Refund policy

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

You have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at support@ourcoolfly.com. Items sent back without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

Lost or Stolen Packages (After Delivery)

Once the shipping carrier's tracking information indicates that a package has been successfully delivered to the address provided at checkout, our delivery obligation is considered fulfilled.

COOLFLY is not responsible for packages that are lost, stolen, or maliciously damaged by third parties after they have been marked as "Delivered." As such, these situations are not eligible for a refund or a free replacement.

However, we understand how frustrating this can be. We will gladly assist you by providing any available shipping documents, tracking details, and carrier information you may need to file a claim with the shipping carrier or local authorities.

Refund Eligibility

1. Returns Within 30 Days (Change of Mind)

  • Timeframe: Within 30 days of receipt.
  • Condition: Undamaged, unaltered, in original packaging.
  • Processing Fee: $3 per item deducted from refund.
  • Return Shipping: Customer's responsibility.
  • Original Shipping: Non-refundable.

2. Returns for Quality Issues (Defective / Damaged / Incorrect)

  • Timeframe: Within 30 days of receipt.
  • Costs: COOLFLY covers all return shipping costs.
  • Resolution: Full refund, free replacement, or repair — no processing fees.

3. After 30 Days — Warranty

  • Refunds are not available after the 30-day window.
  • Defective products are covered by our 24-Month Warranty — we will repair or replace at no cost.
  • Warranty does not cover misuse, wildlife damage, or unauthorized repairs.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (food, seeds, etc.)
  • Custom or personalized products
  • Sale items or gift cards
  • Specialty products clearly marked as non-returnable on the product page

Order Cancellation

Orders may only be canceled before shipment. Once an order has been shipped, cancellation is no longer possible.

Refund Processing Time

Once we receive and inspect your return, refunds are processed within 15 business days to your original payment method. If more than 15 business days have passed since approval, please contact us at support@ourcoolfly.com.

* COOLFLY reserves the right to update this policy as needed. All returns require prior approval from our support team.