Last updated: January 8, 2026
At Poltrav, we aim to make our return process clear and fair. Please review the following policy carefully before placing an order.
Return Eligibility
We accept returns within 14 days of delivery, provided that all of the following conditions are met:
- The item is unused, unassembled, and in its original condition
- The item is returned in its original packaging with all included components
- The return request has been approved by us in advance
Items showing signs of use, assembly, wear, or damage not caused by shipping are not eligible for return.
Non-Returnable Items
The following items are not eligible for return:
- Items that have been assembled or altered
- Items damaged due to misuse, improper handling, or normal wear and tear
Return Authorization Process
To request a return, please contact us at support@poltrav.com within 14 days of receiving your order and provide:
- Order number
- Reason for return
- Photos of the item and packaging
Returns sent without prior authorization will not be accepted.
Return Shipping Label
For all approved return requests, we will provide a return shipping label.
Return shipping costs are the responsibility of the customer unless the return is due to our error, including:
Damaged items
Defective items
Incorrect items received
If the return is not due to our error, the return shipping cost will be deducted from the refund amount.
Damaged or Incorrect Items
If damage is detected during transit, you should file a complaint directly with the delivery service immediately upon receipt of the goods. You must also notify us of any transport damage within 7 days of receiving your order.
Upon verification, we will provide a return label at no cost and arrange an appropriate solution.
If you receive an incorrect item, please contact us as soon as possible so we can resolve the issue.
Missing Items
In the event that an item is missing from your order, Poltrav undertakes to deliver the missing goods as soon as possible or to offer an appropriate alternative solution.
Exchanges
We do not offer direct exchanges. To receive a different item, please return the original item and place a new order.
Refunds
Once your return is received and inspected, you will be notified of the approval or rejection of your refund.
Approved refunds will be issued to the original payment method via PayPal within 5–10 business days.
Refund timing may vary depending on PayPal and your financial institution.
Contact Information
If you have any questions regarding returns, please contact us at:
support@poltrav.com
Support Hours: 8:00 AM - 5:30 PM (EST), Mon - Fri
