Widerrufsrecht

REFUND & RETURN POLICY
Coolora

Last updated: 30/06/2026

1. Overview

This Refund & Return Policy applies to purchases made on Coolora via our online store.

2. Returns (change of mind)

If you are a consumer in the EU/EEA, you generally have a 14-day right of withdrawal, as explained in section 3. For other customers, we may accept returns on a discretionary basis as described below, subject to mandatory local law.

To be eligible for a change-of-mind return:

You must notify us within 14 days of delivery. Items must be returned unused, in original condition, with all accessories, manuals and, where possible, original packaging. Proof of purchase is required.

We may refuse a return or reduce a refund if the product’s value has been diminished by handling beyond what is necessary to check the nature and functioning of the goods, as permitted by law.

3. EU/EEA right of withdrawal (14 days)

If you are an EU/EEA consumer, you have the right to withdraw from your purchase within 14 days without giving any reason, subject to legal exceptions.

Withdrawal deadline:
14 days from the day you, or a person designated by you, receive the goods, or the last item in a multi-item delivery.

How to withdraw:
Email us at cooloracontact@proton.me with a clear statement including your order number and the item(s) concerned.

Refund timing:
If you withdraw, we will reimburse payments received from you, including standard outbound delivery costs where required by law, within 14 days from the day we are informed of your decision. We may withhold reimbursement until we receive the goods back or until you provide evidence of dispatch.

Return shipping for withdrawal:
Return shipping costs are paid by the customer, unless we state otherwise.

4. Non-returnable items, where legally permitted

Returns or withdrawal may not apply to:

Sealed goods not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.

Items clearly used, damaged by misuse, or missing parts due to customer handling.

Customized or personalized goods.

Other statutory exceptions.

5. How to start a return

To start a return, contact us at cooloracontact@proton.me and include:

Order number

Items you want to return

Reason for return, optional

Photos or videos if the item is defective, damaged or incorrect

Do not send items back without contacting us first. Return instructions will be provided by email after your request has been reviewed.

6. Damaged, defective, or incorrect items

If your item arrives damaged, defective, or incorrect, contact us as soon as possible, preferably within 48 to 72 hours of delivery, with photos or videos of the item and packaging.

We will offer an appropriate remedy under mandatory law, which may include replacement, repair, or refund depending on the case.

7. Refund processing

If your return is approved, refunds are issued to the original payment method.

We typically process refunds within 10 business days after receiving and inspecting the returned item. Your bank or payment provider may take additional time to post the refund.

8. Order cancellations

Orders can be cancelled only before dispatch.

If your order has already shipped, please follow the return or withdrawal procedure above.

To request a cancellation, email cooloracontact@proton.me immediately with your order number.