Refund & Return Policy

1. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

• Returned within 30 days of the delivery date
• Item is in its original condition — unused, unworn, and undamaged
• Item is in original packaging (where applicable)
• Proof of purchase (order confirmation email) is provided

Items showing signs of use, damage caused after delivery, or missing original packaging may be subject to a partial refund at our discretion.

2. How to Request a Refund

Refund requests are simple and handled within 1–2 business days:

1. Email us at bigmoetsyos@polsia.app with your order number and reason for the return
2. We'll confirm eligibility and send you return instructions (including return shipping address)
3. Ship the item back — we recommend using a trackable shipping method
4. Refund issued within 5–7 business days of receiving the returned item

Refunds are credited to your original payment method. Allow 3–5 additional business days for your bank or card issuer to process the credit.

3. Exchanges

We offer exchanges for items of equal or lesser value within the 30-day return window, subject to availability. To request an exchange, follow the same process as a return and specify the item you'd like in exchange.

For items of greater value, the difference will be charged separately.

4. Non-Refundable Items

The following items are not eligible for returns or refunds:

• Digital products and downloadable content
• Personalized or custom-made items
• Perishable goods (food, flowers, etc.)
• Items marked as "Final Sale" or "Non-Returnable" at the time of purchase
• Gift cards and store credits
• Items damaged due to misuse, accidents, or improper care after delivery

5. Damaged or Defective Items

If your item arrives damaged or defective, we'll replace it or issue a full refund at no cost to you — including return shipping.

Please report damaged or defective items within 7 days of delivery. Email bigmoetsyos@polsia.app with your order number and photos of the damage.

6. Return Shipping Costs

For standard returns (change of mind, no longer needed), return shipping is the customer's responsibility.

For returns due to our error — wrong item shipped, defective product, or damaged in transit — we will cover the cost of return shipping in full.

7. Chargeback & Dispute Policy

We take fraud and payment disputes seriously. If you believe there is an unauthorized charge, please:

1. Email us at bigmoetsyos@polsia.app with your order number and concern
2. Allow us 48 hours to investigate and respond
3. If we cannot resolve it, we will fully support any bank dispute process

Filing a chargeback without first contacting us may result in your account being flagged for suspicious activity and future orders being declined.

8. Order Cancellations

Orders can be cancelled within 24 hours of placement, provided they have not yet shipped. Email bigmoetsyos@polsia.app as soon as possible with your order number.

Once an order has shipped, it cannot be cancelled and must go through the standard return process.

9. Late or Missing Refunds

If you haven't received your refund after the stated timeframes:

• Check your bank account or card statement again
• Contact your bank — processing times vary by institution
• If you've done both and still haven't received your refund, email us at bigmoetsyos@polsia.app