CHANGE OF MIND
Please ensure that you choose your item carefully, as a refund may not be provided if you decide to change your mind.
HOW DO I RETURN AN ITEM
To be able to return a product you must be able to provide a valid proof of purchase from Polar Smiles.
If you are not happy with your purchase and wish to return an item, please contact us within 2 days from receiving your order.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Returned items must be in original packaging, including any accessories, manuals, and documentation. Returned items must be unused, in the same condition that we sent it to you, and in there original packaging. Used items, stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange.
WHAT IF THE ITEM IS RECEIVED DAMAGED/DEFECTIVE/INCORRECT
If you have been delivered a damaged or wrong product you are to notify the our Customer Support team within 2 days to of delivery and provide photographic or video evidence for a replacement to be considered.
Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product
- Complete delivery address
- Contact telephone number
In all cases, you are required to include photographic or video evidence of the defective product for proof in order to refund or replace to be considered.
DELIVERY GUARANTEE
If you did not receive the product within the guaranteed period (30 business days without including the processing time of the shipment from 1 to 2 days), you can request a refund.
You can send refund requests within 5 days after the guaranteed delivery period (30 days) has expired. You can do it by sending us a message directly to us via email.
HOW LONG IS THE RETURNS PROCESS?
Processing returns usually take 2-3 business days but may take up to 7 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products.
WHEN WILL I RECEIVE MY REFUND?
All approved refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card issuing institution within 7 business days of receipt of the returned item or cancellation request.
Please contact the card issuing institution with questions about when the credit will be posted to your account.
If you haven’t received a credit for your return yet, here’s what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made.