Return and Refund Policy

Return and Refund Policy

At Cool Finds, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help with our return and refund policy.

1. Return Requirements

To return an item, you must contact us within 48 hours of delivery to initiate the return process. The item must be in its original condition, unused, and in the original packaging.

2. Important Return Timeframes

  • Contact us: Within 48 hours of delivery
  • Return shipping deadline: Items must be shipped back to us within 20 days of our return authorization

Important: If you don't ship the returned item back to us within 20 days of receiving return authorization, the item can still be returned but will not be eligible for a refund - only for exchange or store credit.

3. Eligible Items for Return

  • Items in original, unused condition
  • Items with original packaging and tags
  • Return request initiated within 48 hours of delivery

4. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Personal care items
  • Intimate or sanitary goods
  • Perishable items
  • Custom or personalized products
  • Digital downloads
  • Gift cards

5. How to Return an Item

To start a return:

  1. Contact us within 48 hours of delivery
  2. Provide your order number and reason for return
  3. We'll send you return instructions and a return authorization
  4. Package the item securely in its original packaging
  5. Ship the item back within 20 days of receiving return authorization

6. Return Shipping

  • Defective or Wrong Items: We'll cover return shipping costs
  • Change of Mind: Customer is responsible for return shipping costs
  • International Returns: Customer is responsible for return shipping and any customs fees

7. Refund vs Return Policy

7.1 Full Refund Eligibility

Items returned within all timeframes (48-hour contact, 20-day shipping) are eligible for full refund.

7.2 Return Without Refund

Items shipped back to us after 20 days of return authorization:

  • Can still be returned
  • Will not be eligible for cash refund
  • May be exchanged for different items
  • May receive store credit for future purchases

8. Refund Process

For items eligible for refund (returned within all timeframes):

  • We'll send you an email confirmation of receipt
  • Refunds are processed within 5-10 business days
  • Refunds are issued to the original payment method
  • You'll receive an email notification when the refund is processed

9. Exchanges

We offer exchanges for:

  • Items returned within all timeframes
  • Items returned after 20 days (no refund, but exchange available)
  • Different size, color, or similar-value item

10. Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 48 hours of delivery
  • Provide photos of the damaged item
  • We'll arrange for a replacement or full refund
  • No need to return damaged items unless requested
  • Standard timeframe rules may be waived for defective items

11. Lost or Missing Orders

If your order doesn't arrive:

  • Wait for the full delivery timeframe (3-14 days)
  • Check with neighbors and building management
  • Contact us if the package doesn't arrive within the expected timeframe
  • We'll investigate with the carrier and provide a replacement 

12. Refund Timeline

  • Credit Cards: 5-10 business days
  • Bank Transfers: 5-10 business days

Note: Refund times may vary depending on your bank or payment provider.

13. Contact Us

For returns, refunds, or any questions about this policy:

  • Include your order number for faster service
  • Remember: Contact us within 48 hours of delivery to start the return process

14. Policy Updates

We reserve the right to update this return and refund policy at any time. Changes will be posted on this page with an updated effective date.

Last updated: August 3, 2025