Refund policy

This document was last updated on February 22, 2021

This Refunds policy regulates the relationship between the Buyer and the Seller in terms of Goods returns and money refunds.

Please read carefully the Refunds Policy for Buyers and Sellers of Coolorca Online Marketplace. The policy determines the terms and conditions for all returns and refunds.

The goods, purchased on Coolorca Online Marketplace, can be returned to the Seller. The Buyer is entitled to a refund, full or partial, according to the conditions described below.

Coolorca Marketplace is designed for buying and selling goods online, not for exchanging goods. If a Buyer wants to exchange the Goods that they have already purchased on Coolorca Marketplace and they are not satisfied with the Goods – we recommend they return the Goods, apply for a refund and make a new purchase instead.

We're so convinced you'll absolutely love our products, that we're willing to offer a 14 days’ risk free money back guarantee. If you receive your order and are not satisfied for any reason you can return the product for a refund within 14 days of making a purchase.

Perishable goods are completely exempt from being returned.

Proof of purchase

To complete your refund, we require a receipt, purchase order or other proof of purchase. Please note that without the aforementioned proof of purchase, we will not issue a refund.

Sale and clearance items

Only regular priced items may be returned, unfortunately sale or clearance items cannot be returned.

Order cancellation, partial and full cancellation

A Buyer can cancel the order fully, i.e. all the items in the order, or partially, i.e. only some items on the order. Partial cancellations can affect the cost of shipment or conditions of delivery, which Coolorca Online Marketplace have no control over. It is the Buyer’s due diligence to be aware of such changes. If a Buyer places several orders and then cancels some of them, each order and cancellation will be processed separately.

Refunds

When a Buyer cancels their order completely – they can receive a full refund. When the Buyer cancels only a part of their order – they can apply for a partial refund proportionate to the amount of the cancelled Goods.

If a Buyer returns Goods purchased under multiple orders – the refunds will be processed separately for each order.

How do I get my money back?

1. Contact the Seller. All your purchased items are saved in your order history. Choose the one you wish to return and contact the Seller with your claims.
2. Get the Seller’s response. The Seller has 3 days to contact you back and provide you with a solution and request the return shipping. Please allow reasonable waiting time for the return shipment. After that it may take 3 working days to issue the refund, and the actual date of the money paid into the Buyer’s account may depend on the Buyer’s bank terms and conditions.
3. Report. If the Seller does not provide a solution – raise an issue with Coolorca Admin using your Order history, we will process your issue within 15 days.

Shipping items

You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.

Contacting us

If you would like to contact us concerning any matter relating to this Refund Policy, you may send an email to refund@coolorca.com

Buyer Protection and money back guarantee:

We promise your money back if the item you received is not as described, or if your item is not delivered within the buyer protection period. You can get a refund 14 days after the claim process finishes. This guarantee is in addition to and does not limit your statutory rights as a consumer, as granted by all mandatory laws and regulations applicable in your country of residence.

Your purchase is protected if:

1). your account is in good standing.
2). the item was purchased on our platform.
3). you raise a claim by opening a dispute.
4). your order did not arrive not due to factors related to the buyer.
5). your item is returned to the seller due to customs duties!* (customs clearance/taxes are not included)
6). the item you received was damaged/defective/substantially different from the item represented on the product detail page.

What You can to do:

1. You can contact Seller: discuss the issue with the seller and see possible solutions.
2. You can apply for refund: if you can't come to an amicable agreement after contacting the seller, simply raise a claim by opening a dispute within 14 days following the delivery of your order or the end of the package receipt confirmation period (as listed in your order details).
3. You can get money back in 14 days, most sellers will return your money in 14 days. If it's not resolved, you can contact refund@coolorca.com to escalate your dispute.

Free Return Sellers that offer "Free Return" service will have "FreeReturn" icon on their item details page. With "FreeReturn" service, you get an extra 14 days (on top of the on-time delivery date) to decide if you want to keep or return the item for any reason, as long as they are unused, unwashed and in their original condition – complete with the original packaging, tags, etc.

More specific conditions for the return of items, you can check directly with the seller.

The seller can choose whether or not to offer this extra service ("Free Return"). Sellers that offer the Free Return service will have a label or icon on their product details page confirming this service is available.

Some of Items will be processed at a local warehouse, instead of being sent back to the seller’s country of origin.

Not all countries have Free Return service. At present, supported countries include the mainland territories of the United States, Canada, Australia, United Kingdom, France, Spain, Germany, Russia, South Korea, Saudi Arabia, UAE, Italy, Netherlands, Poland, Brazil and Israel.

The seller must comply with other relevant legal requirements (warranty, return, etc.) that may be applicable depending on your location as buyer. For instance, in most EU countries you will generally have a 2-year legal conformity warranty and a 14-day right to return (please note that in case of return, the buyer must bear the cost of returning the products to the seller).

When do I get my money back?

a. Instant return. If a Buyer cancels the order before the Goods have been shipped – the money will be returned immediately. The money is blocked on the Buyer’s credit card or payment account for 6 hours after the moment of purchase. If the order is cancelled within these 6 hours – the refund can be given immediately. The cancelled order disappears from the Buyer’s purchase history and cannot be retrieved.

If a Buyer cancels only a part of their order – the amount blocked on the payment account is reduced accordingly.

The full information on the amount blocked and released and paid to Coolorca Online Marketplace will appear on the Buyer’s bank statement. It make take 5-7 working days for these changes to show on your bank statement.

b. Regular return. When returning the goods to the Seller – allow sufficient time for the return shipment. Afterwards the Seller has 7 working days to examine the returned goods and process the refund, which may take up to 3 working days. The actual day of the refund paid into the Buyer’s account may depend of the policy of the customer’s bank.

Return conditions.

