Exchange & Replacement Policy

Last updated: August 3, 2026

This Exchange & Replacement Policy applies to purchases made from Polynesian Pride, operated by Polynesian Pride LLC.

We want every customer to receive the correct product in good condition. If there is a verified issue with an order, the available resolution may be a replacement, full refund, partial refund, store credit, or discount code, depending on the cause and severity of the issue.

Because many Polynesian Pride products are custom-made, personalized, or printed after an order is placed, exchanges and replacements are subject to the procedures and time limits stated below.

This policy works together with our Return Policy, Refund Policy, and Shipping & Delivery Policy.

Nothing in this policy excludes, restricts, or waives a consumer right that cannot lawfully be excluded, restricted, or waived.

Restocking fee: Polynesian Pride does not charge a restocking fee for an approved claim or authorized return.

1. Wrong Item, Design, Color, or Size Sent by Us

If Polynesian Pride sends an item, design, color, or size that does not match the order confirmation, contact us within 30 days of delivery.

After the error is verified, the customer may choose one primary resolution:

• A free replacement with the correct product; or
• A full refund for the affected product.

The incorrect product normally does not need to be returned.

If Polynesian Pride requires a physical return, we will provide written Return Authorization, confirm the correct return address, and cover the authorized return-shipping cost.

The $15 customer-selected wrong-size procedure in Section 7 does not apply when Polynesian Pride sends a size different from the size shown in the order confirmation.

2. Missing Items

If one or more products are missing from a delivered package, contact us within 30 days of delivery.

Please provide photographs showing:

• All products received;
• The complete contents of the package; and
• The original packaging.

A photograph of the shipping label is not required, but it may help us identify the shipment and fulfillment record.

After verification, the customer may choose one primary resolution:

• Free shipment of the missing product; or
• A full refund for the missing product.

3. Defective, Damaged, or Poor Print Quality

Contact Polynesian Pride within 30 days of delivery if a product arrives with a manufacturing defect, material damage, or poor print quality.

Examples may include:

• Torn fabric or broken components;
• A materially blurry or faded print;
• Peeling or cracking present upon delivery;
• A substantial manufacturing flaw;
• An unusable product; or
• A product materially different from its description.

Provide a photograph showing the full product and a close-up photograph showing the affected area.

A shipping-label photograph is not required for a print-quality or manufacturing-defect claim.

• Major defect: A verified defect that prevents normal use may qualify for a free replacement or full refund.
• Minor issue: A verified issue that does not prevent normal use may qualify for a partial refund or store credit.

A physical return is usually not required. If we require one, Polynesian Pride will cover the authorized return-shipping cost.

4. Color Differences and Print Placement

The color of a physical product may appear slightly different from website images because of screen settings, display calibration, lighting, fabric, product materials, ink, or normal printing variations.

A minor color difference caused by these factors is not normally considered a defect.

For print-on-demand products, a design-placement variation of up to approximately 1–2 inches from the digital mockup may fall within normal production tolerance, provided the product remains correctly made and usable.

A substantial color discrepancy, materially misplaced design, incorrect orientation, or other significant production error remains eligible for review.

A wrong color variant is different from a normal color variation. For example, receiving a blue product after ordering a black product is treated as an incorrect item under Section 1.

5. Damage During Shipping

If a package or product is damaged during shipping, contact us within 30 days of delivery.

Where available, provide photographs showing:

• The outside of the shipping package;
• The internal packaging materials;
• The full product; and
• A close-up of the damaged area.

A photograph of the shipping label is not required, but it may assist with a carrier claim.

A verified major shipping-damage claim may qualify for a free replacement or full refund.

If the product remains usable and the damage is minor, the available resolution may be a partial refund or store credit.

If Polynesian Pride requires the damaged product to be returned, we will cover the authorized return-shipping cost.

6. Personalized Products

Personalization Error Caused by Polynesian Pride

If Polynesian Pride, our website, production team, or manufacturing partner produces personalization that does not match the information submitted and confirmed in the order, the customer may choose:

• A corrected replacement free of charge; or
• A full refund for the affected product.

