Refund policy
EXCHANGE A PRODUCT
Don't worry it can happen. If the item is as good as new, you have 15 days to return it to our facilities (as long as it is returned unworn, undamaged, and unused).
The exchange process must follow the steps below:
- Please send an email to hello@coolmoodcommunity.com with the following information:
- First Name (required)
- Last Name (required)
- Phone number (optional)
- Order number of the item(s) you would like to exchange (required)
- Product name of the item(s) you would like to exchange (required)
- Postal Address where you want to receive the new items (required)
- Reason for Exchange (optional)
- Name/color/size of the new item(s) you have chosen (required)
- Within 3 working days you will receive an email from our Customer Team with our address. Please just seal your package, attach your label and send it to our facilities. Items should be returned in the original shipping box/packaging (please let’s avoid producing more waste)
Any shipping costs, taxes or customs fees for returning the items to our facilities will be paid by the customer. However, we will support all those costs if it is an error from our side (mistaken or damaged item).
Please bear in mind that if the package is lost in the process, no exchange or return will be placed. To make sure your package arrives safely at our facilities we recommend being sent by registered mail to our address.
- Once your package is received, checked, and approved, we'll send you the desired new item, free of shipping costs, within 5 working days (except pre-paid duties and taxes for customs charges that may occur if the shipping address is outside EU). You will receive confirmation of the new shipping with the new tracking number by email as soon as it leaves our facilities.
Please consider that if the item you desire is out of stock, it may take longer, up to 10 working days for us to send it to you. We do our best, but occasionally the timing of the production line may take longer and we cannot control it.
Please take into account that only the first exchange is free. On a second exchange, all shipping costs will be supported by the customer.
RETURN A PRODUCT
Don't worry it can happen. If the item is as good as new, you have 15 days to return it to our facilities (as long as it is returned unworn, undamaged, and unused).
The exchange process must follow the steps below:
- Please send an email to hello@coolmoodcommunity.com with the following information:
- First Name (required)
- Last Name (required)
- Phone number (optional)
- Order number of the item(s) you would like to return (required)
- Product name of the item(s) you would like to return (required)
- Reason for return (optional)
- Within 3 working days you will receive an email from our Customer Team with our address. Please just seal your package, attach your label and send it to our facilities. Items should be returned in the original shipping box/packaging (please let’s avoid producing more waste)
Any shipping costs, taxes or customs fees for returning the items to our facilities will be paid by the customer. However, we will support all those costs if it is an error from our side (mistaken or damaged item).
Please bear in mind that if the package is lost in the process, no exchange or return will be placed. To make sure your package arrives safely at our facilities we recommend being sent by registered mail to our address.
- Once your package is received, checked, and approved, we'll send you the refund for the total order value, excluding shipping, taxes or customs fees for the returning items. The money will be reimbursed in the same payment method you have used in a maximum of 15 days. However, we will support all those costs if it is an error from our side (mistaken or damaged item).