Refund policy

All products sold on polardesignatelier.com are made to order and are not kept in stock.

Once an order has been placed, it is put into processing within 12 hours of payment confirmation. After this time, the product enters the production queue and can no longer be cancelled or returned with a full refund, except as expressly provided in the section “Order Cancellation”.

Pursuant to Article 59(c) of Italian Legislative Decree No. 206/2005 (Italian Consumer Code), implementing Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to products made to order or clearly personalized.

Accordingly, once the production phase has started, such products are not subject to return or full refund, except as expressly provided in the sections relating to order cancellation and defective or damaged products.

Order Cancellation

The customer may request order cancellation within 12 hours of purchase by contacting us at the email address info@polardesign.eu. Within this time frame, cancellation is free of charge and entitles the customer to a full refund of the amount paid.

After 12 hours from purchase, the order enters the production queue. In this case, the customer may still request order cancellation, but a partial refund equal to 50% of the total order value will be applied.

Once the product has been shipped, it will no longer be possible to cancel the order.

Defective or Damaged Products

If the product received shows manufacturing defects or damage resulting from transport, the customer must contact us within and no later than 48 hours from delivery at the email address info@polardesign.eu, attaching clear photographs of the defect and all information useful for order identification.

Unless otherwise indicated or specifically communicated by the seller, this time limit applies to all orders. During particular periods of the year or in the case of purchases intended as gifts, the seller may evaluate possible exceptions at its sole discretion.

After the above-mentioned time limit has expired, it will no longer be possible to request any return, replacement, or refund, as the customer has had sufficient time to inspect and verify the product upon delivery.

Definition of Manufacturing Defects

Manufacturing defects are understood to mean exclusively discrepancies or anomalies attributable to the production process that compromise the product’s functionality, structural integrity, or correct conformity with the order placed.

By way of example and not limitation, the following are considered manufacturing defects:

  • damaged, loose, or broken stitching;
  • evident assembly defects of the components;
  • incorrect bonding or abnormal detachment of parts;
  • functional elements not properly fixed (e.g. closures, buttons, metal components);
  • manufacturing errors compared to the specifications of the confirmed order.

The following are not considered manufacturing defects:

  • natural characteristics of the materials used, such as variations in grain, veining, slight differences in color or texture;
  • minor irregularities resulting from the artisanal nature of the product;
  • minor differences compared to the images displayed on the website, which are for illustrative purposes only;
  • signs of wear, scratches, or damage caused by improper use, negligence, or normal wear over time;
  • damage resulting from external causes occurring after delivery of the product.

Following verification, the customer may choose one of the following options:

  • Product replacement
    The collection of the defective product will be arranged by the seller. All costs related to the collection and subsequent shipment of the replacement product will be entirely borne by the seller. Once the defective product has been returned, we will proceed with the production and shipment of a new compliant product.
  • Full refund with product return
    The collection of the defective product will be arranged by the seller. All costs related to the collection will be entirely borne by the seller. Once the product has been received, a full refund of the amount paid will be issued using the same payment method.
  • Partial refund without product return
    Where applicable, this option is available exclusively for certain product types and may be offered by the seller on a case-by-case basis. In this case, the customer may receive a refund without returning the product. The refund will be issued by retaining a commission equal to 50% of the product value, applied as a flat-rate amount for the refund procedure without return of the goods.

Final Notes

We reserve the right to refuse requests that lack adequate documentation or do not comply with the conditions set out above.