Refund & Exchange Policy

We want you to be completely happy with your COOLFLY purchase. That’s why we offer a 30-Day Hassle-Free Return Policy. 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?

  1. 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.
  2. 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 (if applicable)
  3. Return Instructions: Our support team will review your request and send you step-by-step instructions. Depending on your location, your item will either be picked up by our courier or dropped off at your nearest post office.

 

When am I eligible for a refund or return?

1. Returns Within 30 Days (Change of Mind or Personal Reasons) If you are returning a product due to personal preference (e.g., ordered by mistake, changed mind, or no longer needed):
  • Timeframe: Within 30 days of receipt.
  • Condition: Product must be undamaged, unaltered, and in its original packaging.
  • Costs:
    • Processing Fee: A $3 handling fee per item will be deducted from your refund.
    • Return Shipping: Return shipping costs are the responsibility of the customer.
    • Original Shipping: Original shipping fees are non-refundable.
2. Returns for Quality Issues (Defective or Damaged) If the product you received is defective, damaged, or incorrect:
  • Timeframe: Within 30 days of receipt.
  • Costs: We will cover all return shipping costs.
  • Resolution: You may choose a full refund, a free replacement, or a repair. No processing fees will be charged.
3. After 30 Days (Warranty)
  • Refunds are not available after the 30-day return window.
  • 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. Refunds are not issued after 30 days.

 

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 may be reduced by:

  • A $3 processing fee per product (if applicable)
  • The actual return shipping costs (for non-quality-related returns)

 

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

Please contact us within 30 days of delivery and provide clear photos or videos. Please keep the original packaging.

 

What products are non-returnable?

  • Gift cards: Non-refundable.
  • Specialty products: Items clearly marked as non-returnable on the product page.

 

Can I cancel my order?

Orders may only be canceled before shipment. Once shipped, the order cannot be canceled.

 

Can I use discounts after my purchase?

Discounts and promotions cannot be applied retroactively.

 

What’s covered under the warranty?

All COOLFLY products come with a 24-month warranty covering manufacturer defects. This does not cover misuse, wildlife damage, or unauthorized repairs.

 

Anything else I should know?

  • All returns require prior approval from our support team.
  • Unauthorized returns may not be accepted.
  • We reserve the right to update this policy as needed.