Refund Policy
30-Day Money Back Guarantee
30 Days
Return window
Full Refund
Money back guarantee
No Questions
Hassle-free process
24/7 Support
Customer service
1. 30-Day Money Back Guarantee
We stand behind the quality of our products. If you're not completely satisfied with your purchase, you can return it within 30 days of delivery for a full refund, no questions asked.
2. Eligibility for Returns
To be eligible for a return, your item must meet the following criteria:
- Item is in original, unused condition
- Original packaging and tags are intact
- Proof of purchase (receipt or order confirmation) is provided
- Return request is made within 30 days of delivery
3. Non-Returnable Items
The following items cannot be returned:
- Used or damaged products
- Products without original packaging
- Customized or personalized items
- Items purchased from third-party sellers (Amazon)
4. How to Return an Item
- Contact Customer Service:support@colduck.com with your order number and reason for return
- Receive Return Authorization: We'll send you a return authorization number and shipping instructions
- Pack Securely: Pack the item in its original packaging with all accessories
- Ship the Package: Send the package to the address provided (customer pays return shipping unless item is defective)
- Track Your Return: Keep your tracking number for reference
5. Refund Process
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved:
- Refund is processed to your original payment method
- Processing time: 5-10 business days
- Bank processing may add additional 3-5 business days
- Original shipping charges are non-refundable
6. Exchanges
We offer exchanges for defective or damaged items. If you need to exchange an item for the same product, contact us at support@colduck.com.
- Exchanges for same item: Free return shipping
- Price difference: Charged or refunded as applicable
- Out of stock: Full refund offered
7. Defective or Damaged Items
If you receive a defective or damaged item, please contact us within 7 days of delivery. We will provide a prepaid return label and send a replacement at no cost to you.
- Report within 7 days of delivery
- Provide photos of damage/defect
- Prepaid return label provided
- Replacement shipped immediately or full refund
8. Late or Missing Refunds
If you haven't received your refund after 10 business days:
- Check your bank account again
- Contact your credit card company (processing times vary)
- Contact your bank (some delays occur)
- If still unresolved, email support@colduck.com
9. Contact Us
For questions about returns or refunds, please contact our customer service team:
Email: support@colduck.com
WhatsApp:+44 7732237944
Hours: Mon-Fri 9AM-6PM HKT