1. 30-Day Risk-Free Satisfaction Trial
At Polar Red Light LED, we stand firmly behind the clinical engineering and therapeutic efficacy of our red and near-infrared light therapy devices. We want you to experience the rejuvenation, recovery, and cellular energy benefits of our 7-wavelength technology with complete confidence.
We offer a 30-calendar-day satisfaction trial starting from the verified date of delivery by the courier. If for any reason you are not completely satisfied with your Polar Red Light device, you may initiate a return within 30 days of receipt in accordance with the terms below.
2. Return Eligibility & Requirements
To qualify for a refund under our 30-day trial policy, the following conditions must be met:
- Device Condition: The device must be in original, fully functional condition, free from visible scratches, cracks, dents, modifications, or water ingress.
- Complete Packaging & Accessories: All original packaging, protective foam, power supplies, mounting hardware, cables, and certified protective eyewear must be included in the return package.
- Proof of Purchase: You must supply your original Polar Red Light order number and the email address used during purchase.
- Authorization: Returns must be accompanied by an official Return Merchandise Authorization (RMA) number issued by our customer service team prior to shipping.
3. Step-by-Step Return Process
- Step 1 – Request RMA: Email our returns department at [email protected] within 30 days of delivery. Include your order number, reason for return, and serial number (located on the device label).
- Step 2 – Receive Instructions: Our support team will issue an RMA number and provide the authorized return warehouse shipping address (Polar Red Light LED Returns, Unit 8, 6 Enterprise Drive, Rowville, VIC 3178, Australia).
- Step 3 – Pack the Device Securely: Repack the unit into its original heavy-duty shipping box with all protective inserts to avoid transit damage. Clearly write the RMA number on the outer shipping carton.
- Step 4 – Dispatch with Tracking: Ship the parcel using a reputable courier service that provides tracking and signature confirmation. Email the tracking code to our support team.
4. Return Shipping Costs
- Customer Preference / Remorse Returns: For returns initiated due to personal preference or change of mind under the 30-day trial, the customer is responsible for all return shipping costs and insurance. We strongly advise purchasing transit insurance equal to the device value.
- Defective or Damaged Upon Arrival: If your unit arrives with verified transit damage or manufacturing defects, notify us within 48 hours of delivery. Polar Red Light LED will supply a complimentary prepaid return shipping label and rush a replacement or full refund.
5. Inspection & Quality Verification
Once your returned device is received at our fulfillment center, our engineering team inspects the unit within 2 to 3 business days to verify complete accessories, serial number authenticity, optical irradiance, and physical condition.
If items or accessories are missing or the unit displays excessive cosmetic wear or damage from improper use, a proportional restocking fee (up to 15%) may be deducted from the refund to cover refurbishment or replacement parts.
6. Refund Issuance & Timelines
Upon successful inspection and approval, your refund will be processed immediately through our payment gateway, Stripe. The funds will be credited to the original payment method used at the time of purchase.
- Credit card and debit card refunds typically appear on your statement within 5 to 10 business days, depending on your financial institution’s processing speed.
- Original outbound shipping fees (if any expedited shipping was selected) are non-refundable.
7. 2-Year Limited Manufacturer Warranty
In addition to our 30-day return policy, every Polar Red Light LED device is backed by our comprehensive 2-Year Limited Manufacturer Warranty covering:
- Defects in materials and diode manufacturing workmanship.
- Internal power supply unit (PSU) and cooling fan malfunctions.
- Digital control panel and wavelength selector failures under normal use.
This warranty does not cover accidental drops, liquid immersion, unauthorized electrical modifications, voltage surges, or cosmetic wear from regular usage. During the warranty period, Polar Red Light will repair or replace the defective unit at no charge for parts or labor.
8. Non-Returnable Items
The following items are strictly non-returnable:
- Gift cards and promotional vouchers.
- Individual accessories purchased separately (e.g., additional eyewear, replacement cables) unless defective.
- Packages returned without an approved RMA number or returned to an unauthorized address.
9. Contacting Our Returns Helpdesk
To request an RMA or inquire about the status of an ongoing return, please contact our returns helpdesk:
Polar Red Light LED Returns Department
Unit 8, 6 Enterprise Drive, Rowville, VIC 3178, Australia
Phone: 1300 738 134
Email: [email protected]