Refund policy

RETURN AND REFUND POLICY

Standard Products

You may return standard products within 14 days of receiving the goods. To initiate a return, contact us at care@polebicycles.com within the 14-day period.

The product must be returned unused and in its original packaging. The customer bears the cost of return shipping. A 10% restocking fee applies.

Once we receive and inspect the returned product, we will process your refund within 14 days to the original payment method.

Made-to-Order Products

Hiisi Bespoke frames and builds are manufactured to the customer's individual specifications. The right of withdrawal does not apply to personalised or custom-made products in accordance with EU consumer protection law. Specific terms for Bespoke orders are provided separately at the time of order.

Defective Products

If you receive a defective product, contact us at care@polebicycles.com with your order details and a description of the defect. We will arrange repair, replacement or refund in accordance with your statutory warranty rights.

Contact

Pole Bicycles — care@polebicycles.com