Returns, Cancellations & Refunds

Last updated: 13 August 2026

We hope you’re completely satisfied with your POLARIC order. If you change your mind or experience a problem with your purchase, this policy explains your rights and the options available to you.

Nothing in this policy affects your statutory consumer rights.

Your Right to Cancel

If you are a UK consumer, you will normally have the right to cancel an eligible online order within 14 calendar days of receiving it, without giving a reason.

After telling us that you wish to cancel, you will normally have a further 14 calendar days to return the eligible goods.

POLARIC does not offer an additional voluntary change-of-mind returns period beyond your applicable statutory rights.

POLARIC Hygiene Seal

POLARIC is a personal oral-care product.

Each POLARIC retail box is supplied enclosed in clear protective plastic wrapping. This clear plastic wrapping forms the POLARIC Hygiene Seal for the complete retail product.

A notice on the Hygiene Seal will identify it as such and explain that breaking or removing the seal may affect your right to return the product for a change of mind.

If the Hygiene Seal is intact

Where your statutory right to cancel applies, you may request a change-of-mind return within the applicable 14-day period provided that:

• The clear plastic POLARIC Hygiene Seal remains fully intact
• The Hygiene Seal has not been cut, torn, broken or removed
• The product has not been used
• All individual mouthwash sachets remain sealed, unused and undamaged
• The complete contents of the product are returned

Opening the shipping poly bag or other delivery packaging does not break the POLARIC Hygiene Seal and does not, by itself, affect your cancellation rights.

If the Hygiene Seal has been broken or removed

Once the clear plastic POLARIC Hygiene Seal has been cut, torn, broken, removed or otherwise opened after delivery, the retail product is no longer sealed for hygiene purposes.

Where the sealed-goods hygiene exemption applies, we cannot accept a change-of-mind return once the POLARIC Hygiene Seal has been broken or removed.

Please inspect the product before breaking the Hygiene Seal if you believe you may wish to return it.

This restriction applies only to change-of-mind returns. It does not affect your statutory rights where a product is faulty, damaged, leaking, unsafe, incorrectly supplied or not as described.

Individual Sachets

Each POLARIC mouthwash sachet is also individually sealed.

Individual sachets must remain sealed and unused for any eligible change-of-mind return.

Once an individual sachet has been opened or used, it cannot be returned for a change of mind where the applicable health-protection or hygiene exemption applies.

This does not affect your statutory rights if a sachet is faulty, damaged, leaking, unsafe or not as described.

How to Cancel or Request a Return

To cancel an eligible order or request a return, contact:

support@polaric.co.uk

Please include:

• Your full name
• Your order number
• The product you wish to return
• Whether you are cancelling your order or reporting a problem
• Photographs where your order is damaged, leaking or incorrect, where reasonably possible

You do not need to provide a reason when exercising an applicable statutory right to cancel.

We will provide you with the appropriate returns address and instructions.

Please contact us before sending your return so we can identify and process it correctly. Returning an order without contacting us first may cause delays, but it will not remove any statutory rights that apply to your purchase.

Returning Your Order

Please package your return securely to prevent damage during transit.

Unless POLARIC provides a prepaid return method, we recommend using a postal service that provides proof of postage and keeping this until your return has been completed.

Please do not send returns to our registered office unless we have confirmed that it is also our authorised returns address.

Returns address:
1242 Carmarthen Rd. SA5 4BN Swansea.

Return Shipping Costs

Change-of-Mind Returns

Where an eligible statutory change-of-mind cancellation applies, you are responsible for the direct cost of returning the goods unless POLARIC agrees otherwise.

Faulty, Damaged or Incorrect Orders

Where goods are faulty, damaged, incorrectly supplied or not as described, POLARIC will cover reasonable return costs or provide an appropriate return method where required.

Faulty, Damaged or Incorrect Orders

Please inspect your order as soon as reasonably possible after delivery.

Contact us if your order:

• Arrives damaged
• Contains leaking or split sachets
• Contains the wrong product or quantity
• Has missing contents
• Appears unsafe or contaminated
• Is faulty
• Is not as described

Email support@polaric.co.uk with your order number, a brief explanation of the issue and photographs where reasonably possible.

Please retain the affected product, packaging, delivery label and any visible batch information until we confirm whether they are required for our investigation, unless doing so would be unsafe.

Your Rights Regarding Faulty Goods

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

Goods must meet the standards required by law, including being of satisfactory quality, fit for purpose and as described.

Depending on the circumstances, your legal remedies may include a refund, replacement, repair, price reduction or another remedy available under consumer law.

Your rights regarding faulty, damaged, unsafe or incorrectly supplied goods are not removed simply because the POLARIC Hygiene Seal or an individual sachet has been opened.

Refunds

Eligible Statutory Cancellations

For a valid statutory cancellation, we will refund:

• The amount paid for the eligible returned goods; and
• The cost of our least expensive standard delivery option, where required by law and where a delivery charge was originally paid

If you selected a more expensive delivery option, such as express or premium delivery, we will not normally refund the additional amount above the cost of our standard delivery service.

We may withhold a statutory cancellation refund until we have either:

• Received the returned goods; or
• Received reliable evidence that they have been sent back

whichever occurs first.

Refunds will be made without undue delay and within the applicable legal time limit, normally no later than 14 calendar days after receiving the returned goods or acceptable evidence that they have been returned.

Refunds will normally be made using the original payment method.

Broken Hygiene Seal

Where the clear plastic POLARIC Hygiene Seal has been broken or removed and the applicable hygiene exemption applies, we will not provide a change-of-mind refund for that product.

This does not affect any refund or other remedy that may be due where goods are faulty, damaged, leaking, unsafe, incorrectly supplied or not as described.

Your bank, card issuer or payment provider may require additional time to display a refund after it has been processed by POLARIC.

Cancelling Before Dispatch

If you wish to cancel your order before it has been dispatched, contact:

support@polaric.co.uk

Please contact us as soon as possible.

If we are able to stop the order before dispatch, we will cancel it and process the appropriate refund.

If the order has already been dispatched, the statutory cancellation provisions described in this policy will apply.

Undeliverable or Refused Orders

Refusing delivery does not, by itself, clearly notify POLARIC that you wish to cancel your order.

If you wish to cancel, please contact support@polaric.co.uk

If an order is returned to us because an incorrect or incomplete delivery address was provided, the parcel was not collected or delivery could not be completed for reasons outside POLARIC’s control, we will contact you once it has been returned.

Where legally permitted, reasonable redelivery or delivery costs genuinely incurred may be payable by the customer.

This does not apply where the delivery failure was caused by POLARIC or our delivery provider.

Promotional Discounts

Refunds are based on the amount actually paid after any discount or promotional offer has been applied.

Where a promotion requires multiple products to be purchased together, the promotional discount may be recalculated if only part of the qualifying order is returned, where permitted by law and in accordance with the terms of that promotion.

Business & Wholesale Orders

This policy applies to consumer orders placed directly through the POLARIC website.

Wholesale, trade and other business-to-business purchases may be subject to separate quotations, agreements or B2B terms.

Contact Us

For returns, cancellations, damaged orders, replacements or refund enquiries:

POLARIC UK LTD
Email: info@polaric.co.uk
Company number: 17002094