Order cancellation

The customer has the right to withdraw from the contract without giving any reason within 14 days from the date of receiving the product.

All detailed conditions can be found in our Terms & Conditions. Below is a simple overview of how the process works in practice.

1. The 14-day return period
You have 14 days to:
– return the product to us (the return date is the day we receive the package),
or
– send us an email informing us that you are withdrawing from the contract (the date we receive the email counts).

2. Products that cannot be returned
The following items are non-returnable:
– aerial fabric cut to a custom length other than our standard options (5 m, 6 m, 12 m, 14 m),
– personalized products made individually upon request, such as custom color combinations of shorts, two-color crash mats, customized handle spacing in aerial hoops, or dance poles made for a specific room height.

3. Return form
Your package includes a blue leaflet and a receipt or invoice. The leaflet contains instructions for returns or exchanges, as well as a form you should complete. Please include the receipt or a copy of it. Missing the receipt will not cause your return to be rejected, but it may delay the process, as we must manually locate it in our records.

If the leaflet or receipt is missing, please include a note with the following information:

– first and last name
– order number
– bank account number for the refund
– total amount paid for the order
– list of returned items and their value
– phone number and email address

4. Preparing and shipping your return
Place the completed form in the package and send it to our company’s address.

5. Refund processing time
We will refund your payment within 14 days from the date we receive your returned product.

For returns, we refund the cost of the goods plus the lowest shipping fee available in our store for this type of product.
For exchanges, the cost of re-shipping is PLN 14.

6. Packaging the product
The product does not need to be in its original packaging, but it must be securely protected so it is not damaged during transport. Please note that, according to courier regulations, parcels may be dropped from a height of around 1 meter — the packaging should withstand this. We use warehouse monitoring, so the condition and packaging of all returns are documented.

7. We are here to help
M-pole is run by real people, and we are always open to finding solutions in special or unusual situations.