Return & Refund

Last Updated: [March 12, 2026]


Order Cancellation Policy

 

For orders placed on xpolar-tech.com

  • Within 24 hours after successful payment, if the order has not yet shipped, you may request free cancellation and a full refund.
  • If a tracking number has already been generated, you must contact customer service via official email or the online message system to apply for cancellation. If cancellation is no longer possible, please accept the delivery first and then contact us to arrange return of the product to our warehouse.
  • Please note that cancellation cannot be guaranteed, as it depends entirely on the real-time logistics status of your order (e.g., whether the package has been scanned for dispatch or is already in transit).

Contact Information

When contacting us, please provide your order number.

Order Return Policy

 

We want you to experience the full benefits of your XPOLAR recovery device. To ensure a seamless experience, our return and exchange process is fully automated. You can initiate a request and track your status 24/7 through our Return Center.

Step 1: Initiate Your Request

Log into your account and visit our Return Center. Select the items you wish to return and provide a brief reason. For technical faults, please upload photos or a short video. (Note: For certain international orders, confirmed hardware defects may qualify for a Free Replacement without requiring a return shipment).

Step 2: Review & Prepaid Label

Our team will review your request within 1-2 business days. Upon approval, a Prepaid Return Label will be emailed to you and updated in your account dashboard.

Step 3: Pack & Ship

Securely attach the label to your package. Write "RETURN" or order number clearly on the box. Labels are valid for 30 days, please ensure the carrier scans your package within this window to avoid automatic cancellation of your request.

Step 4: Track & Refund

By using our official Return Label, you can track your package's journey directly in your account. Once our warehouse receives and inspects the item (typically 3-5 business days), your refund will be automatically processed.

Shipping Costs & Condition Requirements

 

To ensure a smooth process, please review our standard policies regarding return fees and item conditions:
  • Quality Issues: XPOLAR covers the cost. You will receive a free prepaid return label upon approval of your video/photo proof.
  • Standard Returns (Change of Mind): If you are returning an item for personal reasons, you are responsible for the return shipping cost. For your convenience, you can still use our heavily discounted Official Return Label; the cost of the label will simply be deducted from your final refund amount, saving you out-of-pocket expenses at the post office.
Using Your Own Carrier (Not Recommended)

If you choose to use your own shipping method instead of our generated label:

  • XPOLAR is not liable for lost or damaged packages during transit.
  • Packages arriving without our system's tracking information cannot be automatically linked to your order. This will cause severe delays and will incur a Manual Processing Fee, which will be deducted from your refund.
Item Condition & Restocking
Items must be returned in their original packaging, clean, with all accessories included (charging cables, straps, carrying cases, etc.), and free of user-caused damage. If our warehouse inspection reveals severe damage, missing accessories, or stains, the return may be deemed "Unacceptable" or subject to a Restocking Fee. We will contact you via email with photos to discuss options.
Please Note:
  • We do not accept returns or issue partial refunds for individual accessories; the complete order must be returned.
  • An order number is required for all returns. If you cannot locate yours, please contact us prior to shipping.
  • If you are not completely satisfied with your purchase, you may return the product to our warehouse address and request a refund within 30 days from the date of delivery.
  • Returns are only accepted for products purchased directly from xpolar-tech.com
  • For XPOLAR products purchased through other retailers, please follow that retailer’s return policy, we do not handle returns directly.
  • Refunds will be processed only after we receive and inspect the returned item.

Frequently Asked Questions (FAQ)

 

Q1: Where do I ship my return?
Please do not ship items back to the original sender's address! Once your request is approved in the Return Center, the generated Return Label will automatically route your package to the correct designated return warehouse.
Q2: How is my refund calculated?
  • For Defective Items: You receive a full refund and zero return shipping fees.
  • For Standard Returns: You receive a refund for the Item Cost only. Original shipping fees are non-refundable, and the return shipping cost will be deducted from your total. Promotional/discounted items will be refunded at the price you actually paid.
Q3: How do you handle returns for international (Non-US) orders?
Cross-border shipping can be complex, but we've got you covered. If you are outside the US and experience a hardware issue, simply submit your video proof through the Return Center. Depending on your region's customs policies, we may skip the return shipment entirely and provide a localized solution—such as sending a brand-new replacement device or issuing a full refund directly.
Q4: Can I return an item after 30 days?
Our standard return window is 30 days from the date of delivery. We do not accept standard returns outside this window. However, your XPOLAR device is backed by our comprehensive warranty. If you experience hardware issues after 30 days, please contact us at customers@xpolar-tech.com for warranty service.
Q5: What happens if my return is rejected or deemed "Unacceptable"?
If an item arrives with severe user damage or missing parts, our support team will email you with inspection photos. You will have the option to accept a partial refund (Restocking Fee) or pay to have the item shipped back to you. If we do not receive a response within 7 days, the partial refund will be processed by default.
Q6: How long does the entire refund process take?
After our warehouse receives your package, please allow 3-5 business days for inspection. Once approved, the refund is sent to your original payment method. Depending on your bank or credit card provider, it typically takes 7-10 business days for the funds to appear in your account.
If you meet the above conditions and have the required information ready, please contact us via email, and we will assist you with the return process.
Thank you for your support of XPOLAR!