Refund policy
Refund Policy
We have a 14-day return policy in line with EU consumer rights. You have 14 days after receiving your item to notify us that you wish to return it. Once we've confirmed your return request, you then have a further 14 days to send the item back to us.
To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
How to start a return You can start a return request through your customer account at account.coolcase.store, or by contacting us at info@coolcase.store. Items sent back without first requesting a return will not be accepted.
Once your return request is approved, we will provide you with the correct return address for your order by email or through your customer account, as this may vary depending on the supplier or warehouse handling your item.
Return shipping Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect.
European Union – 14-day right of withdrawal (cooling off period) If your order is being delivered within the European Union, you have the right to cancel or return it within 14 days of receipt, for any reason and without providing a justification. This is in addition to any other return rights described in this policy.
Refunds Once we receive your returned item (or proof that it has been sent), we will process your refund within 14 days. The refund will be issued to your original payment method and will include the standard outbound shipping cost you paid at the time of purchase. Please note that your bank or card provider may take additional time to post the refund.
Damages and issues Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect, so we can make it right.
Exceptions / non-returnable items Certain items cannot be returned, including:
- Perishable goods (food, flowers, plants)
- Custom or personalised products (special orders, engraved items)
- Personal care goods (beauty products)
- Hazardous materials, flammable liquids, or gases
- Sale items and gift cards
Exchanges The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.