Refund policy

Cancellation

As we process orders after a 2-hour purchase window, if you'd like to cancel your order for any reason, please contact us at support@victorwilliampolo.com and we'll handle your request promptly. Any changes to your address or other order details can also be made during this time.

Damages and Issues

Please inspect your order upon delivery and contact us immediately at support@victorwilliampolo.com if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right. All damage and defects must be reported within 30 days of your order arriving.

If confirmed damaged or defective, we'll issue and ship a replacement immediately after evaluation.

For any return enquiries, contact us at support@victorwilliampolo.com.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, place a separate order for the new item.

European Union 14-Day Cooling-Off Period

If your merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition it was received — unworn, unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase.

Change of Mind

We do not offer refunds or exchanges for change-of-mind purchases, including items purchased on sale or as part of a promotional offer.

To help you make the right choice, we provide detailed product descriptions, specifications, and images on our website. If you have any questions before purchasing, our support team is happy to assist.

Orders Delayed or Stuck in Transit

We do not issue refunds for orders that are still in transit or experiencing delays caused by the courier or customs authorities, as these are outside our control. Once an order has been dispatched, our ability to intervene in shipping or customs processes is limited.

If a shipment shows no movement for an extended period, we may offer a one-time replacement at no additional cost as a gesture of goodwill.

If you have any concerns about your order, please reach out to our support team.

Refunds

We'll notify you once we've received and inspected your return, and let you know whether the refund has been approved. If approved, you'll be refunded automatically to your original payment method within 10 business days. Please note it may take additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at support@victorwilliampolo.com.