Refund Policy

Welcome to Ranis Dream Shopping Mall. Customer satisfaction is our top priority, and we want you to love everything you purchase from us. However, if something isn’t right, we offer a refund policy to ensure that you have the opportunity to request a refund when necessary.

1. Eligibility for Refund

• Notification within 48 Hours: You must contact us within 48 hours of receiving your parcel to request a refund. Please inspect your order immediately upon delivery and notify us within this timeframe if there are any issues.
• Opening Video Requirement: Customers are required to record an opening video within 5 minutes of opening the parcel. The video should clearly show:
  • The condition of the parcel before opening.
  • The contents inside the package.
  • Any visible damage, defects, or missing items.
  This video is mandatory and must be shared with us while requesting a refund.
• Product Condition: To qualify for a refund, products must be unused, in their original packaging, and free from damage caused by the customer. Used, altered, or customer-damaged products are not eligible for refunds.

2. How to Request a Refund

• Contact our customer support team within 48 hours of delivery.
• Email us at contact@polasupplies.com.au with your order number and details of the issue.
• Provide the mandatory opening video and any supporting photographs.
• If your request is approved, we will provide instructions for returning the product.

3. Refund Process

• Once the returned product is received and verified, the refund will be processed to the original payment method used during the purchase.
• Refunds are generally processed within 2 business days. However, the time taken for the amount to reflect in your account may vary depending on your bank or payment provider.

4. Exceptions

• Customized or personalized products are not eligible for refunds.
• Products that have been used, altered, or damaged by the customer are non-refundable.
• Products returned without their original packaging may not be eligible for a refund.

5. Return Shipping Costs

• If the return is due to our error (damaged, defective, or incorrect product), we will bear the return shipping charges.
• For all other approved returns, customers are responsible for the return shipping charges.

6. Contact Us

If you have any questions regarding our Refund Policy, please contact us:

Ranis Dream Shopping Mall
Website: https://polasupplies.com.au/
Email: contact@polasupplies.com.au

We are committed to making your shopping experience smooth and satisfactory.