Refund & Exchange Policy

At POLAR SEAL, we make your purchase 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.

(See the Return section in this page)

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.

FREE 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.

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.

Special terms for X'mas 2018:

If you buy a POLAR SEAL heated garment in advance as a Christmas gift, you can still send it back for a size exchange up to the 10th January 2019.

Please kindly note that we do not accept colour version exchange.

Please add a note (or a print out of your order) in the parcel indicating:
- Your order number
- Your full name
- The new version that you need (Product, gender, size, and color)

Please send us a notification first through our Refund & Return center 

EXCHANGE UNDER ONE-YEAR 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.

Note: If you received your POLAR SEAL before August 2018, you should not use the Refund & Returns center, but instead write to us at information@polarseal.me.

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 note (or a print out of your order) in the parcel indicating:
- Your order number
- Your full name

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 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.

Please add a note (or a print out of your order) in the parcel indicating:

- 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 15 days after delivery

- Our shipping cost for the vest and/or parka, as we send them by DHL. When refunding these products because of your order cancelation or parcel rejection, we shall apply a deduction of US$40 for the vest and US$60 for the parka.

- 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: zip top and hoodies: US$0, vest: US$40, parka: US$60.


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.

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.

Duties, VAT, Taxes:
We do not refund duties, taxes, and/or VAT.

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.

To return your product, you should post it to:

Fillony Ltd
Unit 1012
Level 10
Cyberport 1
100 Cyberport Road
Hong Kong
Hong Kong SAR
(+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.

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.

 

 

 

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