Returns & Refund Policy

Yes, items marked as preorder are refundable at any time until your order is shipped. Once your preorder has been shipped, you are no longer eligible for a refund if you change your mind.

For items not marked as preorder, we do not accept returns or refunds for change of mind - even if the product is unopened.

Each order is made in small batches, and pre-orders are produced specifically for our customers. Please choose carefully and review your order before checking out.

Refunds for preorders cancelled prior to shipping will be processed minus payment processing fees (if applicable)

If your order arrives damaged, faulty, or you received the wrong product:

1. Contact us within 7 days of receiving your parcel.
2. Email hello@polstus.com with:

• Your order number
• Photos of the item, packaging, and batch number (if visible)
• A brief description of the issue
  

Once we verify your claim, we’ll either:

• Send a replacement (at no extra cost), or
• Issue a refund to your original payment method.
  

If we need the item returned, we’ll provide a prepaid return label.

If your parcel has not arrived within the expected delivery timeframe, please contact us so we can investigate and, where appropriate, replace or refund your order.

Polstus operates primarily on a pre-order model.

Your payment is processed at checkout, and your order will ship within the estimated window shown on your product page (e.g., “Ships between Jan 15–31, 2026”).

Because pre-orders are made in limited quantities, cancellations after purchase are not possible once your order has entered production or dispatch.

Estimated shipping windows are provided in good faith and may vary slightly due to supplier or freight delays. We’ll always communicate material changes via email.

You’re covered by the 30-Night Reset Guarantee. Here's how it works:

• Use one serving nightly for 14 nights within 21 days of delivery
• Follow the Sleep Accelerator Guide
• Engage concierge at least once (reply to a check-in)
• No meaningful improvement? Email us within 30 days with our simple 14-night log for a full refund (first pack; one per household).

If you don’t notice calmer nights or easier mornings, we’ll refund you in full. No returns required. Simply email us at hello@polstus.com

 If you choose not to opt in for communication via email or SMS, you acknowledge that Concierge Support and the associated 30-Night Sleep Guarantee cannot be delivered.

This guarantee applies only to first-time customers and one unit per household

If your order contains multiple preorder items, eligibility for a refund applies only to items that have not yet shipped

Digital materials, such as the 14-Day Concierge Support, the Sleep Accelerator Guide, or Sleep Tracker, are considered non-refundable once delivered.

These are complementary resources intended to help you get results, not standalone purchases.

If you have chosen not to opt in for communication via email or SMS, you agree to forfeit your 14-Day Concierge support bonus.

Approved refunds are processed back to your original payment method. Shipping costs (if applicable) are non-refundable.

Once processed, refunds usually appear in your account within 3–10 business days, depending on your payment provider.

• If the return is due to our error (damaged, faulty, or wrong item), we cover the shipping cost.
• If a return is approved for any other reason, the customer covers the return postage.
  
  

We’ll provide instructions and a prepaid label (if applicable) once your return is approved.

If you purchased a discounted multi-pack or bundle and wish to return part of your order:

• The refund may be adjusted or prorated to reflect the new per-unit pricing without the bundle discount.
  
• Example: Returning one item from a 3-pack may void the bundle pricing.

We’ll calculate this fairly during your return process.

The refund applies only to one pack from your initial order and does not extend to bundles, multi-packs, or subsequent purchases.

Items purchased during promotional periods, clearance events, or marked as Final Sale are not eligible for refunds or the 30-Night Sleep Guarantee.

This includes orders discounted by 30% or more or identified as part of a limited-time promotion.

Exceptions apply only if the product arrives faulty, damaged, or incorrect, in which case you’re entitled to a replacement or refund in line with Australian Consumer Law.

Simply email us at hello@polstus.com

Include your order number and a brief description of your issue, and our team will respond within 1–2 business days.