At Kool Cases, we strive to provide our customers with high-quality products and exceptional service. We understand that sometimes situations arise that may require a return or exchange. This Refund Policy outlines our guidelines and procedures for such cases.
1. General Refund Policy:
1.1 Product Defects: If you receive a product from Kool Cases that is defective or damaged, please contact our Customer Support team at [email protected] within 30 days of receiving the product. We will assess the issue and, if deemed valid, offer a replacement.
2. Exceptions and Limitations:
2.1 Wrong Address: Kool Cases is not responsible for refunds or replacements in cases where the package is lost or undeliverable due to an incorrect shipping address provided by the customer. Please ensure that you provide accurate and up-to-date shipping information at the time of order placement.
2.2 Wrong Case Size: It is the responsibility of the customer to select the correct case size when placing an order. If you receive a case that doesn’t fit your device due to an incorrect size selection, we cannot offer refunds or replacements. We encourage customers to double-check their device model and specifications before making a purchase.
2.3 Custom Cases: Custom cases are made to order and are tailored to the specific design and specifications provided by the customer. As such, we do not accept returns or offer refunds for custom cases, except in cases of product defects or shipping damage. Please review your custom case design and details carefully before placing your order.
3. Refund Process:
To initiate a return for product defects, please follow these steps:
- Contact our Customer Support team at [email protected] within the specified time frames mentioned in this policy.
- Provide your order number, a clear description of the issue, and any relevant supporting documentation.
- Our team will review your request and inform you of the next steps, which may include return instructions or a resolution for the issue.
4. Contact Information:
If you have any questions or concerns about our refund policy or the refund process, please contact our Customer Support team at [email protected]
Please Note: We do not offer refunds, and all sales are final. Kool Cases reserves the right to update or modify this Refund Policy at our discretion. It is recommended that you review this policy periodically to stay informed about our practices and guidelines. This policy is effective as of 11/5/23.