RETURNS & EXCHANGES

RETURNS & EXCHANGES

Our policy lasts 10 days. If 10 days have passed after receiving your orders, we cannot 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 ordered 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.
  • Should you wish to return your item(s), please kindly email us with the reason for 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, the customized product cannot claim 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 number of days.

Customized items and shipping fee are non-refundable.

If the parcel successfully arrives but fails delivery attempts, we will contact you by email to collect the parcel at the designated post office. If the customer does not collect the parcel within the retention period or does not pay the customs tax, the parcel will be returned to the sender by the post office. Under the above circumstances, all returned parcels do not apply to the refund policy.

Late or missing refunds

1. If you haven’t received a refund yet, first check your bank account again.
2. Then contact your credit card company, it may take some time before your refund is officially posted.
3. Contact your bank. There is often some processing time before a refund is posted.
4. If you’ve done all of this and you still have not received your refund, please contact us at hello@polar-polar.com.

Sale items

• Only regular-priced items may be refunded, all 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 photos or videos by email at hello@polar-polar.com for the 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 days).

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 to use a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item.

Updated: 5 April 2025

The policy above applies exclusively to our official products.