Return & Refund

 

  1. Can I cancel or change my order?

You may cancel your order or change your receiving information before the order has been shipped. Please contact us at [marketing@coolpo.io] as soon as possible. Once an order has been confirmed and processed, it cannot be changed.
Once an order has been confirmed and processed, it cannot be changed. If the order has already shipped, cancellation is no longer possible. In this case, please do not unpack or use the product and proceed with a return request within 7 days of receiving the item

  1. What is Coolpo’s Return Policy?

Products purchased from the Coolpo Store may be returned within 7 days of receipt without reason, provided that:
  • The product is unopened and in factory condition
  • All original packaging, accessories, and manuals are included
  • The product remains in original condition without signs of use
Once approved, Coolpo will refund the full product price.
Important:
  • Shipping costs, VAT, customs duties, and other import-related costs are non-refundable.
  • Customers are responsible for return shipping, including international shipments, unless the return is due to a quality issue.

  1. What happens if there is a price change or pricing error after I place an order?

Coolpo reserves the right to adjust product prices based on market conditions and to correct any unintentional pricing errors. Once an order is placed, it cannot be changed or canceled due to a price adjustment. If a pricing error is identified after purchase, we will notify you and give you the option to proceed with the order at the corrected price or cancel the order at no additional charge. Pricing and applicable taxes are displayed on the product page at checkout.

  1. What if my product has a quality issue?

If a product has a quality-related issue, Coolpo offers an exchange within 15 days from the date of the completed transaction:
  • If an exchange unit is available, we will replace the product
  • If no replacement is available, a refund will be issued
  • Coolpo will cover shipping costs for quality-related exchanges or refunds
Refunds or exchanges will not be provided for issues caused by customer misuse, improper handling, or unauthorized modification.

  1. How do I request a return or exchange?

To request a return or exchange:
  1. Email [marketing@coolpo.io] with your order number and reason for return.
  2. Please provide photos or videos showing the issue.
  3. Our team will review your request and provide return instructions.
  4. Send the product back to the designated service center as instructed.
Do not return products without prior authorization.

  1. When will I receive my refund?

Once we receive and inspect the returned product:
  • Refunds will be processed within 5 business days
  • Refunds are issued to the original payment method
  • The actual time for the refund to appear depends on your bank or payment provider

  1. Who is responsible for customs clearance and import duties?

Coolpo ships products internationally. Customers are responsible for customs clearance, import duties, VAT, and local taxes.
Important:
  • Coolpo does not guarantee customs clearance.
  • If a shipment is returned, delayed, held, or destroyed due to failure to clear customs, refusal to pay duties, or incomplete documentation, the customer is not entitled to a refund.

  1. Are there situations where refunds or exchanges are not provided?

Refunds or exchanges are not provided if:
  • The product has been opened, used, installed, damaged, or modified by the customer
  • The return request is outside the allowed period
  • Damage is caused by improper use or handling
  • The issue is related to customs clearance failure
  • Required accessories or original packaging are missing

  1. How will I know my order has been delivered? (Order Receipt)

After your product is delivered, we will email you the logistics waybill number. The delivery status of your order is subject to the tracking information provided by the third-party logistics company.
If you do not receive your product after system auto-confirmation, please contact marketing@coolpo.io.

  1. Is Coolpo responsible for delivery-related losses?

Coolpo assumes no responsibility for losses caused by:
  1. Incorrect or incomplete shipping information provided by the buyer
  2. Inability to contact the recipient during valid delivery time
  3. The recipient rejecting the package while in good condition
  4. Failure to cooperate with customs clearance, resulting in a returned package

  1. What should I do when I receive my package?

  • Inspect the package immediately upon delivery
  • If damaged, do not sign or open the package
  • Contact [marketing@coolpo.io] for assistance
Once the package is signed for, Coolpo considers it accepted in terms of quantity and condition.
Recommended:
  • Record a complete unboxing video
  • Check all items against the packing list
If any items are missing or damaged, contact marketing@coolpo.io within 48 hours to resolve the issue.

  1. Will I receive an invoice for my order?

Yes. Once your order is shipped, an invoice will be sent via email.
If needed, contact [marketing@coolpo.io] for assistance with your invoice.
Note:
  • Prices displayed are tax-inclusive where applicable.
  • Tax items may not appear separately on the invoice.