RETURNS & REFUNDS POLICY 

SERVICES BOUGHT IN-STORE OR ONLINE

Our returns policy will depend on the type of services purchased. Please note that any specific refund T&C’s on the individual item will take precedent over our site-wide returns policy, for example, services purchased during promotions and sales.  All refund policies at The Pole Room are created in accordance with Australian Consumer Law. 

• INTRODUCTORY PACKAGES
  
  Introductory Packages including the ’28 Day Pole Kickstart’ and ‘8 Week Beginner Courses’ have a 7 day cooling-off period from the date of purchase. After this time period, all sales are final. This includes a change of mind due to injury, sickness, hardship, moving away (both interstate and overseas), job pressures, lockdowns, medical conditions and family crisis. Despite our strict no refund policy, we may still assist by holding your sessions for an extended time period, transferring your sessions to a friend or family member, or organising a more suitable introductory package for you such as one on one training. All requests for further assistance must be made within 3 months of purchase by filling out this form.

• HENS PARTY PACKAGES
  
  We offer a full refund of the deposit amount with at least 14 days notice should the event no longer proceed on the date and time booked. After 14 days we are no longer able to refund your deposit.

• DROP-IN SESSIONS OR SESSION PACKAGES
  
  Refunds are not available for these purchases. This includes Classes, Practice, Privates and more. Once a session has expired, it cannot be extended, reactivated, transferred or credited.

• MEMBERSHIP SESSIONS
  
  A 7 Day Cooling-off period applies for all membership sign-ups. Once a membership payment has run and sessions are credited to the customer account, they cannot be extended, reactivated, transferred or credited.  All memberships must be cancelled using our cancellation form here.

• GIFT VOUCHERS
  
  All Gift Vouchers purchased are valid for 3 years. Gift vouchers can be used to purchase any items on the online store, including services and products. Gift vouchers have a 7-day cooling-off period, after which all sales are final. 

• PERFORMANCE PACKAGES
  
  Performance packages have a 7 day cooling-off period from the date of purchase. This means that the customer is eligible for a full refund if they change their mind within the first 7 days. After this time period, all sales are final. This includes a change of mind due to injury, sickness, hardship, moving away (both interstate and overseas), job pressures, lockdowns, medical conditions and family crisis. Despite our strict no refund policy we still may be able to assist by allowing you to use the package outside of the competition or performance. All requests for further assistance must be made within 3 months of purchase by filling out this form.

RETURNS POLICY FOR ALL PHYSICAL GOODS BOUGHT IN-STORE OR ONLINE

Our returns policy for all physical goods bought in-store lasts 30 days. If 30 days have passed since your purchase, we will no longer be able to offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial refunds are granted (if applicable):
– Any item that is no longer in its original condition, has been damaged or is missing parts for reasons not due to our error.

To complete your return, we require a receipt or proof of purchase.

Please note that sale items cannot be refunded. Only regular priced items may be refunded. 

Exchanges (if applicable): We only replace items if they are defective or damaged. If you need to exchange your purchase for the same item then complete the form at www.thepoleroom.com.au/contact-us for further instructions.