Exchange / Returns
Exchange / Return address
2201 CZ Noordwijk ZH
Is return or exchange possible?
Yes, but please note this is only possible within 14 days after receipt of the order and under certain conditions.
A product cannot be exchanged / returned if:
- Returns have not been notified by email and/or are not returned within 14 days after receipt.
- The article was used.
- You have tried to repair a defect.
- You have not followed the instructions.
- The original tags have been removed or missing instructions.
- The sticker on the glass of the sunglasses is missing.
- The packaging is missing or broken (no sticky tape or labels on packages of products).
- Items on sale with 50% off or more discount.
- If the packaging is damaged, Koolsun can choose the product to compensate partially.
- Send an email to [email protected] quoting the invoice number, indicate which item you want to return.
- Return articles in an outer carton or packaging in order to prevent damage during transport.
- Add a note with your address, name and invoice number or a copy of the invoice (with leaving your data) with the shipment and include your banking information that you paid.
- We'd also want to know the reason for the return (optional).
- Customers bear the risk of the return shipment.
- Insufficient or no postage will be refused by us and so will you be returned.
- Returns, sent outside the return period of 14 days (postmark date is final), will not be credited and automatically become the property of Koolsun.
- Postage cost for the return will not be refunded by us.
- Once we receive your return in good condition, we will refund the owed amount to your bank account within 14 days.
- Did you order something and want to exchange this instead of returning, this is also possible. Sending the return is your responsibility, and we will send the exchanged product at our cost.
- Send an email to [email protected] quoting the invoice number, indicate which item you want to exchange and which item you would like to exchange with. We will then reserve the item for you.
- Return the item in original packaging in an outer carton or package in order to prevent damage during transport.
- Add a note with your address, name and invoice number or a copy of the invoice, please state the exhange item.
- Exhanges with insufficient or no postage will be refused by us and will be returned to you.
- Postage cost will not be refunded by us.
- Once your package is received, we will send your new order free of charge.
Exchanges and additional items
- It is also possible to order additional items so that they can be sent to you along with your return shipment.
- In case you have ordered additional items, we will send you an email with what you still have to pay. After payment your new order will be sent (including) exchange shipment.
I received an item is defective, what should I do?
Send an email to [email protected] with a description of the defect and your invoice number and address. Please send a picture of the defect along while sending the email, so we can process your complaint quickly. Please wait before returning the item until we have sent you a message informing you what to do.
The following applies to return shipments from outside the European Union
You have to take care of the shipping cost and export documentation. Costs made by us to import your return will be deducted from the amount to be refunded by us. VAT and any import taxes paid by us at the time of shipment are not refundable. In case you have paid shipping costs at the time of ordering, these will not be refunded.