Returns Policy
Returns
Our Returns Policy lasts 10 days from the date that you receive your product from us. If 10 calendar days have gone by since your delivery, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be returned in the original packaging.
Certain products cannot be returned, such as unique designs printed on products. Non-returnable products are clearly marked in their respective product descriptions on our website.
To complete your return, please send us an email at support@thekoolbag.com, providing the following information: 1. the date of purchase, 2. the order number, 3. the amount paid, 4. your first and last name, 5. your billing address, 6. the delivery address (if different), and 7. the reason why you are returning the product.
Please send your item together with a printed copy of the email you sent us to:
Returns @ The Kool Bag Co., 25 Dow’s Lake Road, Ottawa, Ontario, K1S 4L2, Canada.
Refunds (if applicable)
Once we have received and inspected your returned item, we will send you an email to notify you that we have received your returned item, and whether your refund has been approved.
If your return is approved, then a refund will be processed minus shipping costs, and 20% restocking fee - the amount will automatically be applied to your credit card, or the original method of payment, within a certain amount of days.
Please note that shipping costs are non-refundable.
Sale items
We can only refund regular priced items. Unfortunately, sale items cannot be refunded.
Exchanges
We can only replace items if they are defective or they were damaged when you received them. If you need to exchange it for the same item, send us an email at support@thekoolbag.com, giving us 1. the date of purchase, 2. the order number, 3. the amount paid, 4. your first and last name, 5. your billing address, 6. the delivery address (if different), 7. the reason why you are returning the product and 3 photos showing the defective or damaged product.
Please send your item and a printed copy of the email you sent us to:
Returns @ The Kool Bag Co., 25 Dow’s Lake Road, Ottawa, Ontario, K1S 4L2, Canada.
Depending on where you live, or where the item is to be shipped, the time taken for your exchanged product to reach you, may vary.
Shipping
To return your item, please mail it together with a printed copy of the email you sent us to:
Returns @ The Kool Bag Co., 25 Dow’s Lake Road, Ottawa, Ontario, K1S 4L2, Canada.
You will be responsible for paying the shipping costs for the return of your item.
Shipping costs are non-refundable.
If you are returning an item which cost over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot take responsibility for items lost by the postal or courier services.
Late or missing refunds (if applicable)
If you haven’t received a refund within 3 weeks from the date you sent us the return, first please check your bank account or credit card account once more, as it often takes some time before your refund is officially posted.
If you’ve done all of the above, and you still have not received your refund, please contact us by email at support@thekoolbag.com.