Refund policy
Last updated: 20 September 2026
Statutory right of withdrawal: 14 days
If you are a consumer, Article L. 221-18 of the French Consumer Code gives you fourteen (14) days from receipt of your order to withdraw, without giving any reason. If your order is delivered in several instalments, the period runs from receipt of the last item.
Our commercial extension: 30 days
Beyond this statutory right, and without replacing it, Polar Star accepts returns for thirty (30) days from receipt.
How to withdraw
Notify us with an unambiguous statement before the deadline:
- by email to hello@getpolarstar.com;
- or by post to Pixel Production — Polar Star, 92 rue Saint-Honoré, 75001 Paris, France.
You may use the model withdrawal form reproduced in Article 10 of our terms and conditions of sale, though this is not compulsory. A simple email stating your order number and your wish to withdraw is enough.
Returning the items
Send the items back no later than fourteen (14) days after informing us of your decision, in a resaleable condition and with their original packaging.
Direct return costs are borne by you (Article L. 221-23). We recommend a tracked shipment: the parcel travels under your responsibility until we receive it.
You are liable only for any diminished value resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the items. Trying on a pair of socks does not cost you your right of withdrawal.
Refund
We refund all sums paid, including the initial standard delivery costs, no later than fourteen (14) days from recovery of the items or from the date you provide evidence of their dispatch, whichever is earlier (Article L. 221-24).
The refund uses the same means of payment as the original transaction, unless you expressly agree otherwise, and at no cost to you.
If you chose a delivery method more expensive than our standard one, the additional cost is not refunded.
Exceptions to the right of withdrawal
In accordance with Article L. 221-28, the right of withdrawal does not apply to:
- items made to your specifications or clearly personalised;
- items unsealed after delivery which cannot be returned for hygiene or health protection reasons.
Faulty or non-conforming item
An item that is damaged, does not match its description or does not correspond to your order is not a voluntary return but falls under the legal guarantees. In that case, return and replacement are at our expense.
You benefit from the legal guarantee of conformity for two years from delivery, and from the guarantee against hidden defects for two years from discovery of the defect. Details appear in the statutory notice in Article 11 of our terms and conditions of sale.
Write to hello@getpolarstar.com with your order number and a photo of the defect.
Business orders
The right of withdrawal does not apply to business buyers. Applicable conditions are set out in Article 14 of the terms and conditions of sale.
Any questions
Write to hello@getpolarstar.com. Email is our direct contact channel: every request is acknowledged and answered within 48 working hours at most.