1. Inspect on receipt
Please inspect every delivery as soon as it arrives. Sign for the consignment as damaged if any cartons are visibly damaged in transit, then notify us within 3 working days at info@polarxornaments.co.uk with photos and the order number. Claims received after 3 working days cannot normally be considered.
2. Shortages and pick errors
If a product is missing from your delivery or the wrong item has been sent, email us within 3 working days with the order number, the affected SKU, and the quantity. We will arrange a replacement at our cost or issue a credit note, whichever you prefer.
3. Manufacturing faults
Goods must be of satisfactory quality. If a product develops a manufacturing fault within a reasonable period after sale, contact us with the order number, SKU, photos of the fault, and a brief description. We will arrange collection or ask you to dispose of the item, then issue a free replacement or full credit.
4. Trade returns (change of mind)
Because we sell to the trade, we are not obliged to accept returns of unwanted stock. We may, at our discretion, accept returns of non-seasonal in-stock products on the following terms:
- The request is made within 14 days of delivery and authorised by us in writing in advance.
- Goods are returned in their original, unopened, retail-ready packaging and in fully resaleable condition.
- You arrange and pay for return shipping. We recommend a tracked, insured service.
- A restocking charge of up to 20% of the invoice value may be applied to cover handling.
Pre-ordered seasonal products, personalised products, and clearance lines are non-returnable.
5. How refunds & credits are issued
Once we have received and inspected the returned goods we will issue a credit note against your account, or refund the original payment method, within 14 days. Card refunds are processed by Stripe and may take a further 3–5 working days to appear on your statement.
6. Where to send returns
Do not return goods without an authorisation reference from us. Once authorised, returns should be sent to:
PolarX Ornaments Returns
Unit 3, Plant Lane Business Park, Plant Lane, Burntwood WS7 3GN, United Kingdom
7. Your statutory rights
This policy is in addition to our obligations under the Sale of Goods Act 1979 (as amended) and the Supply of Goods and Services Act 1982. Nothing in it limits your statutory rights as a business buyer.
8. Need help?
Email info@polarxornaments.co.uk or call 0121 285 5166. We aim to acknowledge return requests within 1 working day.