POLAR MONKEYS

CANCELLATION, RETURN & REFUND POLICY

At Polar Monkeys, we understand that circumstances may change after an order is placed. However, once an order is confirmed, inventory may be allocated or reserved, production may begin, and costs may be incurred specifically in connection with that order.

The following Cancellation, Return & Refund Policy applies to all eligible Polar Monkeys-branded products purchased for residential or commercial use, unless otherwise expressly agreed to in writing by Polar Monkeys or required by applicable law.

Third-Party Sauna Products: Sauna products manufactured by Auroom and sold through Polar Monkeys are subject to their applicable manufacturer-specific cancellation, return, and refund terms, which will be disclosed in connection with the purchase. These products are excluded from the standard Polar Monkeys cancellation and return terms where separate terms apply.

Warranty Information

This policy governs order cancellations, returns, and refunds. Warranty coverage, including claims involving manufacturing defects, repairs, and replacements, is addressed separately under our Polar Monkeys Limited Warranty.

For complete warranty terms and coverage details, please review our Warranty Policy.

1. Order Cancellations

Standard Orders — Within 30 Days

Standard orders may be canceled within thirty (30) calendar days from the original date and time of purchase for a 95% refund, provided that the order has not already been shipped, entered production, customized, or otherwise incurred non-recoverable costs.

A 5% cancellation and restocking fee will be retained to cover inventory allocation, order processing, administrative expenses, handling, and other costs associated with reserving and subsequently releasing the product.

Approved refunds will be issued exclusively to the original form of payment used for the purchase, subject to applicable payment processor requirements and law.

Reserved / On-Hold Orders and Cancellations After 30 Days

If a customer requests that Polar Monkeys reserve an order, postpone shipment, delay delivery, or otherwise place an order on hold, the products allocated to that order may be removed from available inventory and reserved specifically for that customer.

Reserved equipment occupies warehouse space, reduces available storage capacity, and may be withheld from sale to other customers. These commitments create inventory carrying costs, operational limitations, and potential lost sales opportunities.

For customer-requested inventory holds lasting thirty (30) calendar days or less, an eligible cancellation before shipment is subject to a 5% cancellation fee.

For customer-requested inventory holds exceeding thirty (30) calendar days, an eligible cancellation before shipment is subject to a 50% cancellation and inventory reservation fee.

For other eligible, unshipped orders canceled more than thirty (30) calendar days after the original purchase date, a 50% cancellation fee applies, subject to applicable law.

The 50% fee accounts for extended inventory allocation, administrative and operational costs, warehouse occupancy, and the commercial impact of keeping products unavailable for sale to other customers.

The duration of a customer-requested hold will be documented by Polar Monkeys. A customer-requested hold or delayed delivery arrangement does not extend, pause, or restart the original purchase-date cancellation period.

These cancellation fees are subject to applicable law and do not override rights arising from seller-initiated delays or failures to fulfill an order.

2. Custom / Made-to-Order Products

All custom, personalized, branded, specially configured, modified, or made-to-order products are final sale and non-refundable once production, customization, procurement, or preparation specifically for the customer's order has begun.

Once such work has commenced, the order cannot be canceled, returned, or exchanged for a refund, except where required by applicable law or expressly agreed to in writing by Polar Monkeys.

This includes products requiring special manufacturing, customer-specific configurations, branding, or modifications outside the standard product specifications.

3. Cancellation After Shipment

Once an order has been shipped, it can no longer be canceled.

Any request made after shipment will be treated as a return request and will be subject to the Return Policy below, including all eligibility requirements, applicable fees, and shipping charges.

The eligibility period for an ordinary return is calculated from the documented date of delivery, not the original purchase date.

Orders held or reserved at the customer's request remain subject to the applicable reserved-inventory return provisions after shipment and delivery.

4. Returns After Delivery — 30-Day Return Policy

Customers may request authorization to return an eligible product within thirty (30) calendar days from the documented date of delivery.

This return window applies to eligible standard Polar Monkeys products purchased for residential or commercial use, provided all return eligibility requirements are satisfied.

Standard Orders

Approved ordinary returns of standard orders are subject to a 25% restocking fee, as described in Section 7.

Customer-Requested Reserved or On-Hold Orders

For orders that Polar Monkeys has agreed to reserve, hold in inventory, or delay shipping or delivery at the customer's request as an accommodation, the applicable ordinary return fee is determined by the documented duration of the hold:

• Holds of 30 calendar days or less: 5% restocking and reservation fee.

• Holds exceeding 30 calendar days: 50% restocking and inventory reservation fee.

These reserved-order fees replace the standard 25% restocking fee and are not cumulative.

