1. Scope of This Policy

This Refund & Return Policy applies to eligible products purchased directly through the Pooltra website. It should be read together with our Terms & Conditions, Cancellation Policy, Privacy Policy, and any product-specific information displayed on the relevant product page.

The availability of a return, exchange, replacement, refund, or other remedy may depend on the nature of the issue, product type, delivery destination, applicable law, fulfilment method, and the evidence provided.

Nothing in this policy is intended to exclude, restrict, or override any rights or remedies that cannot lawfully be excluded under applicable consumer-protection law.

2. Made-to-Order and Print-on-Demand Products

Many products sold by Pooltra may be printed, manufactured, sourced, or fulfilled after an order is placed. These products may be created specifically according to the product, design, colour, size, or other variant selected by the customer.

Because such products may not be suitable for restocking or resale, Pooltra does not generally offer unrestricted returns or exchanges for non-defective products.

Customers are encouraged to carefully review all product information, images, size charts, descriptions, available variants, prices, estimated delivery information, and order details before completing a purchase.

3. Eligible Product Issues

Please contact Pooltra if you receive a product affected by one or more of the following issues:

Eligibility is subject to review and verification. Minor variations that are inherent to manufacturing, fabric, printing, product photography, or screen display may not constitute a defect.

4. Time Limit for Reporting an Issue

Customers should report an eligible damaged, defective, misprinted, materially incorrect, or incorrectly fulfilled product within 7 calendar days from the recorded delivery date.

Please inspect your order promptly after delivery. Claims submitted after this period may be difficult to verify or process and may be declined, except where a longer period or remedy is required by applicable law.

Reporting an issue does not automatically guarantee a refund, replacement, exchange, or return. Each request is reviewed based on the available information and circumstances.

5. Information and Evidence Required

To help us investigate and resolve an issue, please email support@pooltra.com and provide:

• Your Pooltra order number.
• The name and email address used to place the order.
• A clear explanation of the issue.
• Clear photographs showing the complete product.
• Close-up photographs showing any damage, defect, or printing issue.
• A photograph of the product label or size label, where relevant.
• Photographs of the outer packaging and shipping label, where relevant.
• Measurement photographs using a measuring tape, where the issue concerns product measurements.
• Any other information reasonably required to verify the claim.

An unboxing video may be requested where reasonably necessary, particularly where the nature or cause of an issue cannot be adequately established through photographs. Customers are encouraged, but not required in every case, to record the opening of delivered packages.

Please do not discard the product, packaging, labels, or other relevant materials while a claim is under review.

6. Available Resolutions for Eligible Claims

If a claim is verified and accepted, Pooltra may provide one or more appropriate remedies, depending on the circumstances and applicable law:

• A replacement of the affected product.
• A corrected product or variant.
• A full refund for the affected product.
• A partial refund, where appropriate and accepted by the customer.
• Store credit, where offered and accepted by the customer.
• Another reasonable resolution agreed with the customer.

The appropriate remedy will be determined based on the nature and severity of the issue, product availability, fulfilment feasibility, delivery location, applicable law, and other relevant circumstances.

A customer will not normally be entitled to receive both a full refund and a free replacement for the same affected item unless required by applicable law.

7. Incorrect Size Selected by the Customer

Customers are responsible for reviewing the product-specific size chart and selecting the appropriate size before placing an order. Sizes may vary between products, brands, garment styles, manufacturers, and fulfilment providers.

If the size delivered matches the size shown in the order confirmation, the delivery will not ordinarily be considered incorrect merely because the item does not fit as expected or because the customer would prefer another size.

Where a discretionary domestic size exchange is approved:

• The request should be submitted within 7 calendar days of delivery.
• The product must be unused, unworn other than for a reasonable fit check, unwashed, unaltered, undamaged, and in resalable condition.
• The product must be free from stains, makeup, deodorant marks, perfume, body odour, smoke odour, pet hair, damage, and other signs of use.
• Original tags, labels, accessories, and packaging should remain intact where supplied.
• An exchange, if approved, will generally be limited to another available size of the same product, design, and colour.
• Only one discretionary size exchange may be considered for an eligible item.
• The customer may be required to pay reverse-shipping, pickup, handling, reshipping, fulfilment, or other applicable costs.
• Any applicable exchange-related charge will be communicated before the exchange is processed.
• Pooltra may decline a request where an exchange is unavailable, impractical, disproportionately costly, or operationally infeasible.

Pooltra does not guarantee free size exchanges where the size selected by the customer was correctly supplied.

8. Product Measurements and Manufacturing Tolerances

Product measurements may vary slightly because of manufacturing processes, fabric characteristics, cutting, stitching, printing, finishing, measurement methods, or differences between production batches.

Minor measurement variations within the tolerance stated on the relevant product page, by the applicable manufacturer or fulfilment provider, or within a generally accepted manufacturing tolerance will not normally be treated as a defect.

Where applicable, an apparel measurement variation of approximately ±0.5 inch may fall within normal manufacturing tolerance. However, the applicable tolerance may vary by product and fulfilment source.

