Politique de remboursement

Returns & Refunds Policy

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire 14 days after the day on which you, or a third party indicated by you, acquires physical possession of the goods.

To extend this beyond the legal minimum, **we voluntarily offer a 30-day return window** instead of the statutory 14 days, calculated from the day you receive your item.

To exercise your right of withdrawal, simply submit a return request through your account or order status page (see below). You may also notify us by email at hello@polarwise.com or by using the model withdrawal form at the bottom of this page. It is sufficient that you submit your request before the withdrawal period expires.

How to request a return

1. Log in to your customer account and go to your orders, **or** open the order status page via the link in your order confirmation email.
2. Select the order and the item(s) you wish to return and indicate the reason.
3. Submit your request. We will review it and notify you by email — typically within 1–2 business days.
4. If your return is accepted, you will receive further instructions on how and where to send your package.

Items sent back without a prior accepted return request may take longer to process.

Return shipping costs

- Defective, damaged, or incorrect items: we will cover the full return shipping cost and provide a prepaid return label.
- All other returns (change of mind, wrong size, etc.): the direct cost of return shipping is at your own expense. We will provide a return label upon request; the cost will be deducted from your refund.

Reimbursement

Once we have received and inspected the returned goods, we will notify you of whether your refund has been approved. If approved, we will reimburse all payments received from you for the returned item(s), including standard outbound delivery costs (excluding any supplementary costs arising from your choice of a delivery method other than our least expensive standard option).

Reimbursement will be made using the same means of payment you used for the original transaction, unless expressly agreed otherwise. You will not incur any fees as a result of the reimbursement. We will process the refund without undue delay and within 14 days of receiving the returned goods (or evidence that you have sent them back, whichever is earlier).

Condition of returned goods

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods — comparable to how you might inspect an item in a physical shop. We may reduce your refund to reflect any diminished value. Original packaging is not required for a return to be valid, though it helps protect the item during transit and avoids a potential deduction.

Exceptions to the right of withdrawal

In accordance with EU consumer law, the right of withdrawal does not apply to:

- Goods made to your specifications or clearly personalised
- Goods liable to deteriorate or expire rapidly (e.g. perishable goods)
- Sealed goods not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery — this applies to personal care products (such as antiperspirant rollers, deodorants, and creams) whose hygiene seal has been opened. Unopened and unused items with an intact seal remain fully returnable.
- Hazardous materials, flammable liquids, or gases (where applicable)
- Gift cards

Sale items are not excluded from the right of withdrawal — you may return sale items under the same conditions as full-price items.

Damages and issues

Please inspect your order upon reception. If an item is defective, damaged, or incorrect, contact us immediately at hello@polarwise.com so we can resolve the issue. In these cases, return shipping is fully covered by us (see Return shipping costs above). These rights are in addition to, and separate from, your statutory warranty rights for non-conforming goods.

Exchanges

The fastest way to get the item you want is to submit a return request via the portal for the item you have, and — once your return is accepted — place a new order for the replacement item.

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Model Withdrawal Form

*(Complete and return this form only if you wish to withdraw from the contract. Using the return portal above is equally valid.)*

To: Polarwise, Hallenstraat 10, 5531 AB Bladel, The Netherlands — hello@polarwise.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature (only if submitted on paper):
Date: