Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and sealed in its original packaging. You’ll also need the receipt or proof of purchase. The customer is responsible for the return shipping costs unless covered by one of the exceptions below.
To start a return, you can contact us at hello@polarfilament.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@polarfilament.com.
Manufacturing Defects
In most cases, we will offer refunds for products that have one or more of the following manufacturing defects:
- Out of tolerance filament
- Broken/damaged spools
- Incorrect color/material
- Incorrect weight
The following are NOT considered manufacturing issues, and are not eligible for refund:
- Vacuum seal broken during shipping
- Order placed by mistake
- Difficulty Printing (contact us for debugging assistance)
- Color striations in Hybrid (mixed-colorant) spools
- Tangled spools during printing
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.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.