Upon receipt of your order, you have one (3) business day to advise Kool Products of any external damage to the packaging of the goods after notifying the carrier. You have three (3) business days to advise Kool Products of any damage or shortages of your goods.
If for any reason you have ordered the incorrect items, we offer a fourteen (14) day (from delivery date) exchange policy, subject to the goods being returned in unused, perfect condition, with the original packaging still intact. You will require a Return Authorisation from Kool Products. Customers must meet the cost of return freight on correctly supplied goods.
You can request a Kool Products Return Authorisation by contacting us on [email protected] Please include your reference number or invoice number in any correspondence to Kool Products.
Any returns (or requests to return goods) after the fourteen (14) days will not be accepted.
When returning goods, the customer is responsible for the repackaging of the goods as they are in your care until they arrive at our warehouse. Remember to obtain proof of posting/delivery from your local post office or courier service. Kool Products regrets that postage/packaging/insurance costs are non-refundable, unless goods received are faulty or received in error, in which case Kool Products will meet all costs of shipping.
Returns for “Change of mind”: Notification must be sent to Kool Products for a “Return Authority” number within 14 days of accepting delivery of the product. The product must be in an unused, perfect condition, with its original packaging still intact. Customers must meet the costs for returning the goods to Kool Products.
