Refund policy

We offer a 7-day replacement policy, which means you have 7 days from the date of delivery to request a replacement if your item arrives damaged, defective, or incorrect.

If you receive a product that is damaged, defective, or different from what you ordered, we will replace the item free of cost, including bearing the return shipping charges and the cost of sending the replacement product.

To be eligible for a replacement:

  • The request must be raised within 7 days of delivery.

  • The product must be unused and in the same condition in which it was received.

  • The item must be returned in its original packaging with tags and all included accessories.

  • You must provide proof of purchase (order confirmation or receipt).

  • In some cases, we may request photographs or videos of the product to verify the issue before approving the replacement.

To initiate a replacement request, please contact us at support@thecoolthing.in with your order number and details of the issue.

If your request is approved, we will provide instructions for returning the item. We may arrange a reverse pickup or provide a return shipping label, depending on your location.

Items sent back to us without first requesting a replacement will not be accepted.

Inspection of Orders

Please inspect your order immediately upon delivery and notify us within 7 days if:

  • The item is damaged

  • The item is defective

  • You have received the wrong product

This allows us to evaluate the issue promptly and arrange a replacement.

Non-Returnable / Non-Replaceable Items

Certain categories of products are not eligible for return or replacement, including but not limited to:

  • Perishable goods (food, flowers, plants)

  • Custom or personalized products

  • Personal care items (such as beauty or hygiene products)

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

Additionally, sale items or clearance items may not be eligible for replacement unless they arrive damaged or defective.

If you are unsure whether your item qualifies, please contact us at support@thecoolthing.in before initiating a request.

Exchanges

We do not offer direct exchanges. If you would like a different product, you may place a new order separately once your replacement request (if applicable) has been processed.

Refunds

Refunds are not applicable under the replacement policy, except in cases where:

  • A replacement product is not available, or

  • The issue cannot be resolved through replacement.

In such cases, once the returned item is received and inspected, the approved refund will be processed to your original payment method within 10 business days.

Please note that it may take additional time for your bank or payment provider to process and reflect the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@thecoolthing.in.