Refund policy

RETURNS & EXCHANGES

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Our policy lasts 10 days. If 10 days have gone after receiving your orders, unfortunately we can’t offer you a refund or exchange.

You may return the product for a refund for the following reasons:

    • If the product is faulty or doesn’t match what you’ve ordered.
    • If we have made a mistake with your order.

All items are made to order, so they can not be returned if you’ve simply changed your mind or order a design or model by mistake.

There are certain situations where only partial refunds may be granted:

    • Any order not in its original condition, is damaged or missing parts for reasons not due to our error.
    • Customized items

Should you wish to return your item(s), please kindly email us with the reason of return, within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable). 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.

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

Furthermore, since custom-made products from POLAR POLAR are highly customized and tailor-made for individual customers, which the customized product cannot claim for a full refund/return.

Returns without prior communication with us will not be accepted.

Refunds

The returned item must be in unused condition with original packaging, and be sent back to our office with shipping fee prepaid (shipping fee is non-refundable). Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Returns on customized item(s) for reasons other than POLAR POLAR error will be subject to a 50% processing fee on the refund amount (after adjustment of discount/shipping, if required). Shipping fee is non-refundable.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@polar-polar.com.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at hello@polar-polar.com for the future details.

Shipping

To return your product, please let us know the reason via email at hello@polar-polar.com. We will respond to your request within 24 hours (on business day).

You will be responsible for all the fees involved for returning items including shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you are recommended using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Updated: 9 Dec 2020