Refund policy
Last updated: July 29, 2026
We want you to feel confident choosing Polar Bear products for your home. This Return and Refund Policy explains when an item may be returned and how refunds are handled.
30-day return window
You may request a return within 30 calendar days after your order is delivered.
To be eligible, an item must be unused, uninstalled, unmodified, and in the same condition in which it was received. It must include its original packaging, manuals, hardware, accessories, and all other components. Proof of purchase is required.
Please confirm dimensions, finish, compatibility, and installation requirements before installing a product. Once a fixture or hardware item has been installed, it is not eligible for a standard return.
Starting a return
To request a return, use our Contact page and include your name, order number, the item you want to return, and the reason for the return.
Wait for return authorization and shipping instructions before sending an item. Approved returns must be sent to the return address provided in those instructions. Items sent without authorization or to an unapproved address might not be accepted.
Return shipping and costs
For returns based on preference, fit, finish selection, compatibility, or an item ordered by mistake, the customer is responsible for return shipping. We recommend using a trackable, insured shipping service and packaging the item securely. Polar Bear is not responsible for returns lost or damaged in transit.
Original shipping charges, if any, are non-refundable unless the return results from our error or the item arrived damaged or defective. If we sent the wrong item or confirm that an item arrived damaged or defective, we will provide return instructions and cover reasonable return shipping costs.
Damaged, defective, or incorrect items
Please inspect your order when it arrives. If an item is damaged, defective, incomplete, or incorrect, contact us as soon as possible—ideally within 48 hours of delivery—with your order number and clear photos of the product, packaging, shipping label, and damage or issue.
Do not install an item that appears damaged, defective, or incorrect. After reviewing the claim, we may provide replacement parts, replace the item, issue a refund, or offer another appropriate solution.
Items that cannot be returned
- Items that have been installed, used, modified, altered, or damaged after delivery
- Items missing original packaging, hardware, accessories, manuals, or other components
- Custom, personalized, special-order, clearance, or final-sale items
- Gift cards
- Items damaged through improper installation, misuse, neglect, or normal wear and tear
If you are unsure whether an item is eligible, contact us before sending it back.
Exchanges
The fastest way to receive a different product, size, or finish is to return the eligible item and place a new order after the return is approved. Replacements for damaged, defective, or incorrect items are handled through the claim process described above.
Refunds
We will inspect your return and notify you whether the refund is approved. Approved refunds are issued to the original payment method, generally within 5 business days after inspection. Your bank or card provider may need additional time—often 5 to 10 business days—to post the credit to your account.
If more than 15 business days have passed since we approved your refund, please contact us through our Contact page.
Order cancellations and changes
Contact us as soon as possible if you need to cancel an order or change an item or shipping address. Orders are processed quickly, so we cannot guarantee that a change or cancellation can be completed before shipment. Once an order has shipped, the standard return process applies.
Limited warranty
Standard returns and warranty claims are different. A product issue discovered after the return window may be reviewed under the applicable limited warranty. Contact us with your order number, a description of the issue, and supporting photos.
Your legal rights
This policy does not limit any rights or remedies available to you under applicable consumer-protection law.
Questions
For return or refund questions, please use our Contact page. Include your order number so we can help you efficiently.