Refund Policy

PolarSun is committed to fair and transparent refund practices in compliance with Sri Lankan

banking and payment gateway requirements

Title

Last updated: April 2023

1. Eligibility for Refunds

2. Refund Request Process

3. Refund Method

4. Refund Processing Time

5. Delivery Charges

6. Exchanges in Place of Refunds

7. Fraud Prevention and Disputes

8. Policy Enforcement

9. Contact Information

1. eligibility for refunds

Refunds will be considered only under the following conditions:

  • The request is made within 14 days from the date of delivery
  • The product is unused, in original condition, and returned with all original packaging
  • A valid order number and original invoice are provided

The return request has been approved after internal review

 

Refunds are not applicable for:

  • Change of mind after use
  • Normal wear and tear
  • Damage caused by misuse, negligence, or accidental damage
  • Gift cards
  • Items returned without proper documentation

2. refund request process

  1. Customers must send their order number to Info@polarsun.lk within 14 days of delivery.
  2. All refund requests are reviewed and approved before processing
  3. Returned products must pass inspection before any refund is initiated

PolarSun reserves the right to decline refund requests that do not meet eligibility requirements.

3. refund method

  • Refunds are processed only to the original payment method used at checkout
  • Refunds cannot be made in cash or to third-party accounts
  • For card payments, refunds will be processed through the same acquiring bank or payment gateway

4. refund processing time

Approved refunds will be initiated within 5 to 10 business days after receiving and inspecting the returned item

  • The time taken for funds to reflect in the customer’s account depends on the issuing bank and payment provider
  • PolarSun is not responsible for delays caused by banks or payment gateways

5. delivery charges

  • Delivery and handling charges are non refundable unless the return is due to an error on our part
  • Free delivery promotions do not qualify for delivery cost refunds

6. exchanges in place of refunds

Where possible, PolarSun may offer:

  • Product replacement
  • Exchange for another item of equal value
  • Store credit

This will be communicated to the customer before processing.

 

Incorrect or Defective Items

 

If an incorrect or defective item is received:

  • The customer must notify PolarSun within 48 hours of delivery
  • Photo or video evidence may be requested for verification
  • Upon approval, a replacement or refund will be arranged at no additional cost

7. fraud prevention and disputes

  • PolarSun reserves the right to withhold refunds in cases of suspected fraud, abuse, or policy violations
  • Any disputes must be raised directly with PolarSun before initiating a bank chargeback
  • Chargebacks initiated without contacting PolarSun may result in account restrictions

8. policy enforcement

This refund policy applies to all transactions made on the PolarSun website and is subject to internal review and compliance procedures.

9. contact information

For refund related inquiries:

Email: Info@polarsun.lk