Thank you for shopping at XXXXXXX. More than anything we want you to be happy with your purchase! But in case you’re not satisfied, we are here to help.
Customers have the right to request an exchange or a return within 14 days of package receipt.
Also please be informed that placing an order means that you accept all the terms mentioned below.
Should you have any problems (receive a faulty or wrong unit, or simply not satisfied with your order), please contact us at contact@koolmate.co to start the complaint process. You should include the following information for better support:
- Your order number or Transaction ID
- A clear reason for your request
- A video or photo of the defective or wrong item
- Our Customer Service team will get back to you for prompt support. Return without prior discussion and authorization will not be accepted.
At XXXXXXXX, we strive for customer’s experience with our product, so in most circumstances, we are willing to offer a one-off exchange for the most suitable item without a return. The priority shipping method will be applied so that you will receive the new package sooner.
However, if you still insist on a return for a refund, please take note of the following:
- Advertised images may be slightly different from actual items in terms of color due to the lighting during photo shooting or the monitor’s display. Hence, please allow the 20% difference between the advertised images and the actual item you received.
- Please contact us in advance and we will provide you with the address where you should return to. Our return center is located outside the US. Do not send them back to the address on the package. Or no refund will be issued.
- Returned items must be unused and in original packaging, including any tags, accessories, manuals, and documentation.
- Non-returnable items include customized items, incorrect products purchased, and damaged products through customer mishandling.
- Unless the item is defective or a mistake from our end, shapewear, underwear, innerwear, pajamas and swimsuit, and masks are not eligible for return/ exchange due to hygiene reasons. All sales for these products are final. Hope to have your sympathy.
- If the customer has ordered an incorrect size, product or simply wants to exchange the item due to not being satisfied, we can also allow a return but the customer is responsible for the shipping fee for an exchange, and we will refund the original product cost upon receiving the returned item. All shipping fees are non-refundable. We also can offer a refund without return but the maximum amount would not be 100% refund on the order’s value.
- If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
- There are certain situations where only partial refunds are granted (if applicable)
- Any items that are not in their original condition are damaged or missing parts for reasons not due to our error.
- Any items that are returned more than 14 days after delivery
CANCELLATION & MODIFICATION
If you change your mind about your purchase, please send us an email to contact@XXXXXXX.co, provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Your order is only eligible to be canceled and modified within the date of purchase. After that time, the order is locked for processing and no longer can be adjusted.
Please also be informed that a management, processing, and transaction fee (20% of your total order value) will be applied for the cancellation.
INCORRECT ADDRESS
For orders shipped to the wrong address due to a customer inputting the incorrect address:
- We are not responsible if your order gets delivered to the wrong address or returned to the sender (as all of the items would be destroyed right after they come back to the manufacturer’s warehouse)
- Please be noted that replacements for these cases will not be free of charge so please be extremely careful when entering your shipping address.
CHARGEBACKS & DISPUTES
Please contact us by email before opening a merchant chargeback or payment dispute, as we can generally resolve the issue before that takes place. Any chargebacks and disputes disable our ability to issue refunds or credits due to funds being frozen.
LATE OR MISSING REFUNDS (IF APPLICABLE)
After our Customer Service team confirms the refund to you, it may take 2-5 business days for the amount to be officially posted and reappear in your bank account.
If you still do not receive a refund after this period, first check your bank account again. Then contact your credit card company to ask them to have an investigation.
