Terms of sale

Last updated: 20 September 2026

Article 1. Seller identity

This website is published and operated by:

  • Company name: Pixel Production
  • Trade name: Polar Star®
  • Legal form: SASU with share capital of €1,000
  • Registered office: 92 rue Saint-Honoré, 75001 Paris, France
  • SIREN: 883 592 545 — SIRET: 883 592 545 00031
  • Trade register: RCS Paris 883 592 545
  • EU VAT number: FR59 883 592 545
  • Publication director: Nicolas Queuche, President
  • Email: hello@getpolarstar.com

Hereinafter the Seller or Polar Star. Email is our direct and effective means of communication: every request is answered within 48 working hours at most.

Article 2. Purpose and acceptance

These terms and conditions of sale (the Terms) govern all sales of products concluded on polarstar.fr, whether the buyer is a consumer (B2C) or a business (B2B).

They are made available before the order and must be expressly accepted to validate it. Placing an order constitutes full acceptance of the Terms in force on the day of the order. The Seller may amend them; the applicable Terms are those in force on the date of the order.

Articles 9, 10 and 11 apply to consumers only. Article 14 applies to business buyers only.

Article 3. Products

The products offered are socks and textile accessories. Their essential characteristics (fibre composition, available sizes, colours, country of manufacture, care instructions) appear on each product page, in accordance with Regulation (EU) No 1007/2011 on textile fibre names and labelling.

Photographs and illustrations are indicative and not contractual: slight colour variations due to screen rendering or dye lots do not constitute a lack of conformity.

Offers are valid while displayed on the site and while stocks last.

Article 4. Product safety

In accordance with Regulation (EU) 2023/988 on general product safety, the responsible person established in the European Union for the products sold on this site is:

Pixel Production, 92 rue Saint-Honoré, 75001 Paris, France — hello@getpolarstar.com.

Safety warning: socks are not personal protective equipment. Keep packaging out of reach of infants and children under 3 due to the risk of suffocation. Do not use a damaged item. Non-slip sole models reduce but do not eliminate the risk of slipping; they do not replace normal caution on wet floors.

Article 5. Prices

Prices are shown in euros, inclusive of all taxes, excluding delivery costs. Applicable delivery costs are shown separately and disclosed before final validation of the order.

The Seller may change prices at any time; the applicable price is the one displayed when the order is validated.

For shipments outside the European Union, customs duties and import taxes may be due in the country of destination. They are borne by the buyer in addition to the price paid.

Any announced price reduction states the lowest price applied by the Seller during the thirty days preceding the reduction, in accordance with Article L. 112-1-1 of the French Consumer Code.

Article 6. Orders

An order follows these steps: selection of products and options, review of the basket and its total price, identification, choice of delivery and payment method, express acceptance of these Terms, then final validation.

Final validation uses a button bearing the wording order with obligation to pay or an equivalent unambiguous formula, in accordance with Article L. 221-14 of the French Consumer Code. This validation forms the contract.

A confirmation email summarising the order is sent to the buyer on a durable medium.

The Seller may refuse an order in the event of a prior dispute, payment default, an order abnormal in volume, or breach of these Terms.

Article 7. Payment

Payment is due at the time of the order, except under specific terms granted to business buyers. Accepted means of payment are bank card, PayPal and the electronic wallets offered at checkout.

Transactions are processed by approved payment providers (Shopify Payments / Stripe, PayPal) under the PCI-DSS standard, with strong customer authentication where required by law. The Seller never has access to full bank card details.

Article 8. Delivery

Products are delivered to the address given by the buyer at the time of the order, in the countries served by the site.

Time limits: unless otherwise stated on the product page or at the time of the order, the Seller undertakes to deliver no later than thirty (30) days after the contract is concluded. Indicative lead times usually observed are 2 to 4 working days in mainland France and 3 to 7 working days elsewhere in the European Union.

