Refund policy

At Poulanker, customer satisfaction is important to us. We aim to provide a clear and straightforward return, exchange, and refund process.

This Return & Refund Policy applies to orders purchased through www.poulanker.com and delivered within the United States.

We accept returns for both defective and non-defective products, subject to the conditions described below.

1. 30-Day Return Window

You may request a return or exchange within 30 calendar days after your order is delivered.

Return or exchange requests submitted after the 30-day return window may not be accepted.

2. Return Eligibility

We accept returns of products in new condition.

To qualify for a return or exchange, the product must be:

  • Unworn, unused, and unwashed
  • In the same condition in which it was received
  • Free from stains, odors, marks, damage, or alterations
  • Returned with the original tags attached
  • Returned with its original packaging and accessories, when applicable
  • Accompanied by the order number or other proof of purchase

Footwear should only be tried on indoors on a clean surface. Footwear showing signs of outdoor wear, sole marks, scuffs, or other signs of use may not qualify for a return or exchange.

Poulanker reserves the right to decline a return if the product does not meet these eligibility requirements.

3. How to Request a Return or Exchange

To request a return or exchange, contact us at hello@poulanker.com within 30 days after delivery.

Please include:

  • Your order number
  • The email address used to place the order
  • The product you wish to return or exchange
  • The reason for your request
  • Clear photographs if the product is damaged, defective, or incorrect

Our customer support team will review your request and provide the appropriate return instructions and return address.

Do not send a product back before receiving return authorization and instructions from us. Unauthorized returns or products sent to an incorrect address may not be accepted or refunded.

4. Return Method

Returns are accepted by mail only.

We do not accept in-person returns at our business and correspondence address.

Authorized returns must be mailed to the return address provided by our customer support team. The appropriate return location may differ from the business address shown on our website.

Please include your order number or return authorization information inside the package.

5. Return Labels and Return Shipping Costs

Standard Returns and Exchanges

For non-defective returns or exchanges, including requests caused by an incorrect size selection, color preference, style preference, or a change of mind:

  • The customer is responsible for arranging and paying for return shipping
  • Poulanker does not provide a prepaid return label
  • Return shipping costs are non-refundable

We strongly recommend using a trackable shipping service and keeping your shipping receipt and tracking number until your return has been completed.

Poulanker is not responsible for a return package that is lost or damaged while being shipped by a customer-selected carrier.

Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, Poulanker will be responsible for the applicable return shipping costs after the issue has been reviewed and approved.

Depending on the situation, we may provide a prepaid return label, reimburse reasonable return shipping costs, send a replacement, or issue a refund.

Do not purchase return postage for a damaged, defective, or incorrect product before receiving instructions from us.

6. Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, or different from what you ordered, contact us at hello@poulanker.com within the 30-day return window.

Please provide your order number and clear photographs showing:

  • The product received
  • The damaged or defective area
  • The product packaging
  • The shipping label, when relevant

After reviewing the information, we will provide an appropriate solution, which may include a replacement, exchange, or refund.

7. Exchanges

Poulanker accepts exchanges of products that meet the conditions of this policy.

Exchange requests must be submitted within 30 days after delivery, and the original product must be returned in new, unworn, unused, and unwashed condition.

For exchanges requested because of size, color, style, or personal preference:

  • The customer is responsible for the cost of returning the original product
  • The replacement product is subject to availability
  • Any applicable price difference will be communicated before the exchange is completed

After the returned product has been received and approved, the replacement will be shipped using standard shipping at no additional shipping charge within the United States.

If the requested replacement is unavailable, you may select another available product or receive a refund to your original payment method.

For exchanges caused by a damaged, defective, or incorrect product, Poulanker will cover the applicable return and replacement shipping costs.

8. Refund Inspection and Approval

After we receive your return, we will inspect the product to confirm that it meets the requirements of this policy.

We will notify you by email when your return has been approved or declined.

If approved, the refund will include the amount paid for the eligible returned product and any applicable sales tax associated with that product.

9. Refund Processing Time

Approved refunds will be issued to the original payment method within 3 business days after the returned product has been inspected and approved.

After we issue the refund, your bank, card issuer, PayPal, or other payment provider may require additional time to post the funds to your account. This additional processing time is determined by your payment provider and is outside Poulanker’s control.

10. Original Shipping Charges

If you paid a shipping charge when placing your order, the original shipping charge is generally non-refundable for returns caused by size selection, color preference, style preference, or a change of mind.

If the return results from a damaged, defective, or incorrect product sent by Poulanker, any applicable original shipping charge will also be refunded.

11. Restocking Fees

Poulanker does not charge restocking fees for returns or exchanges that meet the requirements of this policy.

12. Items That Cannot Be Accepted

We cannot accept:

  • Products returned after the 30-day return window
  • Products that have been worn, used, washed, altered, or damaged after delivery
  • Products with stains, odors, sole wear, scuffs, or other signs of use
  • Products returned without their original tags or required packaging
  • Products sent without prior return authorization
  • Products that do not match the return request or order information

This restriction does not apply when a product was delivered damaged, defective, or incorrect and the issue has been reported and approved by Poulanker.

13. Contact Information

For questions about returns, exchanges, refunds, or damaged products, please contact us:

Store Name: Poulanker
Website: www.poulanker.com
Email: hello@poulanker.com
Phone: +1 820-787-8481

Business and Correspondence Address:
216 Murray School Rd
Pottstown, PA 19465
United States

Please do not send returns to this address unless our customer support team specifically instructs you to do so.

Customer Support Hours:
Monday–Friday: 9:00 AM–6:00 PM Eastern Time (ET)
Saturday–Sunday: Closed

We aim to respond within 1–2 business days. Messages received outside our normal support hours will be reviewed on the next business day.