SHIPPING
Shipping is INCLUDED
We offer free international shipping on all POLAR SEAL products.
Individual packing
Each product is packed and dispatched individually. If you order multiple products, you will receive as many parcels.
Products from stocks get delivered in 7 to 12 days
Delivery of the Tops, T-Shirts, Hoodie, Vest and Parka typically takes between 7 to 12 days, depending on your location.
Heated Zip-top
For this new winter season, the Zip-Top ships from the end of October 2020.
GEMM
The Cooling/Heating wearable device ships from mid-November 2020.
We send you a notification with tracking No.
We will email you a unique tracking link 1-2 business days after your product has been dispatched.
VAT and/or Duties may apply.
- Depending on your country, you may be charged VAT/Sales tax and/or import duties when applicable.
- You are usually not charged in the USA below a US$800 threshold.
- Similarly, there are no GST/duties charged to Australian buyers for goods below AUD1,000.
- However, you may usually be charged around 25% to 35% such taxes by the courier company / postal services if you live in Canada, in the European Union, or in the UK.
REFUND POLICY & WARRANTY FOR GEMM
(Wearable Cooling/Heating device)
We make your purchase of the POLAR SEAL GEMM worry-free:
- Free order cancellation for 15 days
- 3 months warranty on electronics
FREE ORDER CANCELLATION FOR 15 DAYS:
You can still cancel your order up to 15 days after ordering.
If you wish to cancel your purchase before the product has been dispatched, please write to us at information@polarseal.me and indicate your order number. We will refund you within a few working days.
EXCHANGE UNDER 3 MONTHS WARRANTY:
We provide a 3 months guarantee on the components & workmanship of the wearable device. Should it break or stop functioning within three months upon receipt, and once we have determined that the product is defective solely as a result of a manufacturing defect, we will supply you a replacement unit at no charge.
In case you feel your product is defective at first use, please check the instruction book again to make sure that you have not missed something. You can also contact us and describe the nature of the issue that you face by sending us an email at information@polarseal.me
If we have confirmed that your product may be defective, please register to our
Refund & Return Center and send it back to us well packed, with one-way shipping at your cost to our office address, as indicated at the bottom of this text in the Shipping section.
If we do not have stocks for replacement, we may choose to refund you at the price that you bought the product, instead of sending a replacement.
We may also choose to send you a replacement or refund you, without requiring you to send us back the defective product, but only pictures and/or short videos, after running a test protocol on the device.
Once the product 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 your claim is approved, then we will send you a replacement (subject to stocks availability in the color) or we will process a refund and a credit will automatically be applied to your credit card or original method of payment, within around 5 working days. We will also refund your return cost (subject to our prior agreement on dispatch mode and cost).
In case of replacement, we will notify you of the dispatch details by email.
In case of refund, the product will be refunded at the price you paid the product from us.
WE DO NO REFUND:
We do not refund duties, taxes, and/or VAT (if applicable)
We do not refund products that have been damaged as a result of being dropped on the floor, immersed in water, or which have not been used, stored, or handled with normal care, and as per the instructions of the instruction manual.
We do not refund products on the basis of insufficient cooling or heating effect. The device is meant solely to perform as per the specifications displayed on this website, and while some users may feel that the thermal effect is not as strong as expected, every user’s sensitivity to cold / heat is different and subjective.
Please also note that the temperature of the device is limited by both its technical characteristics and user safety consideration.
SENDING YOUR PRODUCT BACK:
To start processing a return or refund, please go to our Return & Refund Center
Please wait for our email feedback and authorization before returning your product.
Please add a note (or a print out of your order) in the parcel indicating:
- Your order number
- Your full name
To return your product, you should post it to:
FILLONY LIMITED
RETURNS DEPARTMENT
Level 19
2 International Finance Centre
8 Finance Street, Central
Hong Kong SAR
+(852) 2877 7266
Note: There is no postal code for Hong Kong.
We handle returns in around 3-5 working days. Depending on where you live, the time it may take for your exchanged product to reach you may vary, usually between 7 to 21 days.
While we will mark the replacement parcel free of charge, you may be charged VAT and/or duties by your local authorities, when applicable. Such costs will not be refunded.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
REFUND POLICY & WARRANTY FOR HEATED CLOTHES
(Heated Zip-tops, Tops, T-Shirts, Hoodies, Vests, Parkas, and Belts)
We make your purchase of POLAR SEAL heated clothes worry-free:
- Free order cancellation for 15 days
- Free size exchange
- 3-months warranty on electronics
FREE ORDER CANCELLATION FOR 15 DAYS:
You can still cancel your order up to 15 days after receipt of the product.
If you wish to cancel your purchase before the product has been dispatched, please write to us at information@polarseal.me and indicate your order number.
We will refund you within a few working days.
FFREE SIZES EXCHANGE:
You can send back your POLAR SEAL for size exchange.
