Refund policy

We want you (and your pet) to love your Polar Pouch hoodie. This is our 30-day happiness guarantee. If something isn't right, here's how we fix it.

Damaged, defective or wrong item

Email support@polarpouch.shop within 30 days of delivery with your order number and a photo of the problem. We'll send a free replacement or give you a full refund — your choice. You won't need to send the item back unless we ask.

Changed your mind

Customers in the EU and UK can cancel an order within 14 days of delivery for any reason. Customers elsewhere can return unused items in original condition within 14 days of delivery. Email us first for the return address. Return shipping is paid by the customer unless the item was faulty or incorrect. Once we receive the item, we refund the product price and original shipping cost (if any) within 14 days, to the original payment method.

Lost or late orders

If your tracking hasn't updated for 10 days, or your order hasn't arrived within 30 days of shipping, contact us and we'll reship it or refund you.

Exceptions

Items damaged through misuse or normal wear aren't covered. Your statutory rights as a consumer are not affected.

Contact

support@polarpouch.shop · We reply within 24 hours on business days.