Refund policy

Effective date: July 23, 2026

Return Request Window

Return requests must be submitted within 30 days after delivery. Requests submitted after that window may not be accepted.

Return Eligibility

To be eligible for review, items should be unused, in the condition received, with original packaging and proof of purchase unless the issue involves damage, defect, missing items, or incorrect items.

Contact Before Returning

Contact customer support before returning any item. Returns sent without authorization may not be accepted. Do not send products directly to a supplier unless customer support provides that instruction in writing.

Return Authorization

If a return is approved, customer support will provide return instructions. Customers must contact customer support before returning any item.

Return Shipping

Return-shipping responsibility depends on the reason for the return and the final owner-approved return process. Do not mail an item back until return instructions are issued.

Damaged, Wrong, Missing, or Defective Products

For damaged, wrong, missing, or defective items, contact support promptly with your order number, photos, packaging photos, and a clear description of the issue. Keep the item and packaging while the issue is reviewed.

Non-Returnable Items

Some items may be non-returnable for hygiene, safety, final-sale, customized, damaged-after-delivery, or supplier restriction reasons where permitted by law. Any product-specific exception should be reviewed before purchase.

Exchanges

Exchanges depend on inventory and supplier availability. If an exchange is not available, an approved return may be handled as a refund or replacement where appropriate.

Refund Review and Approval

Refunds are not automatic. Approved refunds are issued to the original payment method unless another method is required by the payment provider or applicable law.

Refund Processing Timeframe

Approved refunds are submitted within 5-10 business days after delivery. Your bank, card issuer, or payment provider may take additional time to post the refund.

Shipping Costs

Original shipping charges and return shipping costs may not be refundable unless required by law or approved because of a confirmed store, fulfillment, or shipping error.

Order Cancellation

Cancellation requests must be sent within as soon as possible after placing the order. Once an order is routed to fulfillment, cancellation may not be possible.

Chargebacks

Please contact customer support first so we can review and help resolve order issues. Filing a chargeback may delay resolution while the payment provider reviews the dispute.

Third-Party Supplier Fulfillment

Some products may be fulfilled by third-party suppliers. Supplier return rules may affect available instructions, timing, and replacement availability, but customers should always contact Cool Supply Shop support first.

Contact

For return or refund help, contact coolsupplyshopstore@gmail.com. Support hours: Monday-Friday, 9:00 AM-5:00 PM EST.