Shipping Returns & Warranty Policy
Our Refunds Policy & Consumer Rights
Customers are responsible for return shipping.
TriPollar devices (excluding devices purchased under “Final Sale” offers) can be returned within 30 days of delivery. Refreshed TriPollar devices are considered final sale and are not eligible for returns. If your device arrived damaged or you received the wrong product, please contact us.
If you received your product damaged during shipping, please save the damaged box and product(s).
We are only able to initiate returns and refunds for products purchased directly from mytripollar.com and with the original box. If purchased from another retailer, please contact them directly for information on their return policy. Shipping is not included in refunds.
Please retain your proof of purchase and the original packaging, as it is required for all returns and refunds.
To initiate a return, please complete the following steps.
1. Contact our Customer Service team at support@mytripollar.com and provide the following information in your email. Our team will respond within 2 business days.
- Order number
- First and last name
- Shipping address
- Product to be returned
- Reason for returning
- Serial number of your device. This can be found on the original box or on the device as outlined in here.
If returning your device due to a fault, everything must be returned; the device, plugs, chargers, manual, box, gels - failure to do this will delay the testing and replacement process of your return.
2. Package the item(s) to be returned in the original TriPollar packaging. Return shipping is the responsibility of the customer. TriPollar is not responsible for any lost or stolen shipments. We recommend that you retain your tracking information.
Please allow two to three weeks for processing returns and exchanges. Returns after the Holiday Season may require longer processing times.
3. You have a legal obligation to take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we reserve the right to claim the cost of any deterioration from you. This also pertains to if you do not return all of the items that came with the device to be returned - this includes power supplies, adapters, gels and any free gifts.
Warranty Policy
We strongly believe in product quality and because of that, every device is subjected to rigorous design, manufacture, inspection and test procedures to ensure it meets our exact specifications. Defective products are extremely rare.
TriPollar will replace authentic devices, eligible for warranty service. Every new device includes a one (1) year warranty covering any manufacturer related problems resulting from everyday use of the product. Warranties are only valid for items purchased through authorized sellers, returned within the warranty dates, and have a physical product purchase receipt from the location purchased. This warranty is void if the product has been subject to an accident, misuse, abuse, improper maintenance or repair, unauthorized modification, or any other use not found in the printed instructions. Please be advised that return shipping and any related fees are the responsibility of the customer, however the shipping costs to send out any applicable replacement or repaired device will be covered by us.
To initiate a warranty replacement, please contact our Customer Service team at support@mytripollar.com
Please provide the following information in your email.
1. Name
2. Shipping address
3. Phone number
4. Product to be returned
5. Description of the issue you are experiencing with your device
6. Proof of purchase – please attach a copy or image of your proof of purchase from an authorized seller
7. Serial number of your device
Serial Number Location: All serial numbers can be found on the packaging as well as on each device.
1. TriPollar STOP X : top panel near where you plug in the cord.
2. TriPollar STOP X ROSE Special Edition: top panel near where you plug in the cord.
3. TriPollar STOP Vx: top panel near where you plug in the cord.
4. GENEO Personal: Brush/Capsule side, below the power button.
International Orders, Customs & Import Duties
Orders shipped to destinations outside the United States may be subject to customs duties, import taxes (such as VAT/GST) and brokerage or handling fees charged by the destination country. These charges are determined by local customs authorities, are not included in the item price or shipping cost, and are the responsibility of the recipient. They are typically collected by the carrier before or at the time of delivery.
Because customs policies vary widely from country to country, we are unable to predict or provide an estimate of these charges. We recommend contacting your local customs office for more information before placing your order.
Please note that refunds will not be issued for customs duties, taxes or fees, and packages that are refused or not collected due to unpaid charges may not be eligible for a refund.
International Returns & Customs Charges
If you change your mind and return your device within the 30-day return period, please note that international returns may be subject to customs duties, import taxes, or other fees payable by us to receive the returned device. Any such charges incurred by us in connection with your return will be deducted from your refund amount. The remaining balance will then be refunded to your original payment method.