Refund policy
Our "Leave No Trace" Commitment
At South Pole Supply Co., we operate on a made-to-order basis to eliminate textile waste and minimize our environmental impact on the planet. Because every item is printed specifically for you at the moment of purchase, we do not maintain a warehouse of stock. Therefore, we ask that you review your order and size selections carefully before finalizing your purchase.
1. Damaged or Defective Items (Field Failures) If your gear arrives damaged, misprinted, or defective, we will make it right.
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Claims for misprinted, damaged, or defective items must be submitted within 30 days after the product has been received.
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For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.
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To start a claim, please email us at southpolesupplyco@gmail.com with your order number and clear photos of the issue. We will send a replacement at no cost to you or issue a full refund.
2. Sizing and Change of Mind Because our products are custom-manufactured specifically for your order, we cannot offer returns or exchanges for:
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Incorrect size selection.
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Change of mind or personal preference.
Please refer to the Size Guide provided on each product page to ensure the perfect fit for your expedition gear.
3. Wrong Address If you provide an address that is considered insufficient by the courier, the shipment will be returned to our fulfilment facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
4. EU Right of Withdrawal In accordance with Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalised. Our products fall under this category as they are manufactured only after a specific order is placed.