Refund Policy
We value every customer and want you to have a satisfying shopping experience with us. Please read our Return & Refund Policy carefully before making a purchase. This policy clearly explains when and how you can request a cancellation, return, or refund.
1. Order Cancellation
We accept order cancellations before the product is shipped or produced.
If your order is cancelled before shipment, you will receive a full refund.
Once the product has been shipped, the order cannot be cancelled.
If you wish to cancel an order, please contact us as soon as possible via email with your order number so that we can assist you promptly.
2. Returns
For hygiene and safety reasons, we cannot accept returns for products that are not defective or incorrectly shipped.
This policy ensures that all customers receive products that meet the highest standards of safety and cleanliness.
Returns are only accepted under the following circumstances:
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The product received is damaged during shipping.
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The product received is incorrect or not as described.
If your return meets one of these conditions, please contact us within 14 days of delivery with the following details:
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Your order number
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A clear photo showing the product issue
We will review your request and offer a replacement or a full refund, based on your preference.
Returns Address:
c/o 2221 Remington Ave
Ontario, CA 91762
USA
3. Damaged / Incorrect Product & Shipping Issues
If you receive a damaged or incorrect item, please email us at our customer support address with:
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Your order number
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A photo or video clearly showing the issue
Once confirmed, we will offer a free replacement or full refund according to your choice.
All requests must be submitted within 14 days of delivery.
If the issue is due to our error, we will cover all shipping costs for the return or reshipment.
If the return is due to a personal reason (for example, ordering the wrong product or changing your mind), the customer will be responsible for the return shipping fee.
There is no restocking fee for any returns.
4. Return Shipping Instructions
Please do not ship your return back to the original shipping address unless instructed by our customer service team.
Once your return request is approved, you will receive the correct return address and instructions via email.
Returns sent without prior authorization or to the wrong address may not be accepted or refunded.
Customers are required to include a label or note with the order number inside the return package to ensure proper processing.
5. Refunds (If Applicable)
Once your return is received and inspected, we will send you an email notification confirming receipt.
We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and automatically applied to your original method of payment within 3–20 business days, depending on your bank or payment provider.
If the consumer cancels the order before shipment, a full refund will be issued to the original payment method.
6. Late or Missing Refunds
If you have not received your refund after 20 business days:
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Check your bank account again.
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Contact your credit card company — it may take additional time before the refund is officially posted.
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Then contact your bank. Processing times may vary between institutions.
If you have completed all of these steps and still have not received your refund, please contact us for further assistance.
7. Additional Notes
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Returns caused by consumer preference or incorrect purchase are subject to customer-paid shipping.
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Returns due to product defect or incorrect shipment are fully covered by us.
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We do not charge any restocking fees for any returned items.
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Refunds can only be issued to the original payment method.
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This Return & Refund Policy complies with consumer protection requirements in the United States and European Union.
Contact Us
If you have any questions about our Return & Refund Policy or need help with your order, please contact our customer service team:
Email: service@ucoolme.com
Response time: We aim to respond to all inquiries within 1–2 business days.