Refund policy

Return & Exchange Policy

Your satisfaction is our priority. If you are not happy with your purchase, you can request a return or exchange within 30 days of delivery.

How to request a return or exchange

Email us at support@koolezt.com with your order number and the reason for the return. We will reply with return instructions.

Return conditions

• Items must be unused and in their original packaging.
• Return shipping is paid by the customer, unless the item arrived damaged, defective, or incorrect (see below).
• For items over $100, we recommend a trackable shipping service or shipping insurance.

Personalized items

Personalized items (made-to-order products, such as custom address signs and pet wall art) can be returned or exchanged within 30 days of delivery. Because each piece is made to order:

• items must be unused and in their original packaging;
• the customer pays the return shipping cost;
• a 15% restocking fee applies and is deducted from the refund.

To request a return or exchange of a personalized item, email support@koolezt.com with your order number and the reason for the return.

Exchanges

To exchange an item, request an exchange within 30 days of delivery by emailing support@koolezt.com. Once we receive your returned item, we will ship the replacement to you. If the replacement costs more than the original item, we will invoice you for the difference; if it costs less, we will refund the difference to your original payment method.

Wrong, damaged, or defective items

If you received the wrong item, or your item arrived damaged or defective, contact us within 30 days of delivery. Please include a photo showing the issue (ideally on a flat surface with the tag visible) so we can resolve it quickly. We will send a replacement or issue a full refund — return shipping is on us in these cases.

Order never arrived

If your order has not arrived within 45 days of dispatch, contact us and we will arrange a reshipment or a full refund.

Refunds

• Approved refunds are issued to your original payment method within 5–10 business days.
• Shipping costs are non-refundable. If you paid for return shipping, that cost is deducted from your refund.

When a refund cannot be granted

• The order did not arrive because of an incorrect address you provided.
• The order did not arrive due to circumstances outside our control (for example, customs holds or natural disasters).
• The item was used, damaged by misuse, or is missing its original packaging.

Questions

Email support@koolezt.com — we are happy to help.