Refund & Exchange Policy

ORDER CANCELLATION:

We accept orders cancellations during a maximum 15 days period 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, and we will refund you within a few working days.

SIZES 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.
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 add a paper sheet in the parcel indicating:
- Your order number
- Your full name
- The new version that you need (Product, gender, size, and color)

EXCHANGE UNDER WARRANTY:

We provide a one-year guarantee on the components & workmanship of the heating elements. Should they break or stop functioning within 12 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 hotline at information@polarseal.me 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.

Please add a paper sheet in the parcel indicating:
- Your order number
- Your full name
- The new version that you need (Product, gender, size, and color)

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.

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:

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.

If you wish to return your product after you have received it, please send us an email at information@polarseal.me 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.

Please clearly indicate the following information on a paper sheet in the returned parcel:
- Your order number
- Your full name

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 30 days after delivery

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.

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.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

SHIPPING:

To return your product, you should mail your product to:

Fillony Ltd
Unit 1012
Level 10
Cyberport 1
100 Cyberport Road
Hong Kong
Hong Kong SAR China
(+85228777266)

You will be responsible for paying for your own 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. 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.

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