Refund policy
[Last updated on February 2026]
At Polaro LLC. (“Polaro”, “we”, “us” and terms of similar meaning), we are committed to providing you with a seamless shopping experience. Our Shipping & Return Policy outlines the processes and guidelines for order fulfillment, shipping costs, delivery options, and returns. Any capitalized terms used in this policy but not defined here can be found in our Terms and Conditions at: https://getpolaro.com/policies/terms-of-service
1. Shipment Processing Times
1.1. Timelines and Processes. Once your Order has been placed, you will receive an Order confirmation email. If you have a User Account with us, you will be able to track your Order in real time through your user account at https://getpolaro.com. All Product(s) purchased will be shipped via a third-party delivery company, as selected by Polaro in its sole discretion. We endeavor to ship (not deliver) accepted orders within three (3) to five (5) business days. However, actual shipping times may depend on Product availability, and delivery by a specific delivery date cannot be guaranteed. Polaro reserves the right to ship partial orders or ship in installments. In the event that Polaro becomes aware of any shipping delays, you will be contacted by someone from the Polaro team. Notwithstanding the foregoing, Polaro shall not be liable for any delays in shipping and transit.
2. Shipping Costs
2.1. You will pay all shipping and handling charges unless otherwise specified in your Order. Shipping charges will be calculated and displayed at checkout.
2.2. International Shipping. We offer international shipping worldwide. For deliveries outside of North America (Canada and the U.S.), contact us at support@getpolaro.com, for further assistance. Your order may be subject to import duties, customs and taxes (including VAT). Polaro is not responsible for these charges, and all fees imposed during or after shipping are your responsibility.
2.3. Shipping Insurance. Shipping insurance is available for specific Products and can be added at checkout. This insurance provides hassle-free replacement of the Product(s) in the event of damage or loss during shipping. If you choose not to add shipping insurance, Polaro will not be responsible for any damages, delay, or losses incurred during shipping your Products.
2.4. Cancellation or Reschedule by Polaro. We reserve the right to cancel or reschedule any Order(s) or to refuse or delay shipment thereof if the User (i) fails to provide valid payment details; or (ii) otherwise fails to adhere to Polaro’s Terms and Conditions.
3. Delivery
3.1. Curb Side Delivery. Curb side delivery is available exclusively in the United States and Canada. Products eligible for curb side delivery will be delivered to the address provided at checkout, on your driveway, or another accessible location on the ground floor, at the specified address.
3.2. White Glove Delivery. White Glove Delivery may be available in the United States and Canada. Eligible Products will be delivered to the address provided at checkout. The delivery crew will contact you twenty-four (24) to seventy-two (72) hours prior to arrival to schedule a date and time for delivery. The Product will be placed on the ground floor of your location, unboxed, and all packing materials will be removed. Unless otherwise provided for the Products purchased through our Website, Product assembly is not included in the Services and remains the sole responsibility of the User.
3.3. Liability.
(a) If for any reason you fail to accept delivery of any Product(s) in the Order, or if delivery is unable to be completed because you have not provided appropriate instructions, addresses, payment details, or have provided any other inaccurate information: (i) risk of loss or damages to the Product(s) shall pass to you; (ii) the Product(s) shall be deemed to have been delivered; and/or (iii) Polaro or the delivery company, at its option, may store the Product(s) until you pick it up or pay for additional shipping costs, whereupon you shall be liable for all related costs and expenses (including, without limitation, as applicable, packaging, freight, storage and insurance).
(b) Without limiting the generality of the foregoing, Polaro is not liable for deliveries made to incorrect addresses due to User error. It is your sole responsibility to contact us at support@polaro.com, to correct or update your delivery address prior to the shipment.
(c) Polaro shall not be liable for any non-delivery of Product(s) (even if caused by Polaro’s negligence). Any liability of Polaro for non-delivery of Product(s) shall be limited to replacing the Product(s) within a reasonable amount of time or adjusting the price paid with respect to such Product(s) to reflect the actual quantity delivered.
4. Refunds, Returns and Exchanges
4.1. Refunds. If a Notice (defined below) is received by Polaro within twenty-four (24) hours of placing the Order or prior to the Product(s) being shipped (whichever is earlier), you shall be entitled to a full refund for the price and charges associated with the Product(s). Once the Product(s) have been shipped, all Product(s) sold, and associated fees and charges are not eligible for refunds or exchanges until the Product(s) have been delivered to you, unless as otherwise provided by Polaro.
4.2. Inspection and Damages. Upon receipt of an Order or part of an Order, it is your responsibility to inspect the Product(s) for any defects, damages, functionality issues, accuracy or other issues. If you believe that Product(s) or components of a Product delivered (a) do not conform with what was set out in the order; or (b) do not comply with the warranties in the Polaro Terms & Conditions or is otherwise defective on inspection, you may submit a notice (“Notice”) within thirty (30) days of receipt of the Order, to Polaro through https://getpolaro.com/ or by e-mail to support@getpolaro.com requesting an appropriate remedy, which may, in the sole discretion of Polaro, include an exchange or replacement or a full or partial refund. As part of the agreed upon remedy, you may be required to return any delivered Product(s) and, if appropriate, pay for applicable cancellation or restocking fees and any additional shipping and handling fees. The Notice must include your Order number and a sufficient explanation of the reason for submitting a Notice. Polaro reserves the right to request a physical inspection of the Product(s) or request any other information it deems necessary to determine an appropriate remedy. Polaro shall make a determination of the appropriate remedy, if any, within ninety (90) days of receipt of the Notice.
4.3. Returns. All other returns within thirty (30) days of receipt of the delivery, are subject to a fifteen (15) percent restocking fee. To return a Product, submit a Notice to Polaro through https://getpolaro.com/ or by e-mail to support@getpolaro.com. Shipping charges, exclusive of custom duties and taxes for international shipping, are covered by Polaro, provided the Product(s) are unused, unopened, and in their original condition. If the Product is unopened, a pre-paid return label may be provided, auto-filled based on your Order information. The refund will be processed within thirty (30) business days using the same method of payment as the original purchase. Once completed, you will receive an email confirmation.
4.4. Product Warranty. If the Product is eligible for warranty, shipping costs for warranty repairs are covered by Polaro, provided the original box for the Product is retained.
4.5. Out of Stock Products. If a Product is out of stock, you are eligible for a full refund, or Polaro may offer an exchange, on a case-by-case basis.
5. Conflict of Terms
In the event of any conflict between the Terms and Conditions and the Shipping and Return Policy, the terms of this policy shall prevail with respect to shipping, returns, and refunds matters. Polaro reserves the right to update the Shipping and Return Policy at any time. You are encouraged to review these policies regularly.
6. Questions and Comments
If you have any questions regarding the Shipping and Return Policy, please contact us via email at support@getpolaro.com.