Refund and Returns Policy – CoolWarmViral

Effective Date: December 9, 2024

At CoolWarmViral, customer satisfaction is our highest priority. We want you to be fully satisfied with your purchase. If, for any reason, you are not completely happy with your purchase, this Refund and Returns Policy will guide you on how to return or exchange your item(s).

Return Eligibility

We accept returns for most items within 30 days of the purchase date under the following conditions:

  • The item must be in original condition and unused.
  • The item must be returned with all original packaging, accessories, and documentation (manuals, warranty cards, etc.).
  • Proof of purchase (order number, receipt, or invoice) must be included with the return.

Non-returnable Items

The following items are non-returnable:

  • Sale items, clearance products, or discounted items.
  • Gift cards or products marked as “final sale.”
  • Used or damaged items due to misuse or mishandling.
  • Items missing original packaging or accessories.

Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to us via email at [email protected] or call us at 904-251-4383 within 30 days of receiving your order to initiate the return process.
  2. Return Authorization: Once we receive your request, we will provide a Return Authorization (RA) number and instructions on how to return the item.
  3. Pack and Ship: Carefully pack the item(s) in their original packaging and include all accessories and documentation. Please ensure the item is securely packed to avoid damage during the return shipping.
  4. Return Shipping: Customers are responsible for the cost of return shipping unless the item was defective or an error was made on our part. We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee receipt of the returned item.

Refund Process

Once we receive the returned item, we will inspect it to ensure it meets our return criteria. If the return is approved, we will process your refund as follows:

  • Refund Method: Refunds will be credited to the original payment method.
  • Refund Time: Please allow 10-14 business days for the refund to be processed. The time it takes for the funds to appear in your account may vary depending on your payment provider.
  • Restocking Fees: In some cases, a restocking fee may be applied (up to 15%) for items that are returned in less than perfect condition or missing parts.

Exchanges

We also offer exchanges for products that are defective or damaged upon arrival. To initiate an exchange:

  • Contact us within 30 days of receipt.
  • If the item is still in stock, we will send you a replacement after receiving your returned item.

If the replacement item is out of stock, we will issue a full refund or allow you to choose a different product of equal value.

Damaged or Defective Items

If you receive a defective or damaged product, please contact us immediately at [email protected] or 904-251-4383. We will arrange for a replacement or refund at no additional charge, and cover the return shipping costs. Please provide photos of the damaged or defective item to expedite the process.

Contact Information

If you have any questions about our Refund and Returns Policy, please contact us: