My refund/exchange hasn't been processed, what can I do?Updated 2 days ago

We recognise how frustrating it can be to wait for a refund after you've returned an item. There might be several reasons for delays, and we're here to guide you through understanding what might be causing the hold-up.

Why Hasn't My Refund Arrived Yet?

Returns can take varying times to reach our warehouse, influenced by the country of origin and the courier service used for the return. Delivery timelines can range from a few days to approximately 30 days.

Tracking Your Return's Status

To obtain the latest information on your return, we recommend using the tracking service provided by your chosen courier. If your return is marked as 'Returned,' 'Delivered,' 'Returned To Warehouse,' or something similar, rest assured it signifies your item(s) have safely arrived back at our warehouse. Our team will verify and scan your returned items within 7 working days of arrival. We appreciate your patience during this period and will notify you via email once your return has been processed and your refund is initiated.

After processing, please allow up to 5 working days for the refund to reflect in your account subject to your bank's processing times.

When Should You Expect Your Refund?

If you haven't seen an update on your return tracking after 10 working days, we are here to help. When contacting us, please have the following ready:

• Proof of return postage (like a photo of your receipt).
• Your order number (for example, #67890).

Our dedicated team will respond to your inquiry as quickly as possible. We're committed to making your return process as smooth and straightforward as possible.

What to do if your return parcel has not arrived?

If your return tracking has stopped updating, your return parcel may be lost in transit. What happens next depends on the return method you have chosen.

1. If you sent your return using one of our return portal postage labels:
   1. If your tracking has not updated in 7 working days, please contact our customer service team so that they can process your refund and raise a claim with the courier. 
2. If you sent your return using your own postage label, not purchased within our return portal:
   1. Please contact your courier to raise an investigation and to submit a claim for your return parcel costs.
   2. You can only submit a claim with your courier if you returned your parcel with cover against loss
   3. PoleJunkie is not liable for lost return parcels posted with labels purchased outside of our return portal

To ensure you receive a full refund for your return parcel, we would always recommend posting returns using a tracked and insured service.