Refund policy

Refund Policy

We offer a 30-day refund policy, which means you have 30 days after receiving your item to request a refund.

To be eligible, please contact us within 30 days of delivery with your order number and a brief description of the issue. We may request photos or videos if the item is damaged, defective, or incorrect.

Keep + Refund & Returns

We strive to make resolving issues as simple as possible. For many eligible refund requests, we offer a Keep + Refund option, meaning you may not need to return the item. Instead, once your request is approved, you may keep, recycle, or responsibly dispose of the product while receiving your refund.

To qualify for a Keep + Refund, you must provide:

  • Your order number or proof of purchase.

  • Clear photos or videos showing the issue (such as damage, defects, or an incorrect item).

Please note that Keep + Refund is offered at our discretion and is determined on a case-by-case basis.

In some cases, particularly for higher-value items, suspected fraudulent claims, or products that need to be inspected, we may require the item to be returned before a refund can be issued. If a return is required, we will provide you with instructions on how to proceed.

Items returned without first contacting us and receiving return authorization will not be accepted.

How to Request a Refund

To start a refund request, please email koolsummerzz@gmail.com with:

  • Your order number

  • The reason for your request

  • Photos or videos (if the item is damaged, defective, or incorrect)

We aim to respond within 1–3 business days.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If your item is damaged, defective, or you receive the wrong item, contact us as soon as possible so we can evaluate the issue and provide an appropriate solution.

Non-Refundable Items

Custom and personalized items are not eligible for refunds unless they arrive damaged or defective.

If you're unsure whether your item qualifies, please contact us before submitting a request.

Refund Processing

Once your refund request has been reviewed and approved, your refund will be issued to your original payment method. Depending on your bank or card issuer, it may take 5 to 10 business days for the refund to appear in your account.

Exchanges

We do not offer direct exchanges. If you would like a different item, please place a new order after your refund has been processed.

European Union 14-Day Cooling-Off Period

If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it without providing a reason, in accordance with applicable consumer protection laws. Please contact us for assistance with your request.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at koolsummerzz@gmail.com.