Return & Warranty

Last Updated: 21-10-2025

This policy outlines the terms under which customers may return items, request warranties, and receive refunds for purchases made through CoolMate. By making a purchase, customers agree to the terms of this policy.

1. Scope

This policy applies to all products sold through CoolMate, including electronic devices, accessories, and cosmetics, except for items explicitly excluded from returns or money-back guarantees as stated in Section 2.

2. Definitions

  • Item: Any product purchased from CoolMate.
  • Return: The process by which a customer sends back an unused and undamaged item in exchange for a refund or replacement.
  • Defective or Damaged Claim: A notification by the customer that an item was received damaged, defective, or incorrectly shipped.
  • Non-Delivered Order: An order that did not reach the customer despite confirmed shipment.

3. Standard Return Policy

  • Customers may return unused and undamaged items within 14 days of receipt.
  • Return requests must be submitted via email to service@cool-mate.com.
  • Customers are responsible for return shipping costs.
  • Items must be returned to our return address. 
  • Original handling and shipping costs paid by CoolMate are non-refundable, even if the customer paid for shipping.
  • Returns will only be accepted after approval by CoolMate.
  • We do not accept returns of discounted items or gift vouchers because you have changed your mind.

4. Warranty for Defective or Damaged Items

  • Defective, damaged, or incorrectly shipped items must be reported within 7 days of receipt via service@cool-mate.com.
  • Clear photos or videos of the issue must be included.
  • Coolmate will provide a free replacement.
  • If replacement is not possible, a full refund will be issued.

5. Warranty for Non-Delivered Orders

  • If an order is not delivered within the promised timeframe and tracking indicates the package was lost or stolen, CoolMate will send a free replacement.
  • This warranty does not apply if tracking confirms delivery.

6. Return Process

  1. Download and complete the return form here: Download Return Form.
  2. Submit the completed form via email to service@cool-mate.com.
  3. After approval, you will receive return instructions and the return address.
  4. Ship the item within 7 days of approval.
  5. Once the item is received and inspected, the refund will be processed within 5–10 business days.

7. Customer Responsibilities

  • Items must be returned in original condition and undamaged.
  • Customers should package returns securely and use a trackable shipping method.
  • Unauthorized returns will not be accepted.

8. Limitations and Disclaimer

  • CoolMate is not responsible for loss or damage of return shipments during transit, unless caused by our error.
  • This policy supplements statutory consumer rights and does not limit those rights where applicable.

9. Contact

For questions or return requests:
Email: service@cool-mate.com