I've received a poor quality product. What should I do?

If you've received a low-quality, defective or a damaged product, we'll do our best to sort it out. But make sure to contact the Coolbe support team ASAP.

How to do that?

Go to My orders.
Select the order you're having problems with.
Click on the Support button to the right.
Describe the issue and attach a photo/video highlighting it.

Please mind that:

• Quality complaints are accepted only within 30 days after the product is delivered.
• Quality warranty will not apply to the cosmetics'/make-up goods' effect.
• Quality warranty doesn't cover defects or malfunction of personal items (e.g. toothbrushes, adult category products, etc.) that got revealed during their use, due to inability to confirm the actual cause is not connected to improper maintenance or failure to follow operating instructions.
• Our support team may request a photo of the package the product arrived in. Make sure to keep it.
• You may also be asked to provide additional photos/videos, that are required to resolve the issue in your favour Despite the Coolbe voluntary guarantee, you have the right to contact the seller within 2 years from the date of product delivery, and enforce your statutory rights if the product you received is not in conformity. More information under section 17 of the Terms of Use.

Can my request for a refund be rejected?

Yes, in cases below, but not limited to:
• When it has been more than 30 since the product was received
• You provide false or misleading evidence, information or untruthful statements to the Coolbe support team, or refuse to follow any instructions for provisions of evidence or product return
• The evidence you provide are inconclusive, edited or depict picture a different product
• You've disposed, destroyed or mishandled the item/destroyed it without the support team's authorisation
• You endeavorued to edit or perform repair without contacting the Merchant or Coolbe under the voluntary quality guarantee policy.

How do I get my money back?

Your money will return to your card/account within 14 days after a refund is issued.