Last updated: 2026-04-09
Thank you for choosing to do your business with PolyMate. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for store credit, or an exchange. Please see below for more information on our return policy.
Returns
All returns must be postmarked within fourteen (14) days of receipt, or thirty (30) days since purchase, whichever lapses first. All returned items must be in new and unused condition, with all original tags and labels attached. Upon our receipt and inspection of the returned item(s), a refund amounting to the full value of the item(s) will be directly credited to your account eWallet within seven (7) days for registered users. Guests will be issued a refund in the form of a gift card* with the full value of the item(s) within seven (7) days instead. Requests for remuneration via other means will be entertained at the sole discretion of the Company.
For pick-up/self-collect orders with non-custom items, if the order has not been collected within seven (7) days of payment, the order shall be deemed returned under the conditions above.
Orders with custom fabricated items are non-returnable. No refunds shall be provided except under the conditions in the following section.
Damaged or Defective Items
To report a damaged or defective item, please email our customer service at cs@polymate.tech to open a support ticket within fourteen (14) days of receipt, or thirty (30) days since purchase, whichever lapses first.
Damaged Items
For items received damaged, customers must must provide clear proof that the item was damaged upon receipt (e.g., unpacking photos or videos). Once verified, damaged items will be replaced at no additional cost. Refunds are not processed for damaged items unless replacement is not possible, in which case a refund will be issued in the form of a gift card* with the full value of the damaged item within seven (7) days.
Defective Items
For items suspected to be defective, the item must be returned for inspection and assessment before any refund or replacement is approved. If we confirm that the item is defective, we will provide a replacement to you at no additional cost.
If an item has a performance failure during or after the return period but during any effective warranty, you can opt to apply for our product warranty service if applicable.
Return Process
While we do not charge restocking or inspection fees, please note that you will be responsible for all return shipping charges. We strongly recommend that you hand deliver or use a traceable method to mail your return. We regret that we will be unable to process refunds for any items lost in transit; any disputes arising from such should be taken up with the fulfillment partner instead.
*All gift cards offered as refunds will have a validity of 2 months from date of issue. Gift cards are non-renewable, non-transferable and non-redeemable for cash. The maximal amount of the card will be used when redeemed in any transaction up to the value of the transaction. Cards may be used across multiple transactions so long as the value within the card is more than zero.