Returns & Refund Policy
At Cool Gear HQ we strive to make our customers 100% satisfied with the product they’ve purchased from us. If you are experiencing any shipping or products issues, and you’re feeling frustrated, then please send us an email and our team will assist you right away.
We accept order cancellation if the product has not been sent out. Go to your order confirmation email and cancel the order from "View your order."
How do I return an item?
If you are unsatisfied with your order and wish to return it, please contact us within 7 days from your order delivery date. Each return will be manually processed by our customer service team and you will be notified if the return is approved.
Please note all returns must be in the original condition with packaging intact.
Will I have to pay the shipping fee for return orders?
Yes, all return shipping fees are the responsibility of the customer.
What if the item ordered is defective, incorrect or damaged?
Please contact our customer service team within 7 days from your order delivery date. To expedite your claim, please include photographs of the product. We will process all claims as soon as possible to ensure you receive a replacement item free-of-charge.
How long does the returns process take?
Due to the large amount of daily orders, processing returns may take up to 14 business days from the date we receive your returned item. We will notify you via email to confirm that your return order has been processed.
When will I receive my refund?
All refunds will be credited to the original form of payment. Refund times are generally issued within 7 to 14 business days after we receive the returned item. Please contact your card's bank to inquire when the credit refund will be posted to your account. Due to varying banks, it may take up to several weeks before a credit is issued back to your account.