If you believe the delivered item materially differs from the applicable size chart, please provide clear flat-lay photographs showing the relevant measurements with a measuring tape, together with a photograph of the product's size label.

9. Colour and Appearance Variations

We aim to display product colours and designs as accurately as reasonably possible. However, the appearance of a product may vary slightly because of:

• Screen brightness and display settings.
• Device type and display calibration.
• Indoor, outdoor, studio, or ambient lighting.
• Fabric type, texture, composition, and garment colour.
• Printing, dyeing, production, and fulfilment processes.
• Minor variations between production batches.

Minor differences in colour, shade, brightness, saturation, texture, or appearance are not normally considered defects and do not ordinarily qualify for a return, exchange, or refund.

If the product received is materially different from the colour, design, or variant ordered—for example, if a different colour variant was supplied—please contact Pooltra with clear photographs for review.

10. Change of Mind and Preference-Based Returns

Unless required by applicable law or expressly stated otherwise, Pooltra does not generally accept returns, exchanges, or refunds for:

This limitation is important because many Pooltra products are printed, produced, or fulfilled specifically after an order is placed.

11. International Orders

Due to cross-border shipping costs, customs procedures, import and export requirements, longer transit times, fulfilment limitations, and operational complexity, non-defective international orders are generally not eligible for discretionary returns or exchanges.

International returns or exchanges will not ordinarily be accepted for:

• A customer-selected size that was correctly supplied.
• Change of mind.
• A preference for another colour, design, or product.
• Minor colour, shade, fit, or appearance differences.
• Personal preference or buyer's remorse.

International customers remain eligible to contact Pooltra regarding damaged, defective, materially incorrect, misprinted, or incorrectly fulfilled products.

For an accepted international claim, Pooltra may provide a replacement, refund, partial refund, or another appropriate remedy, depending on the circumstances, applicable law, product availability, and operational feasibility.

Pooltra may resolve an eligible international claim without requiring the physical product to be returned where return shipping would be impractical or disproportionately costly.

12. Return Authorization Is Required

Products sent without authorization, sent to an incorrect address, sent directly to a fulfilment provider, or returned using an unauthorized method may be refused, delayed, lost, or ineligible for reimbursement.

The return address, if a physical return is required, may differ depending on the product, fulfilment provider, delivery country, and circumstances. The Pooltra office or registered address should not be assumed to be the applicable product-return address.

Pooltra is not responsible for unauthorized return costs or for products sent without following the return instructions provided.

13. Return Shipping and Related Costs

Where a return is required because Pooltra or its fulfilment process supplied a verified damaged, defective, materially incorrect, or incorrect product, Pooltra will provide appropriate instructions regarding return arrangements and eligible costs.

Where a discretionary non-defective domestic size exchange is approved after the customer selected the size, the customer may be responsible for reasonable reverse-shipping, pickup, handling, reshipping, fulfilment, or related costs.

Customers should not independently purchase return shipping and assume reimbursement unless Pooltra has agreed to it in writing.

Original shipping charges, customs duties, import taxes, handling charges, and other third-party charges may be non-refundable except where required by applicable law or expressly confirmed by Pooltra.

14. Condition of Products Submitted for Return or Exchange

Where Pooltra authorizes the physical return of a non-defective product, the item must generally be:

• Unused and unworn, except for a reasonable fit check where applicable.
• Unwashed and unaltered.
• Free from damage caused after delivery.
• Free from stains, makeup, deodorant marks, perfume, body odour, smoke odour, pet hair, and other signs of use.
• Returned with original tags, labels, accessories, and packaging where supplied.
• Securely packaged in accordance with the return instructions.

Pooltra may decline a discretionary return or exchange if the product does not satisfy the applicable condition requirements. These requirements do not remove any non-excludable rights relating to genuinely defective or incorrectly supplied products.

15. Items and Situations Generally Not Eligible

Subject to applicable law, a return, exchange, replacement, or refund may be declined where:

16. Incorrect Address, Failed Delivery, Refused Delivery, and Unclaimed Packages

Customers are responsible for providing a complete and accurate delivery address, postal or ZIP code, recipient name, contact details, and any information reasonably required for delivery.

If a package is returned, delayed, lost, or cannot be delivered because of an incorrect or incomplete address, customer unavailability, refusal to accept delivery, failure to respond to the carrier, failure to collect the package, unpaid customs charges, or another circumstance attributable to the customer, Pooltra may require payment of applicable reshipping, return, handling, fulfilment, customs, or other costs before arranging another shipment.

Refunds are not guaranteed in such circumstances. Any available resolution will depend on whether the product is returned, its condition, recoverable costs, fulfilment limitations, applicable law, and the circumstances of the case.

17. Packages Marked Delivered but Not Received

If tracking shows that a package has been delivered but you cannot locate it, please:

1. Check the delivery location, mailbox, reception, security desk, parcel area, and other safe locations.
2. Ask household members, neighbours, building staff, or anyone who may have accepted the package.
3. Review any delivery photograph, notification, or carrier update.
4. Contact the delivery carrier where appropriate.
5. Contact Pooltra promptly if the package remains missing.

