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FAQs

FAQS - Koolpop Return and Refund Policy

1. How can I exchange a product?
You can exchange a product under the following criteria:
- The product is not functioning properly due to manufacturing defects and not user error.
- The product's seal is damaged or broken upon receipt.
- The product does not match the order (e.g., wrong size or color) without prior notification from Koolpop.
- The product is incomplete or missing parts as stated on the Koolpop website when received.

2. What are the terms and conditions for exchanges?
Please note the following terms and conditions:
- Koolpop is not responsible for any damages or losses caused by user error or shipping.
- The returned product must be in its original condition with complete attributes, including packaging, tags, and labels, and should not be damaged.
- For exchanging defective/damaged or wrongly delivered products, the Buyer must return the purchased item to Koolpop first, and then Koolpop will send the correct item to the Buyer.
- In accordance with Koolpop's regulations, we will replace the damaged product with a new one.
- If the product to be exchanged is not available in Koolpop's warehouse (out of stock), Koolpop will provide a refund. The Buyer may choose another item, and if the price of the exchanged item is higher or lower, the price difference will be borne by the Buyer.
- Koolpop reserves the right to reject returns/exchanges if any conditions are not met.

3. What are the steps for returning a product?
To initiate a return, follow these steps:
- Within 3 working days (excluding Saturdays, Sundays, and national holidays) of receiving the product, contact Koolpop's Call Center and report the damage with a brief description, along with photos/videos if possible.
- Once the return or exchange request is approved by Koolpop, you can send the product back to the address provided by Koolpop.
- The shipping cost for returning the product to Koolpop will be borne by Koolpop. Cash-on-delivery (COD) services are not allowed for return shipments.
- Our team will inspect the returned product within 3 working days (excluding Saturdays, Sundays, and national holidays) upon receiving it. Koolpop reserves the right to reject the return if the conditions are not met.
- If the return is approved:
- Koolpop will contact the Buyer to confirm the approved exchange.
- Koolpop will send the replacement product and provide an accurate tracking number within 2 working days (excluding Saturdays, Sundays, and national holidays) from the time of contact.
- The shipping cost for delivering the product to the Buyer will be borne by Koolpop.
- If the return is not approved:
- Koolpop will contact the Buyer to inform that the return is not approved and cannot be exchanged, providing the reasons.
- Koolpop will send back the product and provide an accurate tracking number within 2 working days (excluding Saturdays, Sundays, and national holidays) from the time of contact, indicating that the exchange is not approved.

B. REFUND POLICY

1. Under what circumstances can I receive a refund?
You can receive a refund under the following criteria:
- Refunds can be given if the product you wish to exchange is not available in our warehouse. (Please refer to Policy A regarding product exchanges for terms and conditions).
- If the Buyer has not received the product within more than 8 weeks from the date of purchase.

2. What are the terms and conditions for refunds?
Please note the following terms and conditions:
- The refund process generally takes 1-14 working days from the cancellation request (for credit card users, refunding as a credit limit may take 14-30 days).
- The refund amount will be based on the total payment made by the Buyer (excluding vouchers).
- No additional fees will be charged, and the refund will be processed based on the total payment made by the Buyer.
- Refunds will be issued only to the same payment method used by the Customer.
- The Buyer will bear the administrative costs if there are any differences between banks.
- Koolpop reserves the right to reject refunds if any conditions are not met.

3. What are the steps for receiving a refund?
To request a refund, follow these steps:
- Contact Koolpop's Call Center and provide the order number and bank account details as proof.
- Once the Call Center responds and approves the refund request, the refund process will be initiated.
- The refund process takes 1-14 working days (excluding Saturdays, Sundays, and national holidays) from Koolpop's approval of the refund.
- The refunded amount will be the amount paid and will be credited to the same bank account used by the Buyer for the previous payment.
- Once the refund is successfully processed, the Buyer will receive a confirmation email from Koolpop stating that the refund has been completed.