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Returns & Refunds

What Is Coolightbox’s Returns & Refunds Policy?

Return / Refund Without Quality Issues

For products purchased at coolightbox Website, you can apply for a Return / Refund within 14 calendar days from the date of receipt of the Products (based on the date of receipt on the logistics document).

Please note that we only accept returns / exchanges if the returned / exchanged Products meet the "Return / Refund Conditions" and do not belong to the "Return / Refund Exclusions”described below.

Return / Refund With Quality Issues

For Products with quality problems purchased at coolightbox Website, you can request a Return / Refund within 30 days from the date of purchase. It is our policy to satisfy the“Return / Refund Conditions” described below and the quality problems are verified by our after-sales service team.

Return / Refund Conditions

The Products are sent back within the stated Return / Refund period;

Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s damaged, washed or altered in any way.

If the Product / parcel has additional gifts (gift with purchase promotion), please return the gift together. The gift needs to be kept in the condition as it was received. If the gift cannot be returned, we have the right to ask you to pay for the gift according to the price of the gift we have indicated.

Use the tracking number package to return, so that we can track the returned package.

There must be a note in the package to indicate the order number Buyer information (name and email).

If it is convenient, please send us the label information on the box

Return / Refund Exclusions:

Products not sold through the Website, i.e. coolightbox official online store;

Where the Product is used, washed, processed (e.g. replace original battery), soiled or damaged, and other merchandise not in re-sale condition;

Where the electronic invoice or order number issued at the time of purchase is lost;

Orders that exceed the Return / Refund period;

Other circumstances in which the consumer has no right to Return / Refund according to this policy and the applicable law.

Return / Refund Process

1. Return Shipping Fee

If it has been proven to be provided in error by our company, including wrong items sent by us, quality problems, and other reasons we can accept, we will arrange a full refund (includes shipping fees charged in the order) for you, but the cost of return will be paid by yourself.

If you ordered an incorrect size product or simply want to exchange the item. All shipping fees are at the customer's expense. This includes shipping fees for a return or exchange. Shipping fees charged in the order are non-refundable.

The refund amount cannot be greater than the amount paid at the time of purchase.

We don't provide the return label.

Returns/Exchanges will be processed within 7 days upon receipt of your package.

2. Return Step

Please consult the customer service about the information we need before sending back the package.

Send the package back to us.

After returning the products, please offer our customer service the information you collect above or add to your account, where you can find a chart to upload the information.

We will refund the money to your account after we receive the return package.

We will refund you when we get the package, the refund takes 5-8 business days back to your account, then you can use that for a new order.

3.Refund Step

Consult our customer service team and explain the situation.

Before the product has been shipped, we can arrange unconditional refund for you. But when the product is on the way, we need to confirm the problem and figure out if we can arrange a refund for you.

When we confirm the problem, we will arrange a refund for you, normally it will take 5-8 business days to your account

Returns Address In US:

14 Troy Hills Rd, Whippany NJ, US 07981

Recipient: Coolight-box Return Team

Tel: (201) 289-8468

Email: service@coolightbox.com

Online Service Time - 9:00 am to 6:00 pm CST office hours

Note: Returning without Customer Services permission will not be accepted and customers will be responsible for all lost and cost.

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