When and why can I return an order?

[Last updated: July 11, 2024]

If you are not satisfied with your purchase, you have 30 days (from the day you received the product) to return it and receive a refund for your order (excluding any shipping costs) or receive a replacement product of the same value as the first product purchased. The product exchange is always free while the return with refund has a cost of €7 if the location is in Italy and 20€ if is not Italy. If the product sent as a replacement is not to your liking, you will have to proceed at your own expense to send the product to our warehouses. The returned product must be in exactly the same condition in which you received it and must have, to the extent possible, the same original packaging and all labels and warranty sheets (if any). In addition, the product must be sent in the same box in which it was received and it is advisable to use a plastic bag to protect the product from moisture, rain, or dirt. Make sure the package has been closed properly.

Product returns must be made in this manner:

Products must not have been used and must be in exactly the same condition in which they were received.
Products must be returned in the same original packaging and with all labels and warranty sheets.
You must open your return request within 30 days from when you received the product, via the return request page.
Be sure to pack the products well to make sure they are not damaged in transit.
We recommend that you keep proof of shipment or send with a Courier that provides a tracking number for the shipment.
As soon as the package arrives and is checked, we will send you an e-mail and, if the product is in good condition, we will confirm your refund. Keep in mind that it is possible for the refund time to be up to 30 business days.

If you receive a damaged or defective item, you can file a claim by filling out the return form. To facilitate the return, attach:

• A brief description of the defect in the product.
• A photo in which you can see the defect or damaged part of the product. You can attach them directly to the package.
  If upon delivery of the product you find that the package is damaged, please point this out to the Courier and it is important that, within 4 days, you contact us at this address info@coolculture.it, to send us:
       - Photo of the package and the Courier's label.
       - Photos of the damaged part of the product.

When we receive the photos, we will check what happened and contact you as soon as possible to find a solution.

Claims are not accepted in the following cases:

• Breakage due to misuse or if the product is "worn out"
• Products that are dirty or ruined due to use.
• Products that cause hypersensitivity on contact.
• Damage caused by external factors such as rubbing, sharp objects, chemicals, etc.

How will I receive my refund?

As soon as we receive the package in our warehouse and after checking the product, we will refund the amount you paid. The refund depends on the payment method you used when ordering:

• If you paid by PayPal, you will receive a refund in your PayPal account within 2 business days.
• If you paid by Credit or Debit Card, you will receive a refund to your card within 2 business days.

Who pays the return costs?

IN ITALY: Product return costs in Italy are paid by coolculture.it . Free returns are guaranteed only once per order.

OUT OF ITALY: For shipments outside of Italy, the costs of returning the product are paid by coolculture.it only in the case of a defective or damaged product. The shipping costs that have been paid are refunded only in case the product is defective or if we have sent the wrong product. In case you return the product because you are not satisfied with the purchase or other reason other than receiving item, damaged, defective product sending cost is paid by the customer.

We do not accept return in the following cases:

Breakage due to misuse or if the product is “worn out”.
Products that are dirty or ruined due to use.
Products that cause hypersensitivity on contact.
Damage caused by external factors such as rubbing, sharp objects, chemicals, etc.