Our commitment to your satisfaction and fair return process
Last Updated: May 2025
At COOLGARDS, we are committed to providing you with the highest quality products, ensuring excellent value for your investment. However, if you find yourself unsatisfied with your order or product for any reason, we kindly request that you notify us of your intention to return it within 7 days of receiving your delivery. Your satisfaction is our top priority, and we will do our best to address any concerns you may have.
All our products benefit from the legal guarantee of conformity and the guarantee against hidden defects. In the event of non-compliance of a product sold, it may be returned, exchanged or refunded. All complaints, requests for exchange or refund must be made by email to [email protected] within 7 days of delivery.
The products must be returned to us in the state in which you received them with all the elements (accessories, packaging, instructions, etc.). For sealed products, the original packaging must remain unopened and undamaged to be eligible for a full refund.
Important: Return shipping costs are your responsibility regardless of the reason for return. We recommend using tracked shipping methods to ensure your valuable items can be monitored throughout the return process. Once we receive and verify your return, refunds will be processed within 3-5 business days.
Instead of a refund, you may choose to exchange your item for another product of equal value. For exchanges to higher-priced items, you will need to pay the difference. For exchanges to lower-priced items, we will refund the difference to your original payment method.
We offer store credit with a 5% bonus value compared to cash refunds. This credit can be used on any future purchase and does not expire.
We can exchange your product for an identical replacement if the original was defective or damaged.
The following items cannot be returned or exchanged:
Once we receive your return, we'll inspect the items within 2 business days. If approved, your refund will be processed within 3-5 business days. The time it takes to appear in your account depends on your payment method and financial institution.
If you have any questions about our refund policy, please contact us:
Email [email protected] within 7 days of delivery with your order number and reason for return. Our team will provide you with return instructions and a return authorization number.
No, once a sealed product has been opened, it cannot be returned due to the nature of our products.
Once we receive your return, we'll inspect the items within 2 business days. If approved, your refund will be processed within 3-5 business days. The time it takes to appear in your account depends on your payment method and financial institution.
Yes, we offer store credit with a 5% bonus value compared to cash refunds. This credit can be used on any future purchase and does not expire.
If your item arrives damaged, please take photos of the damage and contact us at [email protected]within 48 hours of receiving your package. We'll work with you to resolve the issue promptly.
Learn about our shipping methods, timeframes, and tracking information.
How we collect, use, and protect your personal information.
Details about supported payments and billing process.
Learn more about our return conditions and procedures.
This refund policy was last updated on May 12, 2025.