Return Policy

Last updated: July 31, 2026

Polynesian Pride operates on a made-to-order model. Each product is produced specifically for the customer after an order is placed. This policy explains when a physical return is required and when an issue can be resolved without returning the product. It works together with our Refund Policy, Exchange & Replacement Policy, and Shipping Policy.

1. Return Request Window

For eligible product-related claims, please contact our Support Team within 30 days of the delivery date. For a package that was never marked as delivered, please use the lost-order timeframe in our Shipping Policy.

Please provide your order number, a clear description of the issue, and clear photos of the full product and the affected area. A photo of the shipping label is not required. For size discrepancies caused by us, place the garment flat and provide photos showing the chest width and length with a measuring tape or ruler. We will notify you of approval or rejection by email within 2 business days.

2. Cases That Do Not Require a Return

You normally do not need to send the original product back when:

• we sent the wrong item, design, color, or size;
• the product has a manufacturing defect;
• the product was damaged during shipping;
• the product is significantly different from the confirmed order;
• personalization is incorrect because of our error; or
• you selected the wrong size and use our one-time $15 size replacement option.

After reviewing the claim, we will confirm the available replacement, refund, partial refund, store credit, or discount option.

3. Customer Selected the Wrong Size

If the product was made and shipped in the size selected by the customer, but it does not fit, we offer one size replacement for a fixed fee of $15 per replacement item.

• the original item does not need to be returned;
• the fee covers one remake and standard replacement shipping; and
• the replacement is limited to one time for the affected item.

If we sent a size different from the size shown in the order confirmation, the replacement is free.

4. Change-of-Mind Requests

You may cancel an order for a full refund within 24 hours of placing it. After 24 hours, we cannot guarantee cancellation because production may already have started. Once an order has entered production, shipped, or been delivered, we do not accept returns or provide full refunds solely because the customer changed their mind, no longer needs the product, or prefers another item. In these situations, we may offer store credit or a 50% discount code for a new order. Any such support is provided at our discretion and does not require the original product to be returned.

5. When a Physical Return Is Required

In limited cases, our Support Team may require a physical return before completing a refund or another resolution. Do not send any product back unless you have received written return authorization and the correct return address.

If a physical return is authorized, the item must:

• be unwashed and free from stains, odors, damage, or signs of extended wear;
• include original tags and product packaging where applicable; and
• be returned with the order number or return authorization information.

Customers may try on apparel briefly to check the fit. Trying on an item does not make it ineligible, provided it remains clean, unwashed, and in resalable condition.

6. Non-Returnable Items

The following items are not eligible for voluntary physical returns:

• gift cards;
• personalized products made correctly according to the information submitted by the customer;
• products made and shipped correctly when the customer changes their mind or no longer needs the product; and
• products that have been washed, altered, damaged after delivery, or used beyond a brief fit check.

Personalized products remain eligible for review if they are defective, damaged, lost, incorrectly personalized by us, or different from the confirmed order.

7. Physical Return Process

1. Contact Support: email support@polynesianpride.co within the applicable claim period and include your order number and the reason for the request.
2. Review: after receiving all required information, we will notify you of approval or rejection within 2 business days.
3. Return Authorization: if a physical return is required, we will provide written instructions and the correct warehouse address.
4. Ship the item: pack it securely and use a trackable shipping service. Do not ship the item to the sender address shown on the package or to our corporate address unless we specifically instruct you to do so.

8. Return Shipping & Restocking Fees

We do not charge a restocking fee on approved returns.

• Our error or verified defect: if we require the product to be returned because of a verified defect, damage, or an error on our part, we will cover the authorized return shipping cost.
• Authorized exceptions: in rare cases where our Support Team explicitly authorizes a physical return for a reason not caused by our error, the customer is responsible for the return shipping cost, which we confirm in writing before you ship anything.

An authorized exception does not create a general right to return a made-to-order product because of a change of mind, incorrect size selection, or personal preference. The one-time $15 wrong-size replacement does not require the original product to be returned.

9. Refund Timeline & Shipping Charges

After an eligible return or photo-based claim is approved, we will process the refund to the original payment method within 3 to 5 business days.

• PayPal: funds normally appear within 3 to 5 business days after processing.
• Credit / debit cards: your card issuer may take up to 10 to 15 business days to post the refund.

Original shipping charges are non-refundable unless the refund is due to a verified defect, damage during shipping, an incorrect item sent by us, or another confirmed error on our part. If only part of an order is affected, the refund will normally be limited to the affected product and any shipping charge directly associated with that product.

10. Return Facilities & Contact Information

Our return facilities are located in the United States, Canada, and the United Kingdom. The exact return warehouse address will be provided with your written Return Authorization. Returns must be sent only to the address provided by our Support Team. Sending a product to the sender address shown on the package, our corporate address, or another unauthorized address may delay or prevent the return from being accepted.

The corporate address is not a return warehouse. Please contact our Support Team to receive the correct Return Authorization and return address.