Return & Refund Policy
Last updated: January 2025
14-Day Right of Withdrawal (EU Consumer Rights Directive 2011/83/EU)
As an EU consumer, you have the legal right to return any product within 14 days of delivery, no questions asked.
1. Return Period
- You have 14 calendar days from the date of delivery to request a return.
- To initiate a return, contact us via WhatsApp or email within this period.
- Products must be returned within 30 days of the return request.
2. Conditions for Returns
To be eligible for a return, products must:
- Be in their original packaging (unopened or carefully opened)
- Be unused and in the same condition as received
- Include all accessories, manuals, and documentation
- Have proof of purchase (order confirmation)
3. Non-Returnable Items
- Custom-made or personalized products
- Products that have been installed or used
- Products with damaged or missing original packaging
- Products past the 14-day return window
4. Refund Process
- Contact us via WhatsApp or email to request a return
- Receive return authorization and shipping instructions
- Ship the product back (return shipping costs are borne by the customer unless the product is defective)
- Once received and inspected, we will process your refund
- Refund will be issued to the original payment method within 14 business days
5. Defective Products
If you receive a defective or damaged product:
- Contact us within 48 hours of delivery with photos of the damage
- We will arrange a free replacement or full refund
- Return shipping for defective products is covered by CoolZone
6. Warranty Claims
Beyond the 14-day return period, products are covered by our 2-year legal warranty for manufacturing defects. Warranty claims are handled on a case-by-case basis and may result in repair, replacement, or refund at our discretion.
7. Contact Us
For return requests or questions:
WhatsApp: +49 987 654 321
Email: returns@coolzone.eu