Refund policy

Thank you for shopping at CoolNest.online. We want you to feel confident when purchasing our USB mini desk fans, portable cooling devices, accessories, and related products.

This Return and Refund Policy explains the conditions under which products may be returned, exchanged, replaced, or refunded.

1. 30-Day Return Policy

We offer a 30-day return period for eligible products.

You may request a return within 30 calendar days from the date your order is confirmed as delivered by the shipping carrier.

To qualify for a return, the product must:

Be in its original or reasonably resalable condition.
Be unused or only inspected to the extent reasonably necessary.
Include all original accessories, charging cables, manuals, packaging, and promotional items.
Be accompanied by proof of purchase or a valid order number.
Not show signs of misuse, unauthorized repair, excessive wear, accidental damage, or improper handling.

Returns requested after the 30-day period may not be accepted unless required by applicable law.

2. Free Returns

CoolNest.online provides free return shipping for eligible returns approved under this policy.

Customers must contact us before returning an item. We will provide return instructions and, where applicable, a prepaid return label or another approved return method.

Packages returned without authorization may be delayed, refused, or sent back to the customer.

3. How to Request a Return

To begin a return, contact us at:

Email: support@coolnest.online
Phone: +1 (250) 888-0154

Please include:

Your full name.
Your order number.
The email address used during checkout.
The product you wish to return.
The reason for the return.
Clear photographs or videos if the product is defective, damaged, incomplete, or incorrect.

Our customer support team will normally review your request within two business days.

4. Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

The product arrives damaged.
The product does not function as reasonably expected.
Parts or accessories are missing.
You receive the wrong product, model, colour, or quantity.
The package appears to have been damaged during transit.

We may ask for photographs, videos, packaging images, shipping-label images, or a brief description of the issue so that we can verify the claim.

Once approved, we may offer one or more of the following remedies:

A replacement product.
Replacement parts or accessories.
A full refund.
A partial refund.
Store credit, where accepted by the customer.

You will not be charged return shipping for an approved damaged, defective, or incorrect item.

5. Change-of-Mind Returns

Eligible products may be returned within 30 days if you change your mind.

The item must remain complete, clean, undamaged, and suitable for resale. Products that have been materially used, altered, damaged, or returned without important components may be refused or may receive a reduced refund where permitted by law.

6. Non-Returnable Items

The following items are generally not eligible for return unless defective, damaged, incorrectly supplied, or otherwise required by law:

Gift cards.
Downloadable or digital products.
Final-sale products clearly identified as final sale before purchase.
Products modified or personalized at the customer’s request.
Products damaged by misuse, neglect, liquid exposure, incorrect voltage, improper charging, unauthorized repair, or failure to follow instructions.
Items returned without the principal components or accessories originally included.
Products that present a health or safety concern due to their condition.

Final-sale designation does not limit any rights that cannot legally be excluded.

7. Order Cancellations

Orders may be cancelled before they enter processing or shipment.

To request a cancellation, contact us immediately at support@coolnest.online.

We cannot guarantee cancellation after an order has been processed, packed, transferred to a carrier, or shipped. If the order has already shipped, you may request a return after delivery.

8. Refund Processing

Once your return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method whenever reasonably possible.

Please allow:

Up to five business days for our internal processing.
Additional time for your bank, card issuer, payment provider, or financial institution to post the refund.

Original shipping charges are not applicable because CoolNest.online currently offers free worldwide standard shipping.

9. Partial Refunds

A partial refund may be considered where permitted by law if:

The product is returned with avoidable damage.
Important accessories, manuals, cables, or components are missing.
The product shows use beyond reasonable inspection.
The item has materially decreased in value due to customer handling.

We will explain any proposed deduction before completing the refund.

10. Lost Return Shipments

Customers must use the return method provided or approved by CoolNest.online.

We are not responsible for returns sent through an unauthorized, untracked, or incorrectly addressed shipping method.

Keep the return receipt and tracking information until your refund has been completed.

11. Exchanges

Where stock is available, an eligible product may be exchanged for the same item or another product of comparable value.

If the requested replacement is unavailable, we may offer:

A refund.
Store credit.
An alternative product accepted by the customer.

12. Refused or Undeliverable Packages

If an order is refused, abandoned, or returned because the customer provided an incomplete or incorrect address, we may contact the customer to arrange redelivery or refund.

Additional costs caused by incorrect customer information may be deducted from the refund where permitted by law and disclosed to the customer.

13. Consumer Rights

This policy is intended to supplement, not replace, any mandatory consumer rights available under applicable law.

In British Columbia, merchants may establish their own voluntary return policies, but additional statutory cancellation or refund rights can apply to certain online transactions, including some situations involving late or undelivered goods.