Return & Refund Policy

Returns & Exchange | cooldia
COOLDIA
Quality problems only

Returns and Exchange Policy

What we will fix, and what we won't take back

Goods are inspected as they're packed. If something reaches you defective, we replace or refund it. Beyond that, we don't run a general returns service.

1. The Scope of This Policy

Returns, exchanges, and refunds apply solely to verified quality issues: an item damaged in transit, a manufacturing defect, an item materially different from how it was described, or an item we shipped in error.

We do not accept returns where the reason is a change of mind, a colour that looks different at home, the wrong size selected, or simply not liking the item once it arrives.

2. Excluded Categories

  • Change of mind or a duplicate purchase
  • Colour, texture, or size preference
  • Candles that have been lit, and wax goods that have been burned or melted
  • Textiles that have been used, washed, or laundered — for hygiene reasons
  • Personalised, engraved, or custom-made items
  • Clearance, final sale, and bundle items
  • Damage caused after delivery through misuse or accident

3. Reporting Window

Quality issues must be reported within 7 days of delivery. Transit damage reported later is difficult to attribute and carriers set short claim windows.

4. The Process

  1. Email with your order number.
  2. Describe the problem briefly and attach clear photographs of the item and the shipping box.
  3. We review within 24 to 48 business hours and reply with a decision: replacement, refund, or return instructions.
  4. If a return is requested, repack the item securely and use a tracked service so the parcel can be followed.

5. Replacements

When the item is still in stock, a replacement is usually the fastest fix — particularly for ceramics and glass, where the fault is obvious from a photograph.

6. Refund Timing

Approved refunds are issued to the original payment method within 5 to 10 business days of approval, or of the returned item arriving. Card issuers may take several additional days to post it.

7. Return Postage

Where a quality issue is confirmed, we cover the cost of return shipping. No other returns are offered, so postage for other reasons doesn't arise.

8. Contact Before Returning

Please don't ship anything back before we've approved it. Unapproved returns can't be matched to an order and may be refused at the warehouse. Start with .