Return & Refund Policy
We offer a 30-day return window from the date your order arrives, backed by our money-back guarantee. Whether you’ve simply changed your mind or the product isn’t right for you, you’re covered — and we accept both unused and used items.
If you’ve followed our recommended usage guidelines for Polar Instant Dye Shampoo but don’t see results, you’re eligible for a full refund, even if the product has been opened. Simply document your experience with clear before-and-after photos, reach out within 30 days, and we’ll take care of the rest.
How to Return
Contact us at help@polarhairofficial.com with your order number and reason for return, and we’ll send you the return address along with full instructions.
Please don’t ship anything back before reaching out — returns sent to unauthorized addresses can’t be accepted and may be returned to you at your expense.
Return Shipping
Return shipping is covered by the customer, and since we ship worldwide, we’re unable to provide prepaid return labels.
Please note that original shipping fees are non-refundable. The only exception is for damaged, wrong, or missing items: if you choose a refund instead of a replacement, we’ll include the original shipping fee in that refund.
Refunds & Exchanges
Once your return reaches our warehouse, we’ll inspect it and email you the outcome.
You can choose either a refund for the product price or an exchange, whichever you prefer. Refunds are issued to your original payment method, and it may take a few business days for your bank to post the amount.
Damaged or Wrong Items
Please inspect your order upon delivery. If an item arrives damaged or differs from what you ordered, contact us within 14 days and include a clear photo of the item you received.
After we’ve reviewed your claim, we’ll arrange either a free replacement or a full refund, including shipping, based on your preference — at no additional cost to you and with no need to return the item.
Missing Items
If an item is missing from your order, please contact us within 14 days and let us know which item wasn’t included.
Once we’ve confirmed the details, we’ll either reship the missing item free of charge or, if you prefer, issue a refund for it.
Bundles
Bundle items must be returned together, in full. We’re unable to accept partial bundle returns.
Order Changes & Cancellations
We process orders quickly, sometimes within hours, so changes aren’t guaranteed once an order is placed, though we’ll always try our best if you reach out right away.
For security, we’re unable to redirect parcels mid-shipment.
If a package can’t be delivered to the original address, it returns to our warehouse and is treated as a return. In that case, you can choose:
- A refund for the product (minus the original shipping cost)
- A reshipment
For a reshipment, we’ll resend your full order and cover everything except the carrier’s shipping fee, which is paid by you.
Since the shipping was already used on the first delivery attempt, the carrier charges us again to send it out a second time, so this additional shipping fee is passed on to you. We’ll send an invoice for that fee, and once it’s paid, we’ll reship your order.
Subscriptions can be cancelled anytime — just contact us with your order details before your next scheduled order date to avoid being charged for the upcoming shipment.
Cancellations made after an order has already been processed take effect from the following cycle.
Subscription orders follow this same return policy, including the 30-day return window.
Right to Refuse
Polar Hair Official may refuse returns that don’t meet these guidelines, including incomplete returns, items outside the 30-day window, or returns sent without approval.
By placing an order, you agree to this policy.
