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If you are experiencing issues with your Polaris product, please give our office a call on 1300 555 514 to speak with one of our experienced staff members to discuss the issues. If you would prefer to email us with your issues, please email sales@polarisgps.com.au and include your telephone number so someone from Polaris can contact you.
If the problem cannot be fixed over the phone, you may need to send the item back for a warranty claim.
To ensure that all warranty claims are processed in a timely manner, please ensure that the following document is returned along with your item.
Please ensure that you complete the online returns form so we can understand what is wrong with your product when we receive it back. There is no need to print this document. Once you submit the form, we will receive it digitally.
IMPORTANT: When filling out the return form, we advise that you be as detailed as possible when describing the fault. This is to ensure that we process your return in a timely manner. Please see below a bad example and a good example of describing the fault:
Bad example: ‘navigation not working’.
Good example: ‘when I touch the navigation icon via the main menu, the street navigation loads up as normal however under normal conditions it does not seem to be picking up any satellites. I could be driving for ‘x’ amount of hours and the navigation will still not pick up any satellite’.
Additionally, there are often times when we receive items back that are not faulty. A detailed error report also ensures that we can pinpoint what the actual fault could be, allowing us to advise you of the next appropriate steps.
I have a Polaris item but it is out of warranty, what procedure do I undertake?
If you suspect that an item is faulty and it is not covered under warranty or it falls outside the warranty period, you can still send the item back to us for assessment at no charge. Some items can still be repaired and we can advise you of this after assessment. If the item is no longer repairable, the item will need to be replaced (provided that the item has not been discontinued), which we will advise you after assessment. Please fill out the return form and send it back with the item.
We understand that this happens and Polaris offer a grace period of 14 days. Simply send the item back in the original condition that it was sold in within 14 days and we will refund you the cost of the goods less postage and handling.
If the product is returned between 14 and 30 days, we can still offer a refund for the goods, however a 15 % restocking fee will be applied.
IMPORTANT: If goods are returned and they are not in the original condition that they were sold in, a 15% restocking fee will also be applied regardless of whether it is returned within the 14 day grace period.
If you change your mind after 30 days, no refunds will be processed.
IMPORTANT: We can only grant refunds for products that are purchased directly through D & O Electronics Pty Ltd T/as Polaris. If you have purchased the item through one of our dealers, you will need to discuss the refund procedure with them, as it may be different from ours.
Please fill out the refund form and send it back with a copy of your original receipt and the goods.
I have sent my item back and wish to follow up, who do I contact?
Please email sales@polarisgps.com.au and we will do our best to reply to you within 24 hours on the status of your return, alternatively you can give us a call on 1300 555 514.
Once you have filled out the return/refund form and you have included a copy of your original receipt, please post the items back to:
Polaris
2/12a Distribution Place
SEVEN HILLS, NSW, 2147
