General 1 – year warranty for products of manufacturer – Coolgeek

1.Return and Refund(Limited within warranty period)

 

Foreword: Before requesting a return, refund, or exchange, please ensure that the product has not been used, installed, or damaged (except for damage incurred during shipping). We will inspect products returned to our warehouse, and if any of the above conditions are met, we reserve the right to refuse the customer's request.

 

①.Return and Refund:

Within 30 days of receiving the product, if there is a quality issue that affects normal use and we determine it cannot be resolved through a standard replacement, we are obligated to provide a return and refund service.

 

In case of shipping damage or loss, please contact our after-sales team. We will send you replacement parts or arrange for an exchange. However, if the product is not damaged on main body or the issue can be resolved, we will not accept returns, refunds, or exchanges. In such cases, returns and refunds will be processed as unauthorized returns.

 

Non-Quality Related Returns: For returns not due to product quality issues, a 20% handling fee will apply, and the customer will be responsible for all shipping costs.
Quality-Related Returns: For returns due to product quality issues, a reduced handling fee of 9% will apply, and we will cover the shipping costs.

 

Note: All return and refund operations need to be initiated by contacting info@coolgeekdesign.com and our customer service team will create a return order. Unauthorized returns will not be accepted.

 

②.Exchanges:

If the order was placed within 12 hours and the shipping confirmation email has not been received, we offer free exchange services. If the exchange request is made during or after shipping, the customer will need to pay for the round-trip shipping costs (estimated by our customer service team).

 

③.Order Cancellations:

If the order was placed within 48 hours and the shipping confirmation email has not been received, we offer a no-reason cancellation service but will deduct a 6% bank processing fee.

For those out of 48hrs but not shipped out yet, since we have started the outbound process, the cancellation of the order will incur an operating fee of 20% of the purchase price.

Once the product has been shipped, cancellations will incur a 20% handling fee of the purchase price plus round-trip shipping costs (same as for unauthorized returns and refunds).

 

2.Refund Notice:

For all refunds, regardless of the amount or reason, we need 1-2 business days to process them. Once our process is complete, you will receive a refund confirmation email. This means the funds have been debited from our account. However, it may take an additional 5-15 business days for the funds to appear in your account, depending on your payment account's bank's refund policy. In total, from the time you communicate with our customer service team to when the funds are officially back in your account, this process may take 1-3 weeks.

 3.IMPORT TAXES AND CUSTOMS

 

Depending from where you are you might have to pay import taxes in your country. Be advised. Coolgeek does not include import taxes in purchase price or shipping costs. You might have to pay them. We can send you invoice in advance so you can check with local authorities before you make a purchase.