General guarantee & Refund policy

Mandatory legal guarantee of the seller:
You are entitled to a full refund from the seller if:

• The product has not been delivered within the delivery warranty start date for the reasons outside of your fault. Go to “My Orders”, tap the order you want to refund and tap “Problem with the product”.
• Product quality is different from the one that was specified in the relevant product description on the Site and there is no way you can enjoy the product properly.
• If less than 2 hours have passed since you purchased the product, you can cancel the order and get a full refund. Go to “My Orders”, tap the order you want to cancel, and tap the “Cancel order” button on the bottom of the order page. Go to “My Orders”, tap the order you want to refund and tap “Yes, cancel my order”.
• If you decide to exercise your right for withdrawal right. Go to “My Orders”, tap the order you want to refund and tap “Problem with the product”.

Returns:

You should return the product to the seller, even if when the seller is located in another country.
The return address is always available on the product page in the Seller’s info and responsibility section. Additionally, you can contact Coolbe support team any time to confirm the return address.
The refund may be withheld until the seller collects the returned product or until you provide proof of dispatch of the product, whichever is the earlier.

• In case you are entitled to return the product by the applicable law (i.e., in case the product is defective or wrong, you have a warranty claim), you will be compensated with the documented costs of return by the seller.

• If you decide to exercise your right for withdrawal right (including the costs of delivery). In this case you shall bear the costs of return. You have the right to withdraw from the contract with the seller from whom the purchased the product within 14 days without giving any reason. The withdrawal period will expire within 14 days from the day when you received the product (i.e. on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the product).

To exercise the right of withdrawal, you shall contact Coolbe via support@coolbe.co.uk and clearly state that you want to withdraw from the contract or seller directly.
Please note the exceptions from withdrawal right are noted in ToS.

Coolbe’s voluntary quality guarantee:
You have 30 days from the delivery date according to Coolbe's tracking information, to contact our support team about any quality concerns related to the product you ordered.

In case the 30-day period is expired, or you do not agree with the decision of Coolbe, you shall contact the seller from whom you ordered the product.
In some cases, you may be requested to provide additional evidence (such as photos or videos of the product claimed to be defective) in order to ensure that you are entitled to a refund or other kinds of compensation by the seller or by Coolbe.

The refunded amount will be transferred via PSP to the card you’ve used to make your purchase. Please note that there may be exceptions such as, for example, in case of technical inability to process the refund via the same payment method, or expiration of your card. In this case, you will be asked to provide another card, or your PayPal wallet details to proceed with the refund.

We aim to complete the refund process for valid claims within less than 14 days. Our usual processing time is 2-3 days.