Refund policy

30-day returns
You have 30 days from the date you receive your order to request a return.

To qualify under our 30-day return policy, items must be unused, unwashed, and in their original condition, with tags and original packaging. You will also need your order number or proof of purchase.

How to request a return
Email us at contact@polarhugs.com with your order number and the item you would like to return.

If your return is accepted, we will provide the return address and instructions. Please contact us before sending anything back, and do not use the address printed on your parcel unless we confirm it.

Return shipping costs
For change-of-mind returns, customers are responsible for return shipping costs. We recommend using a tracked shipping service and keeping your proof of postage.

Damaged, defective, or incorrect items
If your order arrives damaged, defective, or contains the wrong item, please contact contact@polarhugs.com as soon as possible with your order number and photos of the issue.

We will review the problem and arrange an appropriate solution. Return shipping costs for confirmed defective, damaged, or incorrect items will be covered by us.

Refunds
Once we receive and inspect your return, we will email you to confirm whether your refund has been approved.

Approved refunds are issued to your original payment method within 10 business days. Your bank or payment provider may need additional time to post the refund.

If more than 15 business days have passed since approval, please contact contact@polarhugs.com.

For change-of-mind returns under our 30-day policy, original shipping charges are not refundable, except where required by applicable law.

Exchanges
To exchange an item, contact us to arrange a return, then place a new order for your preferred item.

Non-returnable items
Gift cards and personalized products are excluded from our voluntary 30-day return policy, except where required by applicable law. This does not affect your rights if an item is faulty or incorrect.

European Union right of withdrawal
If your purchase is covered by EU consumer law, you may withdraw from your online purchase within 14 days of receiving your goods, without giving a reason. Email contact@polarhugs.com to notify us, then send the goods back within 14 days of your notification.

You may inspect the goods as you would in a store. Any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning may be deducted from your refund.

For a withdrawal covering your entire order, we will refund your payment, including standard outbound delivery charges. Any additional cost for an upgraded delivery service is excluded. You are responsible for return shipping costs for change-of-mind returns.

Refunds are issued within 14 days of your withdrawal notification. We may withhold the refund until we receive the goods or evidence that you have returned them, whichever comes first.

Your statutory rights
Nothing in this policy limits your rights under applicable consumer protection laws.