A physical return is usually not required.

Incorrect Personalization Submitted by the Customer

Customers are responsible for checking all names, dates, wording, numbers, photographs, messages, and other personalized details before submitting an order.

If the product was correctly made according to information submitted by the customer, it does not qualify for a free replacement or full refund.

Polynesian Pride may provide a 50% discount code toward a corrected replacement order.

A physical return is not required for this resolution.

7. Customer Selected the Wrong Size

If a product was made and shipped in the size selected by the customer but does not fit, Polynesian Pride offers a one-time wrong-size replacement.

• The customer pays a fixed charge of $15 USD per replacement product.
• The charge covers one remake and standard replacement shipping.
• The original product does not need to be returned.
• The customer may keep, donate, or responsibly dispose of the original product.
• The replacement is limited to one time for each affected product.

If the replacement product itself arrives defective, damaged, or incorrect, that is treated as a separate product issue under this policy.

If Polynesian Pride sends a size different from the size shown in the order confirmation, the customer may receive a free replacement or full refund after verification.

8. Change of Mind and Order Cancellation

A customer may cancel an order for a full refund by contacting Polynesian Pride within 24 hours of placing the order.

A valid cancellation request received within the first 24 hours will be honored even if production has already started.

Requests to change the size, color, or design must also be submitted within 24 hours of ordering.

After the first 24 hours, a correctly made product does not qualify for a free full refund solely because the customer:

• Changed their mind;
• No longer needs the product;
• Prefers another product;
• Does not like the style;
• Does not like the correctly selected color; or
• Does not like the fit of a product made in the selected size.

For an eligible post-24-hour change-of-mind request, Polynesian Pride may provide one primary resolution:

• Store credit; or
• A 50% discount code toward a new order.

A physical return is not normally required.

If the issue is a wrong size selected by the customer, the one-time $15 replacement in Section 7 remains available.

9. Lost Orders

If a package was never marked as delivered and appears lost, report the issue within 30 days after the latest estimated delivery date.

We may request confirmation of the shipping address and other information reasonably required for a carrier investigation.

If the carrier confirms that the package was lost before delivery, the customer may choose one primary resolution:

• A free replacement; or
• A full refund.

If tracking has stopped updating for an extended period, contact support@polynesianpride.co so we can investigate.

10. Delivered but Not Received

If tracking shows that a package was delivered but the customer cannot locate it, the customer should first check:

• Other household members;
• Neighbors or nearby delivery locations;
• Building reception, mailroom, or property management;
• Safe delivery locations around the address;
• The local post office or final-mile carrier; and
• Any delivery photograph or location note provided by the carrier.

If the package still cannot be located, contact Polynesian Pride promptly.

Where appropriate, we may open an investigation with the shipping carrier.

A tracking status of “Delivered” does not automatically qualify an order for a refund or replacement. Any resolution will depend on the available evidence, carrier findings, and circumstances of the shipment.

11. Late Delivery

Required Delivery Date Confirmed in Writing

If the customer informed Polynesian Pride of a required delivery date before production began and our Support Team expressly confirmed that deadline in writing, but the order arrived after the confirmed date, the customer may qualify for a full refund.

No Required Delivery Date Confirmed

If no specific deadline was confirmed in writing before production began, delivery after the estimated timeframe does not automatically qualify for a full refund.

Depending on the length of the delay, tracking information, carrier findings, customs status, destination, and other circumstances, the available primary resolution may be a partial refund, store credit, discount code, or another reasonable resolution.

If an order has not arrived within 30 business days from dispatch, contact Polynesian Pride so we can investigate.

Additional delivery information is available in our Shipping & Delivery Policy.

12. Incorrect Shipping Address

Address-Change Requests

A request to change the shipping address must be submitted within 48 hours of placing the order.

If the order has not been dispatched, Polynesian Pride will make a reasonable effort to update the address without charge.

An address change cannot be guaranteed after the order enters production, fulfillment, shipping preparation, or carrier possession.

Send the order number and complete corrected address to support@polynesianpride.co.

Order Already Dispatched

If the order has already been transferred to a carrier, we may assist with a correction or redirection request where available, but we cannot guarantee that the carrier will approve or complete it.

If a product must be remade and shipped again because the customer supplied an incorrect, incomplete, or undeliverable address, the customer may be responsible for the applicable remake and shipping charges.

13. Refused or Uncooperative Deliveries

An automatic full refund is not available when delivery fails because the customer:

• Refuses the package;
• Does not respond to the carrier;
• Does not collect the package;
• Provides an incorrect or incomplete address;
• Does not provide information required for delivery;
• Does not pay applicable customs duties, taxes, or carrier charges;
• Does not complete customs-clearance procedures; or
• Otherwise fails to cooperate with reasonable carrier requirements.

Depending on the package status, product recovery, carrier charges, customs fees, and other costs already incurred, Polynesian Pride may provide:

• A partial refund;
• Store credit;
• A discount code; or
• Reshipment subject to additional shipping, customs, handling, or remake charges.

14. Physical Returns and Return Shipping Costs

Most approved claims are resolved without requiring the original product to be returned.

A physical return is required only when Polynesian Pride determines that a return is reasonably necessary and provides written authorization.

If a physical return is authorized, the product must generally be:

• Unworn, except for a brief fit check;
• Unwashed;
• Unaltered;
• Unused beyond a reasonable fit check;
• Free from customer-caused stains, odors, or damage;
• Returned with original tags where applicable; and
• Packed in the original packaging where reasonably available.

• Polynesian Pride error or verified product issue: If we require a return because of a verified defect, shipping damage, incorrect item, incorrect design, incorrect color, incorrect size, or another error caused by us, Polynesian Pride will cover the authorized return-shipping cost.
• Approved goodwill return: If the customer requests a return that Polynesian Pride is not otherwise required to accept and we approve it in writing as a one-time courtesy, the customer is responsible for return shipping and any applicable customs or carrier charges.

A goodwill return does not create a general right to return a made-to-order product because of a change of mind, personal preference, or an incorrect size selected by the customer.

No restocking fee is charged for an approved return.

Polynesian Pride uses authorized return facilities in the United States, Canada, and the United Kingdom. The exact return address will be provided only after written Return Authorization is issued.

15. How Claims Are Reviewed

Each claim is reviewed using the available information, which may include:

• The order confirmation;
• The customer’s description of the issue;
• Photographs or videos;
• Product condition;
• Product measurements;
• Tracking and delivery records;
• Carrier findings;
• Production or fulfillment records; and
• Other information reasonably required to verify the claim.

After receiving the claim and required evidence, Polynesian Pride will email an approval or rejection decision within 2 business days.

If required information is missing, we may request it before completing the review.

16. Refund Processing Time

If a refund is approved, Polynesian Pride will process it to the original payment method within 3–5 business days.

If a physical return is required, the refund-processing period begins after the authorized return is received and inspected.

If the original payment method is no longer available, we may issue store credit or use another method agreed with the customer where operationally and legally permitted.

The time required for funds to appear is controlled by the payment provider, bank, or card issuer and is separate from Polynesian Pride’s processing period.

Original shipping charges are normally non-refundable.

Applicable original standard shipping charges may be refunded when the resolution results from:

• A verified manufacturing defect;
• Damage during shipping;
• An incorrect product sent by Polynesian Pride;
• A package confirmed lost before delivery;
• Another verified error caused by Polynesian Pride; or
• Delivery after a specific deadline confirmed in writing before production began.

Import duties, value-added taxes, customs fees, brokerage charges, and amounts collected directly by customs authorities, carriers, or other third parties cannot normally be refunded by Polynesian Pride.

17. Contact Information

For replacement requests, product claims, order corrections, or questions about this policy, contact:

Related policies:

• Return Policy
• Refund Policy
• Shipping & Delivery Policy
• Terms & Conditions
• Privacy Policy