Refunds, Returns & Cancellation

1. Cancelling before dispatch

You can cancel an order at any point before we dispatch it, for any reason, at no cost. Email support@polarbearleathergoods.shop with your order reference, or call +1 909 402 3517 during Monday to Friday, 09:00–17:00 Eastern Time. If payment has already been taken we refund it in full within 3 business days of cancelling.

Because we dispatch within 1–2 business days, the window to cancel is short. If we have already handed the parcel to the carrier we will say so and treat your message as a return request instead.

2. Returning after delivery

You may return any article within 30 days of delivery for a full refund of what you paid for it, provided it is:

• unused and unworn, with no marks, scent or handling patina;
• in its original packaging, with any protective wrapping intact; and
• accompanied by a return reference from us.

You are welcome to open the packaging and handle the article to see whether it suits you, in the way you would in a shop. Handling beyond that — carrying it, loading it, writing on an included card — reduces its value, and we may reduce the refund proportionately. If we do, we tell you the amount and the reason before we process it, and you may ask for the article back instead at your cost.

How to return something

1. Email support@polarbearleathergoods.shop with your order reference and which article you are returning. You do not need to give a reason.
2. We reply within one business day with a return reference and the return address. Please do not send anything back without one — unreferenced parcels cannot be matched to an order.
3. Send the article back within 14 days of receiving the return reference, using a tracked service.
4. We inspect it on arrival and refund within 5 business days of receipt.

Who pays for return postage

Until a returned parcel reaches us it is your responsibility, which is why we ask for a tracked service. If a return is lost in transit and you can show it was sent, we will work it out with you rather than leave you with nothing.

3. Faulty or wrong articles

If an article arrives faulty, damaged or different from what you ordered, tell us within 30 days of delivery and send a photograph. We will replace it or refund it in full, including both the original and the return shipping, and we pay for the return. This is in addition to your statutory rights and does not replace them.

A manufacturing fault is a failure of the making: stitching that has come undone, hardware that has failed, a lining that has separated. It is not the natural variation of the material.

What is not a fault

Leather varies. Differences in grain and shade, growth wrinkles, healed insect marks, range scars and the darkening of uncoated vegetable-tanned articles are characteristics of the material and are described on every article page and in Materials & Care. They are not defects and are not grounds for a faulty-goods claim. They are, of course, still grounds for an ordinary change-of-mind return within 30 days if you simply do not like them.

Wear from use — a softened corner, a darkened thumb position, a scratch picked up in a bag — is not a fault either.

4. What cannot be returned

• Personalised and embossed articles, including anything made to a group or gift order, unless they are faulty or differ from the proof you approved. This is because they cannot be resold.
• Articles returned after 30 days from delivery.
• Articles that have been used, carried or loaded.

5. How refunds are paid

Refunds are made in United States Dollars (USD) to the original payment method. We cannot refund to a different card, account or person. Once we issue a refund it usually appears within 3–10 business days depending on your bank; the time it takes after we release it is outside our control.

We do not charge a restocking fee. If you paid by a method that charged you a currency conversion fee, that fee is your bank’s and we cannot refund it.

6. Partial returns and free-shipping thresholds

If you return part of an order and what remains falls below the USD 69.00 free-shipping threshold, we deduct the standard shipping charge that would have applied to the remaining articles. We show the arithmetic when we confirm the refund.

7. Duties on international returns

Import duties and taxes you paid to receive an international parcel are charged by your customs authority, not by us, and we cannot refund them. Most authorities will refund them on a returned import — ask your local customs office and we will supply whatever documentation you need.

8. Promotions and discount codes

Where an order was placed with a discount code, refunds are of the amount actually paid. If returning part of an order takes it below the threshold that qualified it for a discount, the discount is recalculated on what you keep. A code used on a returned order is not reissued unless the return was our fault.

9. If something goes wrong with a refund

Contact us at support@polarbearleathergoods.shop or +1 909 402 3517. We acknowledge within one business day. If you are not satisfied with the outcome, say so and we will escalate it internally before you need to involve anyone else. Please talk to us before raising a chargeback with your bank — it is slower for you than a refund from us.