Refund policy

We stand behind every CoolHalo — but returns are subject to the conditions below. Please read them before requesting a return, because items that do not meet them cannot be accepted.

You have 60 days from the delivery date to request a return. Requesting a return does not guarantee a refund — every returned item is inspected first (see below).

All returns require prior authorization

Do not ship anything back before contacting us at info@coolhalo.com and receiving a Return Authorization (RMA) number and return instructions. Any item shipped back without an authorized RMA will not be accepted, will not be refunded, and cannot be returned to you.

Condition requirements — read carefully

Because the CoolHalo is a personal, head-worn wellness product, we can only accept returns that arrive back in fully resalable, re-stockable condition. To be eligible for a refund, the returned item must be:

  • Unused and unworn — with no signs of use, wear, or laundering;
  • Perfectly clean — free of hair, makeup, skin oils, lotions, sweat, odor, stains, dust, pet hair or any other soiling;
  • Undamaged — not stretched, torn, cut, pilled, discolored, or otherwise altered;
  • Complete — including every gel insert, component, tag, and accessory it shipped with;
  • In its original, undamaged packaging.

Any item that reaches us dirty, soiled, stained, odorous, used, worn, damaged, incomplete, or in any condition we cannot immediately re-stock and re-sell will be rejected. In that case no refund will be issued. The item may be shipped back to you at your expense, or, at your request, disposed of. For hygiene and health reasons, a used or soiled personal-care item cannot be resold and is therefore non-refundable.

Return shipping

Unless the return is the result of our error (you received a defective, damaged, or incorrect item), return shipping is the customer's responsibility, and original shipping charges are non-refundable. We strongly recommend a tracked and insured service — we cannot refund an item we do not physically receive, and we are not responsible for returns lost in transit.

Inspection & refunds

Every return is inspected on arrival. If it passes inspection and meets all conditions above, we will approve your refund to the original payment method within 10 business days of approval; your bank or card issuer may need additional time to post it. If a return fails inspection, we will notify you, the refund will be declined, and the item will be handled as described under "Condition requirements" above.

Damaged, defective, or wrong items

Please inspect your order the moment it arrives. If your item is defective, damaged in transit, or incorrect, contact us within 48 hours of delivery at info@coolhalo.com with your order number and clear photos of the item and packaging, so we can evaluate it and make it right — normally with a free replacement or a full refund. Claims made after 48 hours may not be honored.

Non-returnable items

For hygiene and other reasons we cannot accept returns on: used or opened items that are not defective; final-sale, clearance, or discounted items; and gift cards.

Exchanges

The fastest way to get a different color is to return the eligible item and, once your return is approved, place a new order.

Please contact us before opening a dispute

If anything is wrong with your order, contact us first at info@coolhalo.com — the overwhelming majority of issues are resolved within one business day. Opening a chargeback or payment dispute without first contacting us and giving us a fair opportunity to resolve the matter is a breach of these terms and of our Terms of Service, which you accept at checkout. Where a dispute is opened, we reserve the right to defend it in full and to submit this policy, your acceptance of it at checkout, delivery and tracking confirmation, and all correspondence as evidence.

European Union — 14-day cooling-off period

If your order is shipped into the European Union, you have the statutory right to cancel or return your order within 14 days of delivery, for any reason and without justification. As above, the item must be returned in the same condition in which you received it, unused and complete, with proof of purchase. This statutory right is not affected by the conditions above.

Questions

Email us any time at info@coolhalo.com and we'll be glad to help.