I. Buyer can return goods that are damaged or not fit for purpose (except "Non-returnable" product categories).

A Buyer can return all Goods that are damaged or not fit for purpose (except "Non-returnable" product categories) within 7 days after receiving the Goods. All returns are to be communicated directly to the Seller using your account and CO messaging system.

Describe the problem with your goods. Quote your full order number and product code.
Provide a clear photo or video showing the problem with your product. The images needs to be taken in good lighting, well focused, and must show the item, its labels and tags, packaging, and the defect that is the reason for the return.
Choose carefully. It is the buyer’s due diligence to choose the correct size for apparel, shoes, etc. If the Seller sent out a wrong size by mistake – the Seller must offer a free exchange. If the buyer chose a wrong size – they may request an exchange, but cover the shipping costs.

Items in lingerie, swimwear, underwear and earrings/piercing will not be accepted for exchange/returns for hygiene reasons. For items to be considered damaged or not fit for purpose The Buyer needs to apply for a refund within 3 days after receiving the Goods, and the Goods need to match one or several descriptions below.

The packaging of the Goods has been obviously damaged and the Goods have been exposed to environmental influence;
Manufacturer’s packaging has been damaged or removed, thus causing reasonable doubt about the origin of the Goods;
The Goods are physically damaged and show clear signs of deterioration;
The Goods do not match their description or photos on Coolorca.com website (disputes regarding nuances of colour and other details will be addressed by Coolorca Marketplace administration);
The Goods delivered are incomplete and obviously missing essential parts and therefore cannot be used;
The Goods are not suitable for intended use under normal conditions (this does not include the Goods that do not meet the Buyer’s expectations).

All such goods will be returned to Seller and checked for their factual condition. The Seller has 7 working days for the checks. If the returned Goods meet the above requirements – the refund will be processed by the Seller within 3 working days on receiving the Goods.

If the Goods do not meet any of the requirements – Coolorca Marketplace administration will contact the Buyer to discuss the details.

II. Any Goods (except "Non-returnable" product categories) purchased on Coolorca Marketplace that do not meet the Buyer’s expectations can be returned if:

The Goods show no signs of being used;
Any software purchased with us has not been installed;
The Goods look new;
The manufacturer’s packaging has not been damaged, if applicable;
The Goods are fit for purpose and suitable for intended use;
The Goods are not past their expiry date, if applicable;
For Goods that come in a set - the Buyer returns the full set (if you buy a book of two volumes – you return both the volumes).

The Buyer must apply for such refund within 7 days on receiving the items. Please contact the Seller with your request for a refund. The Seller can ask you to provide a confirmation that the item is a suitable condition and its packaging is intact.

«Non-returnable» product categories:

- products of the Category "Offers Refurbished"
- personal care.
- personal care appliances.
- all inner apparel, socks, gym supporters, guards, swimsuits.
- fertilizers, seeds, etc.
- beauty (item is non-returnable due to hygiene and personal care nature of the product).
- household supplies.
- all cleaning, painting & decor supplies.
- family Nutrition.
- vitamin and mineral supplements.
- contact lenses and related products
- health care products.
- medicines
- grocery & gourmet
- lingerie/socks/inner-wear are non-returnable due to hygiene conditions. However, in the unlikely event of a damaged, defective or different item delivered to you, we will provide full refund or replacement if available.
- gold and jewelry.
- car tires, car care, chemicals & fluids, engine oils
- occupational health & safety products (masks, gloves, safety glasses etc.)
- lead-acid batteries.

Products of the above categories - non-returnable - will not be accepted for exchange/returns. But, If you've received a non-returnable product in a damaged/defective condition, you can contact Seller within 7 days from the delivery of the product.

Shipment and returns.

Coolorca Online Marketplace is not responsible for the shipment arrangements between the Buyers and the Sellers. The Buyer chooses the shipment options and costs at their own discretion and it is the Buyer’s due diligence to read and understand the shipment conditions.

Sellers may offer Free Shipment for their Goods, depending on the country of dispatch and delivery. The listing will state clearly Free Shipment (may specify certain countries or areas).

Free Shipment option may include Free Return as well. In this case the item listing will clearly state Free Return. A Free Return order can be returned to the Seller within 7 days (for some type of items-clarify with Seller) after the delivery date, if the Goods have not been used and have all the original packaging and tags, etc.

In all other cases, the shipment costs are to be clearly displayed on the listing, and are a part of the Buyer-Seller sale agreement. The listing must clearly state if the delivery or return shipment is free or paid.

Sellers are free to contract dispatch companies and local pick-up and door-to-door delivery services at their discretion. The delivery method must be clearly stated on the listing.

The warranty conditions are determined by the buyer’s country of registration. Standard warranty on most white goods in the EU is 2 years. Please consult the Seller for detailed information on warranty conditions in your country.

Disputes.

All disputes should be settled amicably and the Seller will make every effort to provide a Buyer with an acceptable solution. It is Buyers’ due diligence to be aware of the returns and shipment policies of Coolorca Online Marketplace and the Seller, of the warranty conditions and restrictions applied to the Goods in their country.

If a dispute cannot be settled amicably, either party may raise an issue with Coolorca administration, and the dispute will be settled within 15 working days.

* Customs duties:
You're (the recipient) responsible for assuring the product can be lawfully imported to the destination, when ordering from Coolorca.com, Inc. You (the recipient) is the importer of record and must comply with all laws and regulations of the destination. Orders shipped outside country-seller may be subject to fees levied by the destination country/customs duties/import taxes.(which are levied once a shipment reaches the recipient's country). All additional charges for customs clearance must be fulfilled by the recipient. Coolorca.com, Inc. has no control over these charges. Coolorca.com, Inc. can not predict what they may be. For more information - you should contact your local customs office.