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Returns & Refunds

Returns, cancellations, defects, and refunds.

This policy explains how POLARIS STUDIO handles final-sale items, cancellations, defect claims, and approved refunds.

Returns, Refunds, Cancellations, and Defects Policy

Policy Version: 1.0
Effective Date: March 18, 2026
Last Updated: March 18, 2026

1. Overview

This policy explains how POLARIS STUDIO handles returns, refunds, cancellations, defective items, and materially incorrect orders.

Because POLARIS STUDIO primarily sells customized, personalized, made-to-order, and limited-run products, all sales are final, except as required by applicable law or as expressly provided in this policy.

2. No Change-of-Mind Returns

We do not accept returns, refunds, or exchanges for:

  • change of mind
  • buyer's remorse
  • aesthetic preference
  • errors in customization details provided or approved by you
  • ordinary variation in 3D printing or finishing
  • delays caused by third parties outside our reasonable control

3. Custom and Personalized Products

Customized, personalized, made-to-order, encoded, configured, or otherwise specially prepared products are generally final sale.

This includes products created using customer-submitted names, text, artwork, links, NFC destinations, logos, files, or instructions.

You are responsible for reviewing all submitted or approved details before your order is finalized.

4. Cancellation Before Printing Begins

If a different production or fulfillment timeline is disclosed to you during contract creation and you do not wish to proceed on that timeline, you may request a full refund at any time before printing begins.

Except where required by applicable law or expressly approved by POLARIS STUDIO in writing, cancellations are not available once printing, customization, encoding, or order preparation has begun.

5. No Cancellation After Printing Begins

Once printing, customization, encoding, NFC setup, or order preparation has begun, the order may not be cancelled.

6. Defective or Materially Incorrect Items

If a product arrives materially defective or materially different from the order as accepted by us, you must contact us within 7 days of delivery and provide:

  • your order number
  • a description of the issue
  • clear photos or video reasonably showing the issue

We may request additional information where reasonably necessary to review the claim.

7. NFC Defects

For purposes of this policy, an NFC chip that does not function as intended on delivery due to a fault in the chip or our configuration may be treated as defective, subject to verification by us.

POLARIS STUDIO is not responsible for incompatibility caused by unsupported devices, third-party apps, browser restrictions, user modifications, customer-edited content, or third-party-hosted content.

8. Remedies

If we determine, in our sole discretion and subject to applicable law, that an item is defective or materially incorrect, we may choose one or more of the following remedies:

  • repair
  • replacement
  • reprogramming or re-encoding for NFC-enabled items
  • store credit
  • refund

The remedy chosen, if any, will depend on the nature of the issue, product type, and practical availability of repair or replacement.

9. Return Instructions

If POLARIS STUDIO requests the return of a product as part of a defect or order issue review, you must follow the return instructions we provide.

We may deny a claim where:

  • the item was misused
  • the item was modified after delivery
  • the item was damaged by improper handling or storage
  • the claim is made outside the stated reporting window
  • the issue reflects expected 3D-print variation rather than a defect
  • the issue results from customer-provided or customer-approved errors

10. Non-Returnable Items

Unless required by applicable law, the following are generally non-returnable:

  • custom or personalized products
  • made-to-order items
  • NFC-configured or encoded items
  • items damaged after delivery due to misuse, alteration, or external causes
  • products reported outside the defect notice window

11. Refund Timing

Where POLARIS STUDIO approves a refund, the refund will be issued to the original payment method unless otherwise agreed.

Refund timing may vary depending on the payment processor, financial institution, or platform used for payment.

12. Chargebacks and Disputes

If you believe there is an issue with your order, we ask that you contact us first at [email protected] so we have an opportunity to review and resolve the matter.

Nothing in this policy limits any non-waivable rights or remedies you may have under applicable law.

13. Contact

For return, refund, cancellation, or defect inquiries, contact:

POLARIS STUDIO
Downtown Vancouver, British Columbia, Canada
Email: [email protected]

14. Changes to This Policy

We may update this policy from time to time by posting the updated version on our website and revising the “Last Updated” date above.

Changes apply prospectively from the date they are posted unless otherwise required by applicable law.