The 50% fee accounts for the additional operational and commercial impact associated with extended inventory reservation, warehouse occupancy, reduced storage availability, lost sales opportunities, and subsequent return processing and transportation.

The applicable reserved-order return fee continues to apply after shipment and delivery, including returns requested within thirty (30) calendar days after delivery, provided the fee was disclosed and agreed to in connection with the order or reservation arrangement.

General Return Requirements

Returns require prior written authorization from Polar Monkeys. Products returned without authorization may be refused.

Approval of a return request does not constitute approval of a refund. Final refund eligibility will be determined after the product has been received and inspected by Polar Monkeys.

Return requests submitted after thirty (30) calendar days from delivery are not eligible for an ordinary return, except where otherwise required by applicable law.

5. Return Eligibility and Product Condition

To qualify for an ordinary return, the product must be:

• Unused;

• Unfilled;

• Never plugged in or connected to power;

• Never installed or connected for operation;

• Never operated in any capacity;

• Unmodified;

• Complete with all components and accessories included with the original product; and

• Returned in a condition suitable for inspection, testing, and resale.

Any product that has been filled with water, powered on, installed, connected for operation, or operated will be considered used and will not be eligible for an ordinary return.

Polar Monkeys reserves the right to inspect and evaluate returned products to determine whether they satisfy the eligibility requirements set forth in this policy.

These restrictions apply to ordinary returns and do not eliminate valid warranty claims or remedies required by applicable law.

6. Inspection Upon Delivery and Shipping Damage

Customers are required to inspect the exterior packaging of all delivered products before accepting delivery whenever reasonably possible.

IMPORTANT — VISIBLE PACKAGING DAMAGE

If the shipping box, crate, pallet, or protective packaging shows visible signs of significant damage, including crushing, punctures, tears, structural damage, or other indications that the product may have been damaged during transportation, customers should refuse delivery and immediately notify Polar Monkeys at info@polarmonkeys.com.

Customers should photograph the damaged packaging and request that the carrier document the reason for refusal.

If damage is discovered during delivery after the package has been accepted, or if the customer is unable to refuse delivery, the customer should document the damage with photographs, retain the packaging, and notify Polar Monkeys promptly.

Initial Product Inspection

Following successful delivery, customers are required to inspect the product and accompanying components promptly, before installation, filling with water, connecting to power, or operating the equipment.

Any visible shipping damage, incorrect product, missing component, or defect reasonably identifiable during this initial inspection should be reported to Polar Monkeys before the product is used.

Customers should retain all packaging materials and provide photographs or supporting documentation reasonably requested by Polar Monkeys.

Failure to inspect or report visible damage before use may complicate the evaluation of a shipping damage claim.

However, this requirement does not eliminate valid warranty claims involving defects that become apparent only after installation or operation, nor does it restrict any rights or remedies required under applicable law.

7. Return Restocking Fees

Standard Orders — 25% Restocking Fee

Approved ordinary returns of eligible standard Polar Monkeys orders are subject to a twenty-five percent (25%) restocking fee.

For eligible returns within the contiguous forty-eight (48) United States, this fee includes standard return freight arrangements, handling, processing, inspection, testing, revalidation, and restocking costs.

Customer-Requested Reserved / On-Hold Orders

Approved ordinary returns of orders specifically reserved or held by Polar Monkeys at the customer's request are subject to the following fees, where the applicable terms were disclosed and agreed to:

• 30 calendar days or less on hold: 5% restocking and reservation fee.

• More than 30 calendar days on hold: 50% restocking and inventory reservation fee.

The applicable reserved-order fee replaces the standard 25% restocking fee.

For approved returns within the contiguous United States, these fees include standard return freight arrangements, handling, inspection, testing, revalidation, and restocking.

General Conditions

Any original expedited shipping, installation, white-glove delivery, customization, or other non-recoverable service charges are non-refundable where disclosed and permitted by applicable law.

Additional charges may apply where disclosed and legally permitted for nonstandard return transportation, customer-requested specialized services, or costs resulting from inadequate packaging.

These ordinary return fees do not automatically apply to remedies for defective, damaged, or incorrect products where applicable law requires a different resolution.

8. International and Non-Continental U.S. Returns

For international orders and orders shipped outside the contiguous forty-eight (48) United States, all costs associated with returning the product to Polar Monkeys are the customer's responsibility for ordinary eligible returns.

These return shipping costs are separate from any applicable 5%, 25%, or 50% restocking fee.

The customer is also responsible for applicable freight charges, duties, taxes, customs fees, brokerage fees, and other return-related expenses, except where otherwise required by applicable law.

