Return Policy
Before returning items to us, please read and follow the instructions below. You can also call our Customer Support Hotline, where one of our customer sales representatives will be glad to help you.
Please make sure that you understand our return policy and ensure that all criteria are met before mailing any items back to us.
CooliCool.com reserves the right to charge a handling fee on all returned products.
Our Cancellation Policy:
(1). If you order has not been shipped, you may cancel it on “My Order Summary” of “My Account” page or contact us via 'Help' page on our website for a full refund or replace products.
(2). If your order has already been shipped, please tell us this situation via 'Help' page on our website. Then you may refuse to sign it once the package arrived and please make sure to return the package in it's original condition (unused and unopened) to us. In that case we will refund you the payment excluding actual shipping fees already incurred. Actual shipping fees incurred are determined by the weight of each returned product and by the way it was sent (e.g. EMS, DHL, Regular / Registered Airmail, etc).
Exchange & Return item(s) Policy:
(1). If there are any quality problems of items due to our fault within 30 days of order delivered will be eligible for a Exchange, a Full Refund or Partial Refund for Free (exclusive customs if occured).
(2). You may return your item within 90 days of order delivered because of quality problems, then we will repair the goods Free of charge and you will pay the shipping costs and customs if occured. If it's after 90 days, you need to take the whole charges.
*** How do I return the the packages?
Note: Defective items may be exchanged within 30 days of order delivered, We recommend customers to keep the original packaging of the order until the items are found to be in good condition. Our customer support staffs may request that you send a picture or video file clearly showing the defect of the product and original packaging to research on and help you resolve any product or order related questions.
Follow these steps to return your items by mail.
[1]. Pack your return in the original package if possible.
[2]. Include the return label and indicate the reason for the return.
[3]. Include all original packing materials, manuals and accessories to avoid additional fees (For return for refund only, exclusive item exchange).
[4]. For proof of delivery, we recommend that you return items via national post.
Note: Please write down your Order Number (Invoice ID) on the return package for a smooth transaction.
Please Note: After 30 days of order delivered the return shipping costs (both ways) will be the sole responsibility of the customer, and we will still try to exchange your defective products for a brand new one where possible. It is recommended for customers to use a method of shipment with tracking number, as CooliCool cannot be responsible for items lost due to its carrier while in transit.
| *** When will a exchange items be received? |
The exchange items are treated the same way as that of new orders, they typically arrive in 7 to 21 business days. If a item needs to be returned for exchange, the new one will be sent once we received the returned item. |
| *** How long can I receive your refund? |
The refunds will be refunded to your PayPal account immediately once we received return package. And you will receive 2 confirmation E-mails from PayPal and CooliCool. You may check it on your PayPal Account or call PayPal to verify your refund. Their USA toll free phone number is 1-888-221-1161. |
Non-Returnable Items
• Labor, delivery and/or installation services
• Pre-paid cards (e.g., music, photo, video or phone cards)
• Digital content (e.g. music downloads from Napster)
• Pitch In™ Card contributions
• Consumable items such as food, drink and batteries
• Items that have been damaged through customer use or abuse
• Etched or otherwise personalized items
• Non-defective, opened computer software, movies, music and video games
Returning Mobile Phones with Plans
When returning a mobile phone or device with a plan, you are responsible for canceling service with the carrier. When you make the return, be sure to tell us associate that you also want to cancel your service.
Failure to discontinue service may result in additional carrier charges. All carrier charges incurred are the full responsibility of the customer.
If you have questions about mobile phone or device returns, please contact us via 'Help' page on our website and we will give you a response within 24 hours (Mon to Fri, business days).
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