Refund policy
Last updated: August 25, 2026
At Polarys, we want your shopping experience to be clear and straightforward. This policy explains how returns, refunds, cancellation requests, address changes, and requests for a different size, color, or style are handled.
Return Policy Overview
- Return Window: You may request a return within 30 calendar days of the carrier-confirmed delivery date.
- Item Condition: For a non-defective return, the item must be unworn, unwashed, unaltered, and returned with its original tags and packaging intact.
- Return Authorization: Contact us before sending an item back so we can confirm eligibility and provide the correct return instructions.
- Return Label: Customers are responsible for obtaining and purchasing tracked return shipping directly from the carrier of their choice, following any return instructions provided by our support team.
- Ordinary Return Shipping: Customers are responsible for the return shipping cost for customer-remorse or other non-defective returns.
- Damaged or Incorrect Items: If a return is due to a damaged, defective, incorrect, or misdescribed item, Polarys will reimburse the authorized tracked return shipping cost according to the instructions provided by our support team.
- No Return Fees: Polarys does not charge a separate return fee, restocking fee, or return-label fee.
Order Cancellation
Cancellation and order-change requests are accepted before the shipment-confirmation email is issued. Contact us as soon as possible with your order number and requested change. A cancellation or change is completed only after Polarys confirms it in writing. Once fulfillment has begun, the original order details remain in effect unless Polarys confirms the change.
Return Window
You may request a return within 30 calendar days of the carrier-confirmed delivery date. After the 30-day return window has passed, returns are no longer accepted.
Return Authorization
Contact us before sending an item back so we can confirm that the return meets the eligibility requirements stated in this policy and provide the correct return instructions. Returns sent without authorization may be delayed or returned to the sender.
Condition of Returned Items
For a non-defective return, the item must be unworn, unwashed, unaltered, and returned with its original tags and packaging intact. Garments with makeup stains, deodorant marks, perfume, or other signs of wear will not be accepted. The item must also be securely packaged to prevent damage during return shipping.
These condition requirements do not prevent customers from reporting an item that arrived damaged, defective, incorrect, or materially different from its description.
How to Start a Return
- Contact Us: Email support@polarys.shop with your order number, the item you want to return, and the reason for the return.
- Wait for Instructions: Wait for return instructions before sending anything back.
- Follow Support Instructions: Follow the instructions provided by our support team.
Return Shipping
Returns are accepted by mail only. Return shipping instructions will be provided within 1-2 business days after your return request is reviewed by our support team.
Please inspect your order promptly after delivery. If an item arrives damaged, defective, incorrect, or not as described, please contact us within 30 calendar days of the carrier-confirmed delivery date with your order number and clear photos so we can provide return instructions, reimburse the authorized tracked return shipping cost, or provide another appropriate resolution.
If an item is missing from the delivered package, please contact us within 30 calendar days of the carrier-confirmed delivery date with your order number and relevant details so we can review the order and provide an appropriate resolution.
Polarys does not provide prepaid return labels. Customers are responsible for obtaining and purchasing tracked return shipping directly from the carrier of their choice, following any return instructions provided by our support team. Return postage varies depending on the carrier, parcel weight and dimensions, and origin location.
Important Address Notice: Our registered business address is not a return address. Returns sent without prior approval may not be received or processed. All returns must be approved by our support team before sending any items.
Customers are responsible for completing any carrier documentation required for a return. Polarys does not charge a separate return fee or return-label fee. We do not deduct a return-label charge from the refund when the customer purchases postage directly.
Restocking fee: $0 USD.
If a return is due to a damaged, defective, incorrect, or misdescribed item, Polarys will reimburse the authorized tracked return shipping cost according to the instructions provided by our support team.
Return Costs
- For Damaged, Defective, Incorrect, or Misdescribed Items: Customers are responsible for obtaining and purchasing tracked return shipping directly from the carrier of their choice, following the return instructions provided by our support team. Polarys will reimburse the authorized tracked return shipping cost.
- For Customer-Remorse or Other Non-Defective Returns: Customers are responsible for obtaining, purchasing, and paying for tracked return shipping directly from the carrier of their choice.
- Return Fees: Polarys does not charge a separate return fee, restocking fee, or return-label fee.
Return Restrictions
Non-defective returned items must meet the new and unused condition requirements stated in this policy.
- Intimate Apparel and Swimwear: Intimate apparel, bodysuits, lingerie, and swimwear may be returned only if they are unworn, unwashed, unaltered, and returned with their original tags and protective hygienic liners intact.
- Items Showing Signs of Use: Items with removed hygienic liners, makeup stains, deodorant marks, perfume, washing, alterations, or other signs of wear cannot be returned as non-defective products.
These condition restrictions do not apply when an item arrives damaged, defective, incorrect, or materially different from its description. Please report such issues within 30 calendar days of the carrier-confirmed delivery date so we can review the order and provide an appropriate resolution. This reporting period does not limit any rights available under applicable law.
Refunds
Once we receive and inspect the returned item, we will email you a confirmation. When the return is approved, the refund will be issued to the original payment method. Customers should receive the refund within 7 days after the returned item is delivered to us.
Exchanges
We do not currently process direct product exchanges. To obtain a different size, color, or style, request an eligible return under this policy and place a new order. Ordinary return shipping remains the customer's responsibility. The new order is subject to current price and availability.
Address Changes
Address-change requests are accepted before the shipment-confirmation email is issued. A change is completed only after Polarys confirms it in writing. After shipment, the original delivery address remains in effect unless the carrier confirms a correction.
Return-to-Sender Orders
If a carrier cannot deliver a package, it is returned to sender after the carrier's holding period. This can happen when an address is incomplete or incorrect, a delivery is refused, or a package is not collected in time.
Contact us with your order number as soon as you become aware of a returned shipment. Once the returned package reaches us and passes inspection, we will send you a replacement at no additional cost. If you prefer a refund instead of a replacement, an eligible refund will be issued without a restocking fee.
Polarys does not deduct the original shipping cost, carrier return-to-sender charges, handling costs, or brokerage charges from refunds for these return-to-sender cases.
Please review your shipping address carefully before placing an order.
Consumer Rights
Nothing in this policy limits any rights you may have under applicable United States consumer protection laws.
Contact Us
If you have questions about this Refund Policy, contact us:
- Email: support@polarys.shop
- Phone: +1 (575) 237-2005
- Customer Service Hours: Monday to Friday, 9:00 AM - 5:00 PM Eastern Time (ET)
- Response Time: We aim to respond within 1 to 2 business days.