Return and Refund Policy

Returns and Refund Policy

At CoolPaw, we strive to ensure you’re thrilled with your purchase. However, if it’s not quite right, we’re here to make it as easy as possible to resolve. Whether you wish to return, exchange, or report a damaged item, please contact through the contact form.

1. Returns

We offer a 30-days return window from the date of purchase, allowing you to shop with confidence.

• Refund Processing: Refunds are issued to the original payment method or as store credit.
• Initiating a Return: Send us a message with the subject line “RETURN ORDER.” We’ll provide a pre-paid shipping label.

Return Eligibility Requirements:

To qualify for a return, items must be:

• New, unused, and in their original condition.
• Inclusive of all original hangtags, packaging, and components.
• Accompanied by proof of purchase (order confirmation email or number).
• Shipped with all loose components (e.g., crossbody strap). Missing components will disqualify the return.
• Packaged in a box (the dust cover is NOT a shipping bag).
• With intact barcodes, if applicable.

Used or altered items are not eligible for return and will be sent back to the customer.

2. Damaged or Defective Items

In rare cases where items are damaged during transit or have a manufacturer defect, we’ll gladly make it right.

To expedite your request, please provide:

• A photo of the damage.
• Your order number, address, and full name.

We’ll handle the damage report and offer either a full refund or a replacement at no extra cost, with no additional questions asked.

3. Refund Processing

Once your returned item is received and inspected, we will:

• Notify you by email of the receipt and approval or rejection of your refund.
• Approved refunds will be processed immediately, with the amount credited to your original payment method within a few business days.

4. Delays in Refunds

If your refund hasn’t arrived:

• Double-check your bank account.
• Contact your credit card provider; it may take some time to post.
• Follow up with your bank, as there may be processing delays.

5. Exchanges

Exchanges are only provided for defective or damaged items.

6. Promotions & Discount Codes

Promotional offers sent through email are valid only on orders placed via the specific email. Discounts cannot be refunded or applied to previous purchases.