We want you to be completely happy with your COOLFLY purchase. If you're not satisfied, here's a step-by-step guide to our easy return and refund process.
How do I return my order?
- Contact our Support Team: Reach out to us via chat on our website or app within 30 days of receiving your order. You can also email us directly at support@ourcoolfly.com.
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Provide Required Information: When submitting your return request, please include:
- Your order number
- Your name
- The email address used for purchase
- A list of the items you wish to return
- Photos or videos as proof of the issue
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Return Instructions: Our support team will review your request and send you step-by-step instructions for returning your item. Depending on your location, your items will either be picked up by our courier or you can drop them off at your nearest post office.
When am I eligible for a refund or return?
If you are returning a product due to personal preference (e.g., ordered by mistake, changed mind, or no longer needed):
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Timeframe: Within 30 days of receipt.
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Condition: Product must be undamaged, unaltered, and in its original packaging.
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Costs:
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Processing Fee: A $3 handling fee per item will be deducted from your refund.
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Shipping: You are responsible for the return shipping costs.
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Original Shipping: Original shipping fees are non-refundable.
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Timeframe: Within 30 days of receipt.
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Costs: We will cover all return shipping costs.
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Resolution: You can choose a full refund, a free replacement, or a repair. No processing fees will be charged.
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Refunds are not available after the 30-day period.
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However, if your product has a defect, it is covered by our 1-Year Warranty. We will provide a repair or replacement at no cost, but no refunds will be issued.
How long does it take to process my refund?
Once we receive your returned item(s), your refund will be processed within 15 days. The refund will be issued to the original payment method.
Please note, the refund amount will be reduced by:
- A $3 processing fee per product
- The actual return shipping costs (as billed by the carrier)
What if my product arrives damaged?
If your item arrives damaged or defective, we will take care of it for you.
- We will replace the item at no charge, or
- We will issue a full refund for your purchase
To claim a damaged item, simply contact us within 30 days of receiving the product. Provide clear photos or videos showing the damage, and please keep the original packaging.
What products are non-returnable?
Some items may not be eligible for returns, including:
- Gift cards: Gift cards are non-refundable.
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Specialty products: Certain items are marked as non-returnable on the product page.
Can I cancel my order?
You can only cancel your order before it has shipped. Once the order has been processed or shipped, it cannot be canceled.
If your payment is not completed or there are outstanding fees, your order will be automatically canceled.
Can I use discounts after my purchase?
Unfortunately, discounts cannot be applied retroactively. Any promotions or discounts that become available after your purchase cannot be applied to previous orders.
What’s covered under the warranty?
We offer a 24-month warranty on all COOLFLY products, covering manufacturer defects. This warranty does not cover damages caused by misuse, wildlife, or unauthorized repairs.
What happens if something is outside of our control?
Sometimes, there are events beyond our control, such as natural disasters, strikes, or other emergencies. In those cases, we may experience delays, but we will always do our best to resolve the issue.
Anything else I should know?
- All returns and exchanges require prior authorization from our support team.
- Unauthorized returns may not be accepted.
- We reserve the right to update our policy from time to time, but any changes will be communicated to you.