Refund policy

Return & Refund Policy

Policy Overview

At Polar Cold Plunge, LLC, we partner with premier domestic manufacturers to provide elite-grade wellness and recovery infrastructure. We understand that investing in professional-grade cold therapy units and saunas involves careful planning. If your equipment does not fully meet your needs, we are committed to facilitating a clear, fair, and transparent return and exchange process.

Return Window

We offer a 30-day return window from the date of delivery for all standard eligible items. Please contact our support team prior to purchasing if you have questions regarding a specific model's eligibility status.

Return & Exchange Eligibility

To qualify for a return or exchange, your item must meet the following strict conditions:

  • The item must be completely new, unused, uninstalled, and in the exact same condition that you received it.

  • The equipment must be securely enclosed in its original manufacturer crating and packaging, complete with all original parts, manuals, and accessories.

  • You must provide a valid receipt or proof of purchase matching your order details.

Return Shipping, Freight Costs, & Restocking Fees

Because our recovery systems consist of heavy-duty, oversized freight, returns are subject to logistics and handling fees enforced by our manufacturing networks:

  • Restocking Fees: Authorized returns are subject to a 20% restocking fee based on the total purchase price to cover specialized logistics, inspection, and non-recoverable supplier processing expenses.

  • Return Shipping Costs: The customer is fully responsible for arranging, executing, and covering all return freight and shipping fees. Original shipping costs incurred to transport the oversized equipment to your location are completely non-refundable.

  • Prepaid Labels: Due to the heavy freight nature of LTL (Less-Than-Truckload) shipments, we do not issue automated prepaid return labels. Our logistics support team can assist you by obtaining a professional freight carrier quote and arranging a terminal pickup on your behalf, with the direct cost deducted from your final refund.

Our Error vs. Customer-Initiated Returns

If an incorrect model or incorrect accessory is mistakenly shipped to your location, Polar Cold Plunge will fully correct the error. We will coordinate the freight pickup and cover 100% of the return and replacement shipping costs at no expense to you. For customer-initiated returns (such as buyer's remorse, change of mind, or spatial layout miscalculations), the customer assumes all restocking fees, shipping liabilities, and round-trip freight costs as detailed above.

Damaged or Defective Items (Freight Claims)

All cold plunges and saunas are packed meticulously to endure rigorous transit; however, exceptions can occur. You must visually inspect the external crating/packaging before signing the driver's delivery receipt.

  • Freight (LTL) Deliveries: You must report any physical transit damage or defects to our support staff within 48 hours of delivery. If the external packaging or crating arrives severely broken or compromised, reject the delivery entirely, refuse to sign, and take immediate digital photographs. If minor cosmetic markings exist, explicitly write "Damaged upon inspection" on the driver's delivery slip before signing.

  • Small Parcel Deliveries (UPS/FedEx): For smaller secondary accessory units delivered via standard parcel tracking, you have up to 15 days from delivery to report hidden defects or physical issues to us.

Once reported within the required timeframe and supported with appropriate documentation, we will work with the carrier and manufacturer to determine the appropriate resolution, which may include replacement parts, repair, exchange, or replacement of the product.

Cancellations

Orders may be canceled for a full refund before they have been processed for shipment. Once an order has been prepared, packaged, or released to a carrier, cancellation may no longer be possible and the order may be subject to standard return procedures.

How to Start a Return (The RMA Process)

To initiate a return or exchange request, please complete the following framework:

  1. Email our central support desk at sales@polarcoldplunge.com with your original order number and a brief explanation for the return request.

  2. Once validated, our team will issue an official Return Merchandise Authorization (RMA) number along with the exact, authorized manufacturer warehouse destination address.

  3. Do not ship items back without an active RMA number. Shipments arriving at partner facilities without prior RMA clearance will be automatically rejected at the customer's expense.

Exchanges Process

If you wish to exchange your unit for an alternative model, size, or configuration, you must first clear the standard return process for your current equipment. The customer is responsible for the return freight costs and the 20% restocking fee of the original item. Once the unit is received, inspected, and found to be free of damage at the warehouse, your remaining credit will be applied toward the new selection. The customer is responsible for any remaining item price differences and the reshipment costs of the new system.

Refund Processing Time

Once your return officially arrives at the designated manufacturing or fulfillment center, it will undergo a comprehensive physical quality inspection to verify that it remains in new, unused condition.

Once our team approves the inspection status, your refund (minus original shipping costs, return freight, and the 20% restocking fee) will be issued directly back to your original payment method. Please allow within 5 to 7 business days after warehouse inspection for the funds to officially register on your financial statement, depending on your banking institution.

Customer Support

Questions regarding returns or refunds may be directed to sales@polarcoldplunge.com or by calling 888-739-1810 during our normal business hours (Monday – Saturday, 9:00 AM – 6:00 PM PST).