Late delivery: if the delivery date or period is exceeded, a consumer buyer may instruct the Seller to deliver within a reasonable additional period. Failing performance within that further period, the buyer may terminate the contract by registered letter or by another written durable medium. The contract is terminated upon receipt of that notice, and the Seller refunds all sums paid no later than fourteen (14) days thereafter (Articles L. 216-2, L. 216-6 and L. 216-7 of the French Consumer Code).

Transfer of risk: the risk of loss or damage passes to the consumer when the consumer takes physical possession of the goods (Article L. 216-4 of the French Consumer Code).

On receipt: we recommend checking the condition of the parcel in the presence of the carrier and recording any damage or missing item as precise reservations on the delivery note, then informing us. Such reservations are not a condition for exercising the legal guarantees.

Article 9. Right of withdrawal (consumers)

In accordance with Article L. 221-18 of the French Consumer Code, consumers have fourteen (14) days from receipt of the goods to exercise their right of withdrawal, without giving reasons and without bearing costs other than those set out below. Where several goods ordered are delivered separately, the period runs from receipt of the last item.

As a commercial gesture, and without affecting the statutory period, Polar Star extends this period to thirty (30) days from receipt.

How to exercise it: by notifying an unambiguous statement, by email to hello@getpolarstar.com or by post to Pixel Production, 92 rue Saint-Honoré, 75001 Paris, France. The consumer may use the model form in Article 10, without obligation.

Return: goods must be sent back no later than fourteen (14) days after communicating the withdrawal decision, in a resaleable condition with their original packaging. Direct return costs are borne by the consumer, in accordance with Article L. 221-23.

Refund: the Seller refunds all sums paid, including the initial standard delivery costs, no later than fourteen (14) days from recovery of the goods or from the date on which the consumer provides evidence that the goods have been sent, whichever is earlier (Article L. 221-24). The refund is made using the same means of payment as the original transaction, unless expressly agreed otherwise, and at no cost. If the consumer chose a delivery method more expensive than the standard one, the additional cost is not refunded.

Exceptions: in accordance with Article L. 221-28, the right of withdrawal does not apply to goods made to the consumer specifications or clearly personalised, nor to goods unsealed by the consumer after delivery which cannot be returned for hygiene or health protection reasons.

The consumer is liable only for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Article 10. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To Pixel Production — Polar Star, 92 rue Saint-Honoré, 75001 Paris, France — hello@getpolarstar.com:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

Ordered on (*)/received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

Article 11. Legal guarantees (consumers)

All products sold benefit from the legal guarantee of conformity and the legal guarantee against hidden defects. These guarantees are owed by the Seller, independently of any commercial warranty, and are implemented free of charge.

The following is an English courtesy translation of the statutory notice required by Article D. 211-2 of the French Consumer Code. The binding French version appears in the French version of these Terms.

Consumers have a period of two years from delivery of the goods to obtain the implementation of the legal guarantee of conformity in the event of a lack of conformity appearing. During this period, consumers need only establish the existence of the lack of conformity, not the date on which it appeared.

The legal guarantee of conformity entails an obligation on the trader, where applicable, to provide all updates necessary to maintain the conformity of the goods.

The legal guarantee of conformity entitles consumers to repair or replacement of the goods within thirty days of their request, free of charge and without major inconvenience to them.

If the goods are repaired under the legal guarantee of conformity, consumers benefit from a six-month extension of the initial guarantee.

If consumers request repair but the seller imposes replacement, the legal guarantee of conformity is renewed for two years from the date of replacement.

Consumers may obtain a price reduction while keeping the goods, or terminate the contract with a full refund against return of the goods, if: the trader refuses to repair or replace the goods; repair or replacement takes place after thirty days; repair or replacement causes major inconvenience to the consumer; or the lack of conformity persists despite an unsuccessful attempt by the seller to bring the goods into conformity.

Consumers are also entitled to a price reduction or termination of the contract where the lack of conformity is so serious as to justify immediate price reduction or termination. Consumers are not then required to request repair or replacement first.

Consumers are not entitled to termination of the sale if the lack of conformity is minor.

Any period during which the goods are unavailable for repair or replacement suspends the remaining guarantee period until delivery of the restored goods.

The rights above result from Articles L. 217-1 to L. 217-32 of the French Consumer Code.

