[vc_row][vc_column][vc_single_image image=”7016″ img_size=”full” onclick=”custom_link” link=”https://koolxpress.com/return-policy”][/vc_column][/vc_row][vc_row][vc_column][vc_column_text]Want to Return a Product?

We offer a 5-day return guarantee on all the products bought on our website. Products should be returned in the original condition.

What is the time frame in which I have to file a return / replacement request?

Return Request to be filed with Koolxpress’ Customer Support within 24 hours of Delivery under following condition:

  • Damaged Product
  • Empty Parcel
  • Missing Item
 

Returns will be accepted under the following conditions:

  • Defective/Damaged Product
  • Product significantly different from the Product’s Specifications
  • Wrong Color/ Size/ Style
  • Incorrect Quantity
  • Wrong Product Delivered
  • Part of Product is missing
  • Non-receipt of Invoice / Warranty

 

Returns will not be accepted under the following conditions:

  • Product is damaged due to misuse/overuse
  • Consumable Product Returned without original packaging including, price tags, labels, original packing, freebies and other accessories.
  • Serial Number is tampered
  • Defective products that are covered under Seller/Manufacturer’s warranty and reported after 5-days.
  • Product or box is damaged due to misuse or incidental damage because of malfunctioning of product.
  • Product is used or worn or altered.

 

Categories not eligible for Return:

  • Beauty and Health
  • Books
  • Undergarments, Lingerie, Swimsuits, etc.
  • Groceries including Flowers, Edibles, Drinks, etc.

 

Want to Replace a Product?

Replacement will be accepted if your purchase is covered under buyer protection and the product is in stock with the merchant. In case, the product is out of stock, we will issue you a refund.

Also, if the product delivered is not the same that you had ordered, merchant’s consent is required to replace. Please read the Product description carefully and choose the right size and color.

Replacement will not be accepted in the following conditions:

  • Product is damaged due to misuse/overuse
  • Consumable Product
  • Returned without original packaging including, price tags, labels, original packing, freebies and other accessories.
  • Serial Number is tampered
  • Defective products that are covered under Seller/Manufacturer’s warranty and reported after 5-days.
  • Product or box is damaged due to misuse or incidental damage because of malfunctioning of product.
  • Product is used or worn or altered

 

PICK UP/DROP OFF PROCEDURE

 How should I pack the product for pick up or drop off?

Make sure that the product has not been used/altered/tampered with, as well as is accompanied by its original price tag, free gift items (if any) and packing slip. Do not forget to mention your order number on the box. If your order is approved for pickup or drop off, you will receive the packaging instructions, return address and documentation needed, in a separate email from us.

 

Do I need to pay the courier company to send my product back?

By using a courier service to send your product back, you need to bear the courier cost, which will be reimbursed by us during the refund or replacement process. The receipt of the courier charges eligible for reimbursement shall be emailed to us for consideration.

 

What are the documents I need to attach for the return / replacement process?

Mention the Order ID on the packet along with the Address (as mentioned in the email by us) before handing over the packet to the Courier Company.

Share a copy of the courier receipt with us, evidencing the dispatch of the product, addressed to us.

In case, you do not get a confirmation of receipt of the return product from us, you are advised to track the shipment with the courier service provider to which, you have handed over the product.

 

My product has been delivered to a courier company, how do I know it has reached you?

You can track the package on the courier’s website.

 

REPLACEMENT OR REFUND

 When will I get the replacement or refund?

We initiate the replacement or refund within 2 working days of once the product is received by the vendor.

For Bank Refund, it may take up to 2 days, for the amount to get credited in your account, after we have initiated the refund.

The refund/replacement may get delayed or declined if the product received is not as per your claim or in case of missing Order ID on the package.

Time taken to process the Refund may vary depending on the mode of payment. Please refer to the list below:

Wallet Account: 1 Business day

Gift card: 3-4 Business days

Debit card: 1-2 Business days

 

DETAILS OF PRODUCT SPECIFICATIONS FOR RETURN / REPLACEMENT

Product has manufacturing defect?

  • If the product has manufacturing defect, please check buyer protection.
  • If the product has manufacturer’s warranty, you should claim the warranty by calling or visiting the nearest service center of the product’s brand.

Koolxpress shall not be liable for any incidental defect/damage, like liquid/mishandling etc. by the customer. For non-standard products, please contact us at hello@koolxpress.com and we would take your issue with the vendor.

 

Product is damaged?

All products are carefully packed before dispatch. In a rare circumstance, if the product reached you in damaged state, please contact us within 24 hours of delivery at hello@koolxpress.com

 

Product is significantly different from description

You are covered by Koolxpress Return & Replacement policy in case you receive a product that is significantly different from the product description on the website. This not only covers wrong size, color, style etc. but also any wrong promises or details in product description including major quality issues, expiration date etc.

 

Wrong color delivered?

If wrong color is delivered, under buyer protection you are eligible for replacement or refund.

For some products there could be slight variation in the picture and actual product. Before creating a request through hello@koolxpress.com, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

 

Wrong size delivered?

If wrong size is delivered, under buyer protection you are eligible for replacement or refund.

For some products, there could be slight variation in the picture and actual product. Before creating a request through hello@koolxpress.com, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

 

Wrong quantity delivered?

If wrong quantity is delivered, you are covered under buyer protection. Inform us within 24 hours of receiving the order through hello@koolxpress.com.

Please check the delivered Packet thoroughly, and verify with the Product Details on website.

 

Wrong product delivered?

If a wrong product is delivered, under buyer protection you are eligible for replacement or refund.

For some products there could be slight variation in the picture and actual product. Before creating a request through hello@koolxpress.com, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

 

Wrong style delivered?

If wrong style is delivered, under buyer protection you are eligible for a replacement or refund.

For some products there could be slight variation in the picture and actual product. Before creating a request through hello@koolxpress.com, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

You may find the question about replacement useful.

 

Missing parts in the product?

Please check the content of the package and verify with product description. In a rare circumstance, if there are missing parts, please contact us at hello@koolxpress.com

 

No Invoice/Warranty received?

All orders dispatched by koolxpress carry original Invoice from the vendor. If the Invoice/Warranty is missing, please contact us at hello@koolxpress.com within 1 day of delivery

 

Order Cancellation

koolxpress.com helps its customers as far as possible, and has therefore a liberal cancellation policy.

 

How do I cancel an order on koolxpress.com?

If unfortunately you have to cancel an order, please do so within 24 hours of placing the order.

For outright cancellations by you:

– If you cancel your order before your product is shipped, we will refund the entire amount.

If the cancellation is after your product is shipped:

– If you received the product, it will be eligible for replacement, only in cases where there are defects found with the product.[/vc_column_text][/vc_column][/vc_row]

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