Exchange & Replacement Policy

Last updated: July 31, 2026

At Polynesian Pride, our items are custom-made to order. This policy explains when we provide a free replacement, when an exchange is available, and what it costs. It works together with our Refund Policy and Return Policy.

1. Free Replacement (Errors Caused by Us)

We take full responsibility and will send a corrected replacement free of charge — you do not pay again and normally do not need to return the original item — when the problem is our fault, including:

• you received the wrong item, design, color, or size (different from your order confirmation);
• the product has a manufacturing defect or arrived damaged, broken, or misprinted;
• the item is significantly different from the description or imagery on our website;
• the personalization is wrong because of an error on our part; or
• an item is missing from your package.

If you prefer, you may choose a full refund instead of a replacement for the affected item (see our Refund Policy).

2. Wrong Size Selected by the Customer

Because our items are custom-made, we kindly ask you to review the size chart carefully before ordering. If the item was produced and shipped in the exact size you selected but it does not fit, a free replacement or refund is not available. Instead, we offer a one-time size replacement:

• you pay a fixed fee of $15 USD per replacement item, which covers one remake plus standard replacement shipping;
• the original item does not need to be returned — you may keep, donate, or dispose of it; and
• this option is limited to one replacement per affected item.

The $15 fee does not apply when we sent a size different from your order confirmation — in that case the replacement is free under Section 1. If the replacement item itself arrives defective, damaged, or incorrect, that is a new issue handled as our error.

3. Incorrect Personalization Entered by the Customer

You are responsible for checking all names, dates, messages, images, and other personalized details before ordering. If the product was made correctly using the details you submitted, a free replacement is not available. We may, at our discretion, provide a 50% discount code based on the listed price so you can order a corrected item.

4. Exchange for a Different Item or Change of Mind

Because products are made to order, we do not offer a free exchange simply because you changed your mind, no longer want the item, or prefer a different product that was produced correctly.

• Within 24 hours of placing your order (before production), you may cancel for a 100% full refund or request changes to the item's size, color, or design.
• After that, we may, at our discretion, offer store credit or a 50% discount code toward a new order.

5. How Replacements Are Produced & Shipped

Approved replacements re-enter our custom production queue and follow the same processing and transit timeframes as a new order. Free replacements (our error) ship at no cost to you.

6. When a Physical Return Is Required

Most approved cases are resolved without a return. In limited cases we may require the original item back before completing a replacement.

• Our error or a verified product issue: if we require a return, we cover the authorized return-shipping cost.
• Non-defective authorized returns (goodwill): if we agree in writing to accept a return we are not otherwise obligated to accept, you are responsible for the return-shipping cost, which we confirm in writing before you ship anything.

7. One Resolution Per Issue

Only one primary resolution is normally provided for the same issue. For example, you cannot receive both a full refund and a free replacement for the same product unless our Support Team confirms otherwise in writing.

8. Contact Us