A seller who obstructs the implementation of the legal guarantee of conformity in bad faith is liable to a civil fine of up to 300,000 euros, which may be increased to 10% of average annual turnover (Article L. 241-5 of the French Consumer Code).

Consumers also benefit from the legal guarantee against hidden defects under Articles 1641 to 1649 of the French Civil Code, for two years from discovery of the defect. This guarantee entitles them to a price reduction if the goods are kept, or a full refund against return of the goods.

To make a claim under a guarantee: hello@getpolarstar.com, quoting the order number and a description of the defect.

Article 12. Complaints and consumer mediation

Any complaint should first be addressed to customer service: hello@getpolarstar.com. The Seller undertakes to acknowledge receipt and respond within 48 working hours at most.

In accordance with Articles L. 612-1 and L. 616-1 of the French Consumer Code, a consumer who has not obtained satisfaction after a prior written complaint may refer the matter free of charge to a consumer ombudsman with a view to an amicable settlement.

The contact details of the competent consumer ombudsman will be shown here as soon as Pixel Production membership, currently being arranged, is effective. In the meantime, consumers may free of charge contact the consumer association of their choice or the conciliator of justice for their area.

Recourse to mediation is optional and does not deprive consumers of their right to bring proceedings before the courts.

Article 13. Governing law and jurisdiction

These Terms are governed by French law.

Consumers residing in the European Union additionally benefit from the more protective mandatory provisions of the law of their country of habitual residence. They may bring proceedings, at their choice, before any court having territorial jurisdiction under the Code of Civil Procedure or the court of the place where they were living when the contract was concluded or when the harmful event occurred.

For business buyers, failing an amicable settlement, exclusive jurisdiction is granted to the courts of Paris, including in the event of multiple defendants or third-party proceedings.

Article 14. Specific conditions for business buyers

This article applies to buyers acting for business purposes. Articles 9, 10 and 11 (consumer withdrawal and legal guarantees) do not apply to them.

  • Payment terms: unless otherwise agreed, payment is due on receipt of invoice. Agreed terms may not exceed sixty (60) days from the invoice issue date, or forty-five (45) days end of month (Article L. 441-10 of the French Commercial Code).
  • Late payment interest: any late payment automatically incurs, without prior formal notice, interest calculated at the rate applied by the European Central Bank to its most recent refinancing operation, plus ten (10) percentage points.
  • Recovery indemnity: any late payment automatically gives rise to a fixed indemnity for recovery costs of forty (40) euros (Articles L. 441-10 and D. 441-5 of the French Commercial Code). Where recovery costs incurred exceed that amount, additional compensation may be claimed against supporting evidence.
  • Early payment discount: no discount is granted for early payment.
  • Retention of title: products remain the property of the Seller until the price has been paid in full. Risk, however, passes on handover to the carrier.
  • Claims: any claim relating to an apparent defect or a missing item must be made in writing within ten (10) working days of receipt.

Article 15. Personal data

Processing of personal data carried out in connection with orders is described in the privacy policy, which forms an integral part of these Terms.

Article 16. Intellectual property

The Polar Star trade mark, the site, its structure, texts, photographs and visuals are protected by intellectual property law and remain the exclusive property of the Seller or its licensors. Any reproduction or representation, in whole or in part, without prior written authorisation is prohibited and engages the liability of its author under Articles L. 335-2 et seq. of the French Intellectual Property Code.

Article 17. Force majeure and liability

Neither party may be held liable for a failure resulting from force majeure within the meaning of Article 1218 of the French Civil Code.

Nothing in these Terms limits or excludes the Seller statutory liability towards consumers, in particular under the legal guarantees and the obligation of conformity, nor the rights consumers derive from mandatory provisions of law.

Article 18. Environment and end of life of products

Used textiles must not be thrown away with household waste. They can be dropped off, even damaged, at dedicated collection points. To find the nearest collection point: refashion.fr or quefairedemesdechets.ademe.fr.

Article 19. Severability

If any provision of these Terms is held void or unenforceable, the remaining provisions shall remain in full force.