Choosing your size is pretty easy. If you follow the instructions carefully on our SIZE AND FIT GUIDE, your Polar Seal will fit you perfectly. Still, if upon receipt you find out that you did not select the right size, no worries, we will exchange the product (same gender and color) for a different size (subject to availability).
All you will have to do is to send us the Polar seal within 15 days of receipt, inside its original packing, complete and in re-sellable condition, with one-way shipping at your cost to our office address, as indicated at the bottom of this text in the Shipping section.
Please send us a notification first through our
Refund & Return center
WARRANTY:
We provide a 3-months guarantee on the components & workmanship of the heating elements. Should they break or stop functioning within 3 months upon receipt of the zip top, and once we have determined that these elements are defective solely as a result of a manufacturing defect, we will supply you a replacement unit at no charge.
In case you feel your product is defective at first use, please check the instruction book again to make sure that you have not missed something.
You should also contact our
Refund & Return center and describe the nature of the defect.
Once we have confirmed that your product may be defective, please send it back to us well packed, with one-way shipping at your cost to our office address, as indicated at the bottom of this text in the Shipping section.
If we do not have stocks for replacement, we may choose to refund you at the price that you bought the product, instead of sending a replacement.
We may also choose to send you a replacement or refund you, without requiring you to send us back the defective product, but only pictures and/or short videos.
Once the product 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 your claim is approved, then we will send you a replacement zip top (subject to stocks availability in gender/ size/colors) or we will process a refund and a credit will automatically be applied to your credit card or original method of payment /pledge, within around 5 working days. We will also refund your return cost (subject to our prior agreement on dispatch mode and cost).
In case of replacement, we will notify you of the dispatch details by email.
In case of refund, the zip top will be refunded at the price you paid the product from us.
RETURNS UPON RECEIPT:
Our free return policy lasts for 15 days, which means that if you do not like the product for any reason within 15 days of receipt, you can return it to us for a refund. If 15 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. Products can only be exchanged once for a new size. Replaced products cannot be refunded (No order refund on free size exchanged products, except under the warranty)
If you wish to return your product after you have received it, please contact our
Refund & Return Center and send us the product at your cost. Please ensure that the product is returned complete, with its tags & instruction book, in its original packing, and not used. In case the product cannot be resold, we reserve ourselves the right not to refund you or to refund you partially.
We will not refund:
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 15 days after delivery
- Our shipping cost for the hoodie, zip-top, vest and/or parka. When refunding these products because of your order cancelation or parcel rejection, we shall apply a deduction of US$20 for T-Shirts and Tops, US$30 for the zip-top and hoodie, US$40 for the vest and US$60 for the parka. (Or a similar amount in your order currency).
- The return cost in case you reject the parcel and/or the parcel is sent back to us at our cost by you or the postal services. The following return deduction costs shall apply when a parcel is rejected and sent back to us: US$20 for T-Shirts and Tops, US$30 for the zip-top and hoodie, US$40 for the vest and US$60 for the parka. (Or a similar amount in your order currency).
We deduct:
- A financial cost of 10% of the order if you cancel more than one item from the same order. When you cancel an order, we are charged the credit card and platform fees corresponding to your payment and to the refund. While we understand that you may change your mind after purchasing a product, we need to prevent our policy to be abused by multiple items cancellations without a cause.
Refunds (If applicable):
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.
If you cancel your order and the product is sent back to us at our cost, we will deduct the cost of return from any refund.
Late or missing refunds (if applicable):
- 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 information@polarseal.com.
Sale items (if applicable):
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. In particular, items purchased during Black Friday sales cannot be refunded without a cause.
Gifts:
If the item was given to you, we can only refund the person who issued the order and the payment to us.
Vendor Cancellation:
Please note that FILLONY limited reserves itself the right to cancel your order for any reason, in which case we will refund you in full.
Duties, VAT, Taxes:
We do not refund duties, taxes, and/or VAT (if applicable)
SENDING YOUR PRODUCT BACK:
To start processing a return or refund, please go to our
Return & Refund Center
Please wait for our email feedback and authorization before returning your product.
Please add a note (or a print out of your order) in the parcel indicating:
- Your order number
- Your full name
To return your product, you should post it to:
Fillony Ltd
Returns Dpt
Level 19
Two International Finance Centre
, 8 Finance Street, Central
Hong Kong SAR
Note: There is no postal code for Hong Kong.
Please also note:
- You will be responsible for paying for your own shipping costs for returning your item.
- Shipping costs are non-refundable.
- We handle returns in around 3-5 working days.
- Depending on where you live, the time it may take for your exchanged product to reach you may vary, usually between 7 to 21 days.
- While we will mark the replacement parcel free of charge, you may be charged VAT/SalesTax/GST and/or duties by your local authorities, when applicable. Such costs will not be refunded.
- You should consider using a trackable shipping service or purchasing shipping insurance.
We don’t guarantee that we will receive your returned item.
