Return & Refund Policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, undamaged, and in its original packaging. You’ll also need the receipt or proof of purchase.

Personalised or custom-made products cannot be returned or exchanged, unless they are defective, damaged, incorrect, or otherwise not in conformity with your order.

To start a return, please contact us at info@coolenator.com. Once your return has been accepted, it must be sent to:

Coolenator B.V.
Nijverheidsweg 17L
3641 RP Mijdrecht
The Netherlands

Return shipping costs are the responsibility of the customer. We do not provide or reimburse return shipping costs for standard returns.

Please do not send products back before contacting us. Items returned without first requesting a return may not be accepted.

You can always contact us with any return questions at info@coolenator.com.

Order cancellations

If you wish to cancel or make changes to your order, please contact us at info@coolenator.com within 24 hours of placing your order.

For personalised or custom-made products, it is especially important to contact us within this 24-hour period. After this period, your order may already have entered the design or production process and cancellation or changes may no longer be possible.

If you contact us within 24 hours, we will do our best to cancel or amend your order before production begins. If production has already started, cancellation may no longer be possible.

Once production of a personalised or custom-made product has started, the order cannot be cancelled, returned, or refunded simply because you have changed your mind.

This includes, but is not limited to:

• Coolenators printed with your logo;

• products featuring personalised text or names;

• products featuring custom artwork or designs; and

• products produced according to your specific customisation requirements.

This does not affect your statutory rights regarding defective, damaged, incorrect, or non-conforming products.

Damages and issues

Please inspect your order when you receive it.

If your order is defective, damaged, or you have received the wrong product, please contact us as soon as possible at info@coolenator.com so that we can evaluate the issue and provide an appropriate solution.

Where possible, please include your order number and photographs showing the issue to help us resolve it quickly.

Personalised and custom-made products

Products that are made or personalised specifically for you cannot be returned or exchanged.

This includes, but is not limited to:

• Coolenators printed with your logo;

• products featuring personalised text, names, artwork, or designs;

• products made in a specific colour, print, or configuration according to your individual specifications; and

• other products clearly sold as personalised or custom-made.

Please carefully check and approve any artwork, spelling, logos, colours, positioning, and other customisation details before giving your approval.

Once a personalised order has entered production, changes or cancellations may no longer be possible.

This does not affect your rights if the product you receive is defective, damaged, incorrect, or otherwise not in conformity with your order.

Other non-returnable items

Certain types of products may be excluded from returns where permitted by law. Please contact us at info@coolenator.com if you have questions about whether a particular product is eligible for return.

We do not accept returns of gift cards.

Exchanges

The fastest way to ensure you receive the product you want is to return the eligible item you have. Once the return has been accepted, you can place a separate order for the new item.

Return shipping costs are the responsibility of the customer.

Personalised and custom-made products cannot be exchanged unless they are defective, damaged, incorrect, or otherwise not in conformity with your order.

European Union 14-day right of withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days after receiving your order, without giving a reason.

This statutory 14-day right is separate from our voluntary 30-day return policy.

The 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. Therefore, personalised or custom-made Coolenators cannot be returned under the 14-day cooling-off period simply because you have changed your mind.

For eligible returns under the right of withdrawal, the direct cost of returning the product is the responsibility of the customer.

This exception does not affect your statutory rights if a personalised or custom-made product is defective, damaged, incorrect, or otherwise not in conformity with your order.

Return shipping

All return shipping costs are at the customer's expense, except where otherwise required by applicable law or expressly agreed by Coolenator.

We recommend using a tracked shipping service. Coolenator is not responsible for returned parcels that are lost or damaged during return transit.

Returns must be sent to:

Coolenator B.V.
Nijverheidsweg 17L
3641 RP Mijdrecht
The Netherlands

Please contact info@coolenator.com before sending your return.

Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, you will be automatically refunded to your original payment method within 10 business days.

Please remember that it may take additional time for your bank, credit card company, or payment provider to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@coolenator.com.