FREE shippingover €59 90 daysreturn policy Made to orderyour own photo or text
FREE shippingover €59 90 daysreturn policy Made to orderyour own photo or text

Returns and Warranty

Canceling

If you wish to change or cancel your order, please contact service@coolgift.com
Has your order already been shipped? Then you can refuse the package upon delivery by the mailman. This is free of charge. After receiving the return shipment we will send you a refund as soon as possible, no later than 14 days after your cancellation.

Orders will automatically be canceled when no payment is received.

90-day satisfaction guarantee and right of withdrawal

Not happy with your purchase after all? No problem. At CoolGift you can exchange or return an item up to 90 days after receiving it. We, acrust BV, offer this satisfaction guarantee of our own accord. It comes on top of your statutory 14-day right of withdrawal and your statutory guarantee, and does not limit them in any way. To use it, email service@coolgift.com; what happens next is explained below under Returns.

Returns

Do you wish to return an idtem? This is possible. To make sure your return shipment goes as smoothly as possible, please follow these steps:
- Let us know via service@coolgift.com that you wish to return an item.
- Our customer service will give you instructions about how to send the item back to us.
- After your return shipment is well received, you will get a confirmation of receipt.
- The purchase amount will be refunded as soon as possible, no later than 14 days after cancellation.
- Or if so requested, it will be replaced by a new item.

If possible, we ask to return the order in its original packaging and in a sturdy box for shipping purposes.

If an error was made by us we will cover the return shipping costs. In all other cases these costs will be for you.
All refunds are done for the full purchase amount (incl. initial shipment costs). If a damaged product is returned to us, we can charge you for those damages.

Statutory guarantee

Every product comes with a statutory guarantee, personalised products included. What we deliver must do what you can reasonably expect of it. If it turns out to have a defect, we are responsible for that, for at least 2 years. This is not an extra from CoolGift: it is your right as a consumer.

Something wrong with your product? Email service@coolgift.com. You don't need to go to the manufacturer yourself; we are your point of contact and we sort it out. You are entitled to repair or replacement, and if that isn't possible, to a price reduction or your money back. If we decide to replace the product, you will often have a new one the next day.

The statutory guarantee does not cover:

  • wear and tear that can be considered normal;
  • defects caused by using the product for something it isn't intended for, or by improper use;
  • damage caused on purpose, through gross negligence or through poor maintenance.
Complaint Procedure

Do you have a complaint?
Filing a complaint about the product or our service can be done via mail: service@coolgift.com. You will receive a substantive reaction to your complaint within 2 working days.

acrust BV