Política de reembolso
We hope you love your Coolenator. If something isn’t quite right, here’s how we can help.
Requesting a return
For non-personalised products, you can cancel your purchase within 14 days after receiving your order, without giving a reason. After notifying us, you have another 14 days to send the items back.
To start your return:
- Visit your customer account and sign in using the email address used at checkout.
- Open your order and select the return option.
- Select the items you wish to return and submit your request.
- Follow the return instructions provided, pack your items securely and retain your proof of postage.
If you cannot find your order or the return option, email support@coolenator.com with your order number. You can also notify us of your cancellation by email within the cancellation period.
Please use the return address provided in our instructions.
Condition of returned items
You may inspect your item as you would in a shop. Please handle it carefully and return it with its accessories and original packaging where possible.
If handling beyond what is necessary to establish the item’s nature, characteristics and functioning reduces its value, we may deduct that reduction from your refund.
Return shipping costs
You are responsible for return postage for change-of-mind returns.
If your item is faulty, damaged or incorrect, please contact us before arranging return shipping so we can explain the appropriate next steps and cover any necessary return costs.
Refunds
For an eligible cancellation, we will refund you within 14 days of receiving your cancellation notice. We may withhold the refund until we receive the returned goods or evidence that you have sent them back, whichever happens first.
Refunds are made using your original payment method, unless otherwise agreed, without a refund fee.
If you cancel your entire order, we will also refund the standard outbound delivery charge. Any additional charge for an upgraded delivery service is not refundable. Original delivery charges are not refunded when only part of an order is returned.
Your payment provider may need additional processing time before the refund appears in your account.
Personalised and engraved products
Products made to your specifications or clearly personalised, including engraved Coolenators, are excluded from change-of-mind cancellation and returns.
This does not affect your rights if an item is faulty, damaged, incorrect or does not match what was agreed.
If there is a problem with your personalised order, email support@coolenator.com with your order number, a description of the issue and clear photos where relevant.
Damaged, faulty or incorrect items
Please contact support@coolenator.com as soon as you discover a problem. Include your order number and photos of the item and packaging where relevant.
We will assess the issue and arrange an appropriate solution in accordance with your statutory rights. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.
Exchanges
If you would prefer another item, contact us before returning your purchase so we can explain the available options.
Contact
For help with a return or refund, email support@coolenator.com.
Nothing in this policy limits your statutory consumer rights.
