Delivery & Returns Policy
Shipping
If you order before 12:00pm AEST we aim to get your order out the same day, otherwise it will be dispatched the next business day. Please note that processing times may be extended during trade shows and peak periods.
Delivery Method: We use Australia Post as our primary shipping carrier.
Authority to Leave: If you select "Authority to Leave" at checkout, Polaris is not liable for lost, stolen, or damaged packages once delivered.
Backordered Items:
When an item is on backorder, we'll do our best to provide you with an estimated timeframe.
Please be aware that international shipping and customs clearance may cause delays beyond our control.
As soon as we receive your backordered item, it becomes our top priority. We commit to dispatching your order within 1-2 business days of the stock arriving at our facility.
Receiving your goods
Upon receiving your order, please check that all items are included. While we take great care in packing every order, occasionally errors can occur. If anything is missing, please contact us within 14 days of delivery with photos of what you received so we can look into it promptly.
Please note that claims made after 14 days of delivery cannot be accepted, as we are unable to determine responsibility for missing or damaged items beyond this timeframe.
Refunds
14-Day Grace Period
We understand that sometimes products don't meet your expectations. Polaris offers a 14-day grace period for returns:
- Return items in original, unmodified condition within 14 days
- Refund covers cost of goods only (postage and handling charges are non-refundable)
- Items not in original condition incur a 15% restocking fee
14-30 Day Returns
Products returned between 14-30 days:
- Refund available with 15% restocking fee applied
- Items must be in original condition
After 30 Days
No refunds are processed for returns after 30 days from purchase.
IMPORTANT: Any goods returned in non-original condition will incur a 15% restocking fee, regardless of return timeframe.
Return Policy
Due to the nature of electronics, every item that leaves our warehouse is bench tested to ensure it's in full working order before it reaches you. If you're experiencing issues with your new Polaris product, we're here to help.
Most issues can be resolved quickly by getting in touch with us directly. To help us assist you as efficiently as possible, please do the following before reaching out:
Check for software updates. If your product supports over-the-air updates, please ensure it's running the latest firmware or software version, as this can resolve many common issues.
Record a video of the issue. Send this to us via Facebook, Instagram DM, or email. Seeing the problem first-hand allows us to diagnose it faster and escalate to the manufacturer if needed.
Check your connections and wiring. Ensure all cables, connectors, and mounting points are secure and correctly installed, as loose connections are a common cause of electronic issues.
Note when the issue occurs. Does it happen at startup, after a period of use, or under specific conditions? This information helps us identify the cause much faster.
If any of our suggestions resolve your issue, please let us know as we love to hear it! When we don't hear back from a customer, we assume everything is back in working order. Your feedback also helps us better assist future customers experiencing similar problems.
If we cannot troubleshoot and solve your issue remotely through our support channels, you will need to send the item back to us for assessment. Return shipping costs are at the customer's expense.
