Refund policy

We have a 180-day return policy, which means you have 180 days after receiving your item to request a return.

Our water chillers have a 30 day return policy.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@polardiveusa.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. The customer is responsible for the return shipping.

You can always contact us for any return question at hello@polardiveusa.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Warranty claims
Any claim that a product is defective is handled under our warranty policy rather than our return policy. To honor a warranty claim, we need documentation and evidence that the product is faulty. This means the customer must:

1. Report the issue to hello@polardiveusa.com with a description of the problem.
2. Provide evidence of the fault, such as photos, video, error codes, or readings, as requested by our support team.
3. Complete the basic troubleshooting steps provided by our support team. These steps are quick and are required in order to rule out setup, installation, or environmental causes.

All troubleshooting and evidence must be provided within 30 days of the customer first reporting the issue.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@polardiveusa.com.