Refund policy
Returns and Refund Policy
At THE COOLRATOR RETAIL TRADING AND ACTIVATIONS LTD., we are committed to ensuring your satisfaction with our products. If you are not completely satisfied with your purchase or if you receive a defective item, our return and refund policies are designed to make the process simple.
Return Window
You have 14 days from the date of receiving your order to request a return for a full refund, provided the conditions outlined below are met. Returns initiated beyond this period may not be accepted.
Conditions for Returns
To qualify for a return, items must meet the following criteria:
- Unused and Unworn Condition: Returned items must be in their original condition, unused and unworn. Items showing any signs of wear, damage, or use will not be accepted.
- Original Tags and Packaging: All original tags must be attached, and items must be returned in their original packaging.
- Proof of Purchase: A receipt or proof of purchase is required to process the return.
Note: For hygiene and quality control reasons, certain items such as intimate apparel, swimwear, and sale items may not be eligible for return, as noted during purchase.
Returns for Manufacturing Defects
If you receive an item with a manufacturing defect, please notify our Customer Support team within 14 days of receiving the order. We will arrange a return, and upon confirmation of the defect, you may opt for a full refund or a replacement, if available.
Return Process
- Contact Customer Support: Contact us at cs@thecoolrator.com within 14 days of receiving your item.
- Initiate a self-return: Through your registered account at account.thecoolrator.com, you can start the return process yourself, hassle free.
- Return Authorization: Once your return request is approved, we will provide instructions for sending back the item.
- Return Shipping: Free returns are available for orders within the UAE. We will arrange a pickup or provide a return label for easy returns.
Refund Process and Timing
Refunds are issued to the original payment method, including for orders placed via Cash on Delivery (COD).
Once we receive and inspect the returned item to confirm it meets the return conditions (or to confirm a manufacturing defect), we will process your refund. You will receive an email confirmation within 24 hours of the refund being initiated.
Refunds are processed within 14 business days of the refund being initiated. The time for the funds to appear in your account may vary depending on your bank or card issuer.
Exchanges
Currently, we do not offer direct exchanges. If you would like a replacement, please return the original item and place a new order for the desired product.
Non-Returnable Items
For hygiene and safety reasons, the following items are not eligible for return:
- Intimate apparel and swimwear
- Items marked as final sale
- Customized or personalized items
Contact Us
For any questions or assistance with your return or refund, please contact our Customer Support team at cs@thecoolrator.com. We are here to help and ensure a smooth process.
For delivery times and shipping details, please see our Shipping Policy.
By shopping with The Coolrator, you agree to the terms of this Returns and Refund Policy. We reserve the right to update this policy as needed to maintain the highest standards of service.