Pooltra may assist with a carrier or fulfilment investigation where reasonably possible. A replacement or refund is not automatic where carrier records show successful delivery and will depend on the investigation, available evidence, applicable law, and the circumstances.

18. Lost or Significantly Delayed Shipments

Delivery estimates are estimates and may be affected by carrier delays, customs processing, weather, public holidays, operational disruptions, remote locations, force-majeure events, or other circumstances outside Pooltra's reasonable control.

If tracking has not updated for an extended period or a package may be lost, please contact Pooltra. We may investigate with the relevant carrier or fulfilment provider.

If a shipment is confirmed as lost or otherwise qualifies for a remedy, Pooltra may arrange a replacement, refund, or another appropriate resolution, subject to applicable law and the circumstances.

19. Refund Processing

Once a refund is approved, Pooltra will initiate it using the original payment method where reasonably possible, unless another lawful method is required or agreed.

Pooltra will generally initiate an approved refund within 5 to 10 business days after approval or after any required returned product has been received and inspected.

After a refund is initiated, the time required for the amount to appear may depend on the payment gateway, card issuer, bank, financial institution, payment method, country, and currency. Pooltra does not control third-party banking or payment-processing timelines.

Any estimated refund timeline excludes weekends, public holidays, banking delays, payment-provider delays, compliance reviews, and circumstances outside Pooltra's reasonable control.

20. Cash on Delivery Refunds

Where a refund is approved for an order paid using Cash on Delivery and a cash reversal is not technically available, Pooltra may request appropriate bank-account or other supported payment details from the customer to process the refund.

Customers must provide accurate information requested through an authorized Pooltra communication channel. Pooltra may conduct reasonable verification before processing the refund.

Pooltra will never request passwords, card PINs, CVVs, UPI PINs, one-time passwords, or online-banking credentials to issue a refund.

21. Refund Amounts

The amount refunded will depend on the accepted claim and the applicable remedy.

Where a full refund is approved for an eligible affected item, the refund may include the amount paid for that item and any other amount required by applicable law.

Original shipping charges, priority or expedited shipping charges, customs duties, import taxes, brokerage charges, currency-conversion charges, payment-provider fees, and other third-party charges may not be refundable unless required by applicable law or expressly approved by Pooltra.

If only part of an order is affected, any approved refund may be limited to the affected product or portion of the order.

22. Promotions, Discounts, Bundles, and Store Credit

Where an order was purchased using a discount, coupon, promotional offer, bundle price, or store credit, any approved refund may be calculated using the amount actually paid and allocated to the affected product.

Discounts and promotional benefits may be adjusted where a partial refund changes the eligibility of the original order, to the extent permitted by applicable law.

Coupons, promotional benefits, or store credit may not be redeemable for cash unless required by law. Any reissue or restoration will depend on the applicable promotion or store-credit terms.

23. Cancellations Before Fulfilment

Cancellation requests are governed by Pooltra's separate Cancellation Policy.

Because orders may enter production, printing, packing, or fulfilment shortly after they are placed, cancellation is not guaranteed after an order has been submitted.

If you wish to request a cancellation, contact Pooltra as soon as possible at support@pooltra.com.

Please review our Cancellation Policy for further information.

24. Chargebacks and Payment Disputes

We encourage customers to contact Pooltra before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Customers should provide accurate and complete information when raising a payment dispute. Pooltra may provide relevant order, payment, fulfilment, tracking, delivery, communication, and policy records to payment providers, banks, card networks, or other authorized parties when responding to a dispute.

Nothing in this section prevents a customer from exercising any lawful right to dispute an unauthorized, fraudulent, or otherwise eligible transaction.

25. Abuse, Fraud, and Excessive Claims

Pooltra reserves the right, to the extent permitted by law, to investigate, limit, decline, or take appropriate action regarding claims that appear fraudulent, misleading, abusive, duplicated, manipulated, unsupported, or inconsistent with available evidence.

This may include repeated claims, false statements, altered evidence, deliberate product damage, misuse of return processes, or attempts to obtain both a refund and replacement without valid entitlement.

Pooltra may also take reasonable measures to protect its customers, business, payment systems, fulfilment partners, and legal rights.

26. Mandatory Consumer Rights

This policy is intended to operate consistently with applicable consumer-protection laws.

Nothing in this policy excludes, limits, or waives any statutory right, warranty, guarantee, remedy, cooling-off right, or other protection that cannot lawfully be excluded or limited in the customer's jurisdiction.

Where applicable law provides a customer with rights or remedies that are more favourable than a provision of this policy, the applicable legal requirement will prevail to the extent required.

Certain rights may vary depending on the customer's location, product type, whether a product is personalized or made to order, and the circumstances of the transaction.

27. Changes to This Policy

Pooltra may update this Refund & Return Policy from time to time to reflect changes in our products, fulfilment methods, business practices, operational requirements, legal obligations, or applicable regulations.

The latest version will be published on this page with an updated revision date. Where required by law, we will provide additional notice of material changes.