Returns and exchanges

We want you to be completely delighted with your KooolGear, but we understand that sometimes things don't work out. If you need to return or exchange, you may use our chat feature or email us at [email protected]. We offer a 60-day return policy for electronic or automated products that present technical malfunctions. For other issues, including items that arrive broken or if you simply do not like the product, you must contact us within 7 days of receiving the item to initiate a return.

All return or exchange requests must start with the submission of detailed photos and/or videos showing the issue. These will be used for internal reporting and are required to open a return ticket in our system.

Return labels

If the product is confirmed to be defective, broken, or damaged upon arrival, we will provide a return shipping label and instructions. However, for returns due to change of mind, incorrect size selection, or dissatisfaction with the product, the customer is responsible for the return shipping costs. We do not provide return labels in these cases.

Refunds

Once we receive and inspect the returned item, we will notify you of the outcome. If your refund is approved, it will be processed automatically to your original payment method. Please note that it may take a few business days for your bank or credit card provider to process the refund.

Exchanges

If you opt to exchange an item, we will issue a store voucher once the returned product is received and inspected. The voucher will include the product value and, if applicable, the return shipping cost (only for defective or broken items). For exchanges due to size or preference, the return shipping is at your expense, and the voucher will cover only the value of the original product.

Damages and issues

Please inspect your order upon delivery and contact us immediately if you receive a defective, damaged, or incorrect item. Make sure to include photos or videos so we can evaluate the situation and assist you appropriately.

Lost or stolen orders

KooolGear accepts no responsibility for lost or stolen items confirmed as delivered by the courier. We do not reimburse or replace orders that are marked as delivered and later reported as missing.

FAQ

• Does your product not function? Send us detailed photos and videos showing the issue. You have up to 60 days to report malfunctions in your products.
• Did your product arrive broken? Contact us within 7 days of delivery and include clear photos or videos of the damage.
• Don’t like the product? You may return it within 7 days of receipt as long as it is unused and in its original packaging. Refunds will not be issued for used or damaged items.

Need help?

Contact us at [email protected] for questions related to refunds and returns.