Terms of service
1. SUBJECT
These General Terms and Conditions govern the sale of products offered on the website polardesignatelier.com by Polar Design.
By placing an order on the website, the customer declares to have read and fully accepted these General Terms and Conditions of Sale.
2. MADE-TO-ORDER PRODUCTS
All products sold on the website are made exclusively to order and are not kept in stock.
By placing an order, the customer expressly requests the start of production of the purchased product. After 12 hours from payment confirmation, the order enters the production queue.
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, such products are not subject to return or refund, except as expressly provided in the sections relating to order cancellation and defective products.
3. ORDER CANCELLATION
The customer may request cancellation of the order within 12 hours of purchase by contacting the seller at the email address info@polardesign.eu. Within this period, cancellation is free of charge and provides for 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 cancellation; however, 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.
4. PRICES AND PAYMENTS
Product prices are displayed on the website and may be shown in Euro (€) or in another local currency, depending on the customer’s country of navigation and display settings.
Unless otherwise stated, prices include applicable VAT. Payment is made using the methods available at checkout.
For shipments outside the European Union, any customs duties, taxes, local charges, or other import fees are not included in the product price or shipping costs and are the sole responsibility of the customer. Such charges are determined by the customs authorities of the destination country.
5. SHIPPING AND DELIVERY
Products are shipped after completion of the production phase. Delivery times may vary depending on the type of product and the destination.
Any delays attributable to the transport service or to force majeure events cannot be attributed to the seller.
6. DEFECTIVE OR NON-CONFORMING PRODUCTS
If the product received shows manufacturing defects or damage caused by transport, the customer must contact the seller no later than 48 hours after delivery at the email address info@polardesign.eu, attaching clear photographs of the defect and all information useful for identifying the order.
Unless otherwise indicated or expressly communicated by the seller, this time limit applies to all orders. During specific periods of the year or in the case of purchases intended as gifts, the seller may evaluate possible exceptions at its sole discretion.
After this period has elapsed, it will no longer be possible to request a return, replacement, or refund.
Definition of Manufacturing Defects
Manufacturing defects are defined exclusively as discrepancies or anomalies attributable to the product manufacturing process that compromise its functionality, structural integrity, or proper 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 components;
- incorrect bonding or abnormal separation of components;
- functional elements not properly secured (e.g. closures, buttons, metal components);
- manufacturing errors compared to the confirmed order specifications.
The following are not considered manufacturing defects:
- natural characteristics of the materials used, such as variations in grain, veining, or slight differences in color or texture;
- minor irregularities resulting from the artisanal nature of the manufacturing process;
- minor differences compared to 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, with collection and shipment at the seller’s expense;
- Full refund with return of the product, with collection arranged by the seller;
- Partial refund without return of the product, where applicable. This option is available exclusively for certain types of products and may be offered by the seller on a case-by-case basis. In this case, the refund will be issued with a deduction equal to 50% of the product value, applied as a lump-sum amount for the refund procedure without return of the item.
7. LIABILITY
The seller shall not be held liable for indirect or consequential damages arising from improper use of the products.
8. INTELLECTUAL PROPERTY
All content on the website, including texts, images, and graphics, is the property of Polar Design and may not be reproduced without authorization.
9. APPLICABLE LAW AND JURISDICTION
These Conditions are governed by Italian law. For any dispute, jurisdiction shall lie with the court of the consumer’s place of residence or domicile, if located within Italian territory.