Refund & Returns Policy

At CoolCo, we want you to be happy with your order. If something isn’t right, please contact us and we’ll do our best to resolve it quickly.

30-Day Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, your item should be in the same condition you received it, unused and in its original packaging where reasonably possible.

To start a return, please contact us at sidneybenlloyd@gmail.com with your order number and reason for the return.

Please do not send an item back without contacting us first, as we need to provide you with the correct return instructions.

Damaged or Faulty Items

If your CoolCo product arrives damaged, defective or isn't working correctly, please contact us as soon as possible.

Please include:

• Your order number
• A description of the problem
• Clear photos or a short video showing the issue

Once we've reviewed the issue, we'll arrange an appropriate solution, which may include a replacement or refund.

Our supplier requires photographic or video evidence when assessing damaged-product claims, so asking customers for this evidence will help you process these cases.

Wrong or Missing Items

If you've received the wrong product, wrong colour, or something is missing from your order, please contact us at sidneybenlloyd@gmail.com with your order number and photos of what you received.

We'll investigate the issue and arrange a replacement, missing item or refund where appropriate. Our supplier's policy provides remedies for incorrect products, wrong variants and missing parts.

Changed Your Mind?

If you purchased online and change your mind, please contact us as soon as possible.

Where applicable, you may have a legal right to cancel your order within 14 days of receiving it, followed by a further 14 days to return the goods.

Unless the product is faulty, damaged or incorrect, you may be responsible for the cost of returning the item.

Order Cancellations

If you need to cancel your order, contact us at sidneybenlloyd@gmail.com as soon as possible after ordering.

We'll try to cancel your order before it is processed or dispatched. Once an order has entered fulfilment or has been dispatched, we may be unable to stop the shipment and you may need to follow our returns process instead.

Refunds

Once a refund has been approved, it will be issued to your original payment method.

Please allow time for your bank or payment provider to process the refund after it has been issued.

Original shipping charges may not be refundable for change-of-mind returns, except where required by law.

Delivery Problems

If your order hasn't arrived within the expected delivery window, please contact us at sidneybenlloyd@gmail.com with your order number.

We'll check the tracking information and investigate the shipment.

Please make sure your delivery address is correct when placing your order. We may not be able to refund or replace orders that cannot be delivered because an incorrect or incomplete address was provided.

Returns Address

Please contact us before returning your product.

Do not return your product to the address shown on the original parcel unless we specifically instruct you to do so.

We'll provide the appropriate return instructions after reviewing your request.

This is particularly important with your fulfilment setup because your supplier states that its returns are handled through its China warehouses and warns that international returns can be expensive and take a long time.

Contact Us

If you have any questions about a return, refund, damaged product or your order, please contact us:

Email: sidneybenlloyd@gmail.com

Please include your order number so we can help you as quickly as possible.