Refund policy
Thank you for shopping with Coolvia. We want you to feel confident when purchasing from us. Please read our return and refund policy carefully before placing an order.
Return Eligibility
We accept return requests within 14 days of delivery.
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In its original packaging
- Complete with all accessories, manuals, cables, and included items
- Accompanied by proof of purchase or order confirmation
Items that are used, damaged by the customer, missing parts, or returned without original packaging may not be eligible for a refund.
Non-Returnable Items
For safety, hygiene, and quality control reasons, we may not accept returns for:
- Items that have been used or damaged after delivery
- Items returned without original packaging or accessories
- Clearance, final sale, or promotional items, unless faulty
- Gift cards or digital products, if applicable
If you are unsure whether your item is eligible for return, please contact us first at support@coolvia.com.
Return Process
To request a return, please contact us at support@coolvia.com within 14 days of delivery.
Please include:
- Your order number
- Your full name
- The email address used for the order
- A clear reason for the return
- Photos or videos of the item, if applicable
Our support team will review your request and provide return instructions if your return is approved.
Please do not send your item back without contacting us first. Returns sent without prior approval may not be accepted.
Return Shipping Costs
Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect.
Original shipping fees are non-refundable unless the return is due to an error on our part.
We recommend using a trackable shipping service when returning your item, as Coolvia is not responsible for returned packages that are lost in transit.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.
Please note that it may take additional time for your bank or payment provider to post the refund to your account.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us at support@coolvia.com within 7 days of delivery.
Please include:
- Your order number
- Photos or videos of the damaged, defective, or incorrect item
- Photos of the packaging, if the item was damaged during delivery
- A brief explanation of the issue
Once reviewed, we may offer a replacement, refund, or other suitable resolution depending on the situation.
Lost Packages
If your package appears lost or has not arrived after the estimated delivery window, please contact us at support@coolvia.com.
We will assist you in checking the shipment status with the carrier. Please note that Coolvia is not responsible for packages marked as delivered by the carrier but reported missing due to incorrect address details, theft, or circumstances outside of our control.
However, we will do our best to help you resolve the issue.
Order Cancellations
Orders can be changed or cancelled within 12 hours after purchase by contacting us at support@coolvia.com.
Once an order has been processed or shipped, cancellation may no longer be possible.
Exchanges
We currently do not offer direct exchanges.
If you would like a different item, color, or quantity, please request a return first. Once your return is approved and refunded, you may place a new order.
Refund Exceptions
Refunds may be denied or partially reduced if:
- The item has been used
- The item is damaged due to customer handling
- Parts, accessories, or packaging are missing
- The return request is made after the return window
- The item is returned without prior approval
Contact Us
If you have any questions about returns, refunds, damaged items, or order issues, please contact our support team at:
Thank you for choosing Coolvia.