Returns & Refunds
Please read the Returns Policy below before placing your order with The Cool Ice Box Co. in case you wish to return your order for any reason:
Damaged, Defective or Incorrect Goods
In the unlikely event that The Cool Ice Box Co. sends you a damaged, defective or incorrect order; we will of course replace or refund your purchase in full. If you are returning an item to us because it is damaged, defective or due to an error on our part, you must return it within 14 days of receiving your order in unused condition and the carton in which it arrived. The Cool Ice Box Co. will refund you the cost of the item, the cost of delivery and the cost of returning the item in the same form of payment originally used for the purchase (e.g. if you paid by Visa, the money will be refunded onto your Visa card). We will also refund the cost of gift-wrapping and other services provided to you in connection with your purchase, where applicable. All refunds are made within three weeks of our receiving the returned item. If you have received a damaged, defective or incorrect order and require a replacement order to be sent to you, you must also return the original item to The Cool Ice Box Co. within 14 days of receiving it. We reserve the right to charge you the price of the replacement item if you fail to return the original item to us within this time.
On notification of a damaged item or faulty item we request customers to email us a photo of the damage and the carton in which the cooler was received, in order that we can ascertain when damaged was caused.
Please Note The Cool Ice Box Co. will check all items that are returned as damaged or defective. In the event that we find no fault with any item, we reserve the right to recover the cost of the item and our expenses from you.
Simply Changing Your Mind
By law, customers in the European Union have the right to withdraw from the purchase of an item within a "cooling off period" of fourteen days after the item has been received but not opened or used. If you choose to return an item to The Cool Ice Box Co. during this cooling off period and there has been no error on our part, we will refund you the cost of the item only and charge an administration fee of £10 per return. The Cool Ice Box Co. will not, however, refund you the cost of returning the item to our offices unless you are returning it because it is damaged, defective or because of an error on our part.
Although you are not required to give any explanation for returning the product during this cooling off period, The Cool Ice Box Co. appreciates all positive and negative feedback from our customers in order to help us improve our products and services for the future.
No Refunds will be given to coolers that are not returned in their original carton.
The Cool Ice Box Company Ltd reserves the right to refuse any returns. This does not affect your statutory rights.
VAT Refunds on medical products purchased will be refunded on receipt of a Government VAT claim form which can be downloaded from HMRC website for eligible persons. Please note due to the time taken to complete the refund we charge an administration fee of £10 per application.