9. Non-Returnable Items

The following are not eligible for ordinary return or refund:

• Accessories, supplies, and consumables;

• Replacement parts that have been installed or used;

• Custom or made-to-order products once customer-specific work has commenced;

• Personalized or branded products once customer-specific work has commenced;

• Products that have been filled with water;

• Products that have been connected to power or operated;

• Products that have been installed or connected for operation;

• Products damaged or modified by the customer after delivery; and

• Products otherwise excluded under this policy.

This exclusion does not apply to valid claims for defects, shipping damage, incorrect items, or other remedies required by applicable law.

10. Product Modifications

Any unauthorized alteration or modification to a product will void ordinary return eligibility.

Product modifications may also affect warranty coverage as provided in the applicable Polar Monkeys Warranty Policy.

Warranty exclusions related to modifications will be evaluated in accordance with the applicable warranty terms and law.

11. Original Packaging

Customers are strongly encouraged to retain all original packaging, including the original chiller box, product packaging, and protective materials, for at least one (1) year from delivery.

Original packaging provides appropriate protection for the product if return transportation or warranty service becomes necessary.

If appropriate original packaging is unavailable, the customer may be responsible for obtaining suitable protective packaging and for any additional packaging or transportation costs where permitted by law.

Polar Monkeys is not responsible for transportation damage attributable to inadequate packaging provided by the customer, subject to applicable law.

12. How to Request a Cancellation or Return

All cancellation and return requests must be submitted by email to:

info@polarmonkeys.com

Customers must provide:

• Full name associated with the order;

• Order number;

• Description of the requested cancellation or return;

• Reason for the request; and

• Supporting photographs or documentation, where applicable.

Polar Monkeys will review the request against the applicable policy terms and provide further instructions.

Returns must receive written authorization before products are shipped back. Unauthorized returns may be refused.

Approval of a return request does not guarantee a refund. Refund eligibility remains subject to receipt, inspection, and verification of the returned product's condition.

13. Inspection and Refund Approval

All returned products are subject to inspection upon receipt.

Polar Monkeys may reasonably deny or reduce a refund if the product does not meet the return eligibility requirements stated in this policy, subject to applicable law.

If a returned product arrives damaged, incomplete, modified, used, filled, powered on, improperly packaged, or otherwise fails to satisfy the applicable return conditions, Polar Monkeys will notify the customer of the determination.

For approved ordinary returns, the applicable 25% standard restocking fee, 5% short-hold fee, or 50% extended-hold fee will be applied according to the order's eligibility and documented reservation arrangements.

Any applicable refund adjustment will be communicated to the customer following inspection.

14. Refund Method

All approved refunds will be issued exclusively to the original form of payment used for the purchase, except where applicable payment processor requirements or law provide otherwise.

Polar Monkeys cannot issue a refund to a different credit card, bank account, payment method, person, or entity at the customer's request.

If the original payment method is no longer available, Polar Monkeys will process the refund in accordance with the requirements of the applicable payment processor and applicable law.

15. Refund Amount

Percentage-based cancellation and restocking fees will be calculated using the eligible product purchase price after applicable product discounts, excluding separately stated taxes, shipping, and service charges.

The applicable fees outlined in this policy will be deducted from the refund amount. Original shipping, expedited delivery, completed installation services, customization charges, and other non-recoverable expenses may be non-refundable where disclosed and permitted by applicable law.

Applicable taxes will be refunded or adjusted as required by law.

Customers will be informed of the final approved refund amount and any applicable deductions following cancellation approval or, for returns, completion of the product inspection.

16. Refund Processing

Approved refunds will be initiated after the cancellation has been approved or, for returned products, after the product has been received, inspected, and approved for refund.

Once initiated by Polar Monkeys, the time required for the refund to appear in the customer's account may vary depending on the payment method, financial institution, or payment processor.

17. Company-Initiated Delays or Cancellations

The cancellation fees described above apply to customer-requested cancellations.

If Polar Monkeys is unable to fulfill an order within an agreed or legally required timeframe, the customer will retain any cancellation and refund rights required under applicable law.

A delay initiated by Polar Monkeys will not be treated as a customer-requested inventory reservation or shipment hold solely for purposes of imposing additional cancellation or return fees.

18. Policy Acceptance

By completing a purchase, the customer acknowledges the Cancellation, Return & Refund Policy presented in connection with the transaction, including any applicable cancellation, inventory reservation, and restocking terms, to the extent enforceable under applicable law.

For customer-requested inventory reservations, shipment holds, or delayed-delivery accommodations, the applicable reserved-inventory cancellation and return conditions must be disclosed and agreed to as part of the relevant purchase or reservation arrangement.

Nothing in this policy is intended to waive or restrict any consumer rights that cannot legally be waived.

Contact Information

Polar Monkeys

Email: info@polarmonkeys.com

For cancellation requests, return authorizations, delivery damage reports, or refund inquiries, please contact our team with your name, order number, and a description of your request.