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Return and Refund Policy

Return & Refund Policy

At Koolout, we want to ensure that your shopping experience is as smooth and satisfying as possible. This Return and Refund Policy is designed to provide clear guidance on the process for returns and refunds in accordance with UK consumer rights. Please review the following details:

1. Returns and Exchange Period

  • You have up to 14 days from the date of delivery to request a return or exchange.
  • This period allows you to inspect the item, ensuring it meets your expectations.

2. Eligibility for Returns

  • To be eligible for a return or exchange, the product must be in its original condition.
  • The item should be unworn and have all tags and labels attached.
  • Products must be returned in their original packaging.
  • Items should not be altered or damaged due to misuse.

3. Non-Returnable Items

At Koolout, we value transparency and fairness in our return and refund policy. While we strive to accommodate our customers to the best of our ability, there are certain items that, for hygiene and safety reasons, cannot be returned. We’ve provided additional details to help you better understand these non-returnable items:

  • Underwear: Due to intimate contact, underwear items are non-returnable. This policy aligns with UK consumer protection standards, which prioritize health and safety.

  • Swimwear: Swimwear items are personal and may come into contact with the body. As a result, these items are non-returnable to maintain hygiene standards and protect the well-being of our customers.

It is important to note that our goal is to provide high-quality and hygienic products to every customer. Therefore, we encourage you to carefully review product descriptions and ensure that you make selections that align with your preferences and requirements. If you have any questions about the return eligibility of specific items, please do not hesitate to contact our Customer Support team for clarification and assistance.

4. Initiating a Return or Exchange

  • Contact our Customer Support team at sales@koolout.co.uk to request a return authorization.
  • Clearly state your order number, the reason for the return, and whether you are requesting a refund or exchange.

5. Return Shipping

  • Return shipping costs are the responsibility of the customer, except in cases where the product is damaged or defective.
  • We recommend using a trackable shipping method to ensure the secure return of your product.

6. Refunds

  • Refunds will be processed within 14 days of receiving the returned product.
  • The refund will be issued in the original form of payment, except when a store credit or gift card is requested.

7. Exchanges

  • If you wish to exchange a product for a different size or color, please indicate your preference in your return request.
  • The exchanged item will be sent to you upon receiving the returned product.

8. Defective or Damaged Items

  • If you receive a defective or damaged product, contact our Customer Support team immediately.
  • We will work to resolve the issue promptly and may offer a replacement, repair, or full refund.

9. Cancelled Orders

  • If you decide to cancel an order before it has been shipped, please contact us as soon as possible.
  • If the order has not been dispatched, we will process a full refund.

10. Contact Us

  • If you have questions or require assistance regarding our Return and Refund Policy, please contact our Customer Support team at sales@koolout.co.uk.
  • We are here to ensure your satisfaction and assist you with any inquiries or concerns you may have regarding returns and refunds.

At Koolout, we prioritize your trust and aim to provide high-quality products and excellent service. This policy is designed to uphold your rights as a consumer while ensuring a transparent and hassle-free process for returns and refunds.