committed to finding a fair and timely resolution.

Return Address Notice

The business address listed on our website is used only for business correspondence and is not our return facility.

Please do not send returned items to this address. Contact customer support first to receive the correct return address and authorization.

Contact Us

Pollylux

Email:
hello@pollylux.com

Business Address:
612 Madison Street
Hackettstown, NJ 07840
United States

Business Address Only – Not a Return Address

If you have any questions regarding returns or refunds, please contact hello@pollylux.com. We aim to respond to all inquiries within 24–48 business hours.