Thank you for shopping at Koolmate. We hope you love what you've ordered! 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.
Should you have any problems (receive a faulty or wrong unit, or simply not satisfied with your order), please contact us at firstname.lastname@example.org 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 Koolmate, 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