Return & Refund 

Unopened and unused products in their original packaging may be returned to us within 30 days from the purchase date.

To be eligible for a return, we only accept items purchased directly from koolformen.com; your item must be in the same condition that you received it, unopened or unused may be returned within 30 days from purchase date, and in its original packaging. You'll also need the receipt, proof of purchase or order number. 

To initiate the process, please email us at returns@koolformen.com, with details of your order and the item you wish to remit. If your request is accepted, we will send you a return shipping label with instructions on how and where to send your package. Buyers are responsible for paying the return shipping costs.

Returned items without pre-authorized confirmation from us will not be accepted.

For any return questions, please contact us at returns@koolformen.com  

Damages and issues 

Please inspect your order upon receipt and contact us promptly if there are any issues (i.e. the order is incorrect; the item is defective or damaged) and we will be happy to assist.

E-mail: returns@koolformen.com  

WhatsApp: +852 5722-5665

Exchanges 

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted and processed, we will refund you to the original payment method.

If you want a different item, you need to place a new order.
Please reach out and we will be delighted to answer any questions or concerns to ensure you get the best suitable product for you.

Refunds 

Once the return is accepted and processed, we will refund you to the original payment method. Refunds can take up to 6 weeks to be reflected in your account, depending on your bank.

Exceptions / non-returnable items 
Certain types of items cannot be returned due to hygienic concerns. Please get in touch if you have questions or concerns about your specific item. 
Unfortunately, we cannot accept returns on sale items or gift cards.