Return and Exchanges
1) Not Happy with Your Order
If you are not happy with your purchase, please contact us via email at support@koolezt.com. Our customer service team will review your request and send further instructions.
2) Damaged Items or Low Quality
If you received a broken or low-quality item, please inform us within 3 days of delivery — after that we cannot exchange, replace, or take returns on them. For the fastest resolution, contact us at support@koolezt.com with a photograph showing the poor quality or the damaged area (ideally on a flat surface with the tag and error clearly visible). We’ll send a replacement as soon as we’ve confirmed the issue — no need to return the defective item.
3) Personalized / Custom-Design Items
Personalized and custom-design items can be returned or exchanged within 30 days of delivery. Because each piece is made to order, returns of personalized items are subject to a 15% restocking fee, and return shipping is paid by the customer. Items must be unused and in their original packaging. To start a return or exchange, email support@koolezt.com with your order number.
4) Wrong Selections
We only accept exchanges for wrong selections on your first order from our website; shipping fees for the exchange depend on the items purchased. We typically do not accept returns due to user error such as incorrect selection of sizes, designs, or colors.
5) How to Return an Item
Please follow these instructions when completing a return or exchange:
- Pack the unused item in its original packaging along with your email confirmation or original receipt — we cannot exchange or refund without it.
- Write in detail which items you want exchanged or returned.
- Contact us at support@koolezt.com for return instructions.
Warranty
This warranty only covers manufacturing defects and does not cover:
- Damage caused by accident
- Improper care
- Normal wear and tear
- Breakdown of colors and materials due to sun exposure
- Aftermarket modifications
Please note: no returns/exchanges for products with water exposure will be accepted.
Damaged / Low-Quality Items
For the fastest resolution, please include a photograph demonstrating the poor quality or the damaged area. Ideally, the pictures should be on a flat surface, with the tag and error clearly displayed.
We will use this information to help you with your order and to prevent repeated errors in the future.
If you have other concerns or inquiries, kindly email support@koolezt.com.