Return & Refund Policy

At Polliholic, each piece is thoughtfully created with care. We want you to be happy with your purchase and are here to help if something isn't right.

7-Day Returns — Non-Personalised Items

We offer a 7-day change-of-mind return policy for eligible non-personalised items. This means you have 7 days after receiving your order to request a return.

To be eligible for a change-of-mind return, your item must be unused, in its original condition and packaging, with any original tags attached. Proof of purchase is also required.

To request a return, please contact us at info@polliholic.com before sending your item back.

If your return is approved, we will provide instructions on how and where to send your package.

Return Shipping Costs

Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges are non-refundable for these returns.

We recommend using a tracked shipping service, as customers are responsible for ensuring that returned items reach us safely.

Please note that returns sent without prior approval may not be accepted under our change-of-mind policy.

Personalised & Custom-Made Items

As our personalised and custom-made products are individually created to your specifications, we do not accept change-of-mind returns or exchanges for these items.

This includes, but is not limited to, custom pet portraits, personalised wooden gifts, name ornaments and other commissioned artworks.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if your item arrives damaged, is defective or is not what you ordered.

Email info@polliholic.com with your order number, a description of the issue and, where possible, clear photographs.

We will assess the issue and work with you to provide an appropriate solution in accordance with Australian Consumer Law.

Where a product is confirmed to have a problem covered by consumer guarantees, we will reimburse reasonable return postage costs where required by law.

Sale Items & Gift Cards

We do not accept change-of-mind returns for sale items or gift cards.

Exchanges

For eligible non-personalised items, please contact us to discuss your exchange request.

If you would prefer a different item, the simplest option may be to return the original item under our change-of-mind policy and place a new order once the return has been approved.

Personalised and custom-made items cannot be exchanged due to a change of mind.

Refunds

Once we have received and inspected an eligible return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please allow additional time for your bank or payment provider to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@polliholic.com.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.

Nothing in this policy limits or excludes your statutory rights, including your entitlement to an appropriate remedy where a product fails to meet applicable consumer guarantees.

Contact Us

For any questions regarding returns, exchanges or refunds, please contact:

Polliholic
Email: info@polliholic.com
Website: www.polliholic.com