Refund policy
Cool Breath™ Refund and Returns Policy
1. General Policy
At Cool Breath™, we want you to be completely satisfied with your purchase. We strive to make the returns and claims process as simple and transparent as possible.
If you’re experiencing an issue with your order and are considering requesting a refund, please contact our Customer Service team first.
In many cases, we’re able to provide support, refunds, or replacements much faster than the chargeback process allows.
Our goal is to make sure you're satisfied—and we're confident we can help.
Opening a chargeback without reaching out to us first may delay resolution and limit the options we can offer.
This Refund and Returns Policy ("Policy") applies to all purchases made on https://trycoolbreath.com ("Site").
By purchasing from our Site, you agree to the terms outlined below.
2. Change of Mind Returns
You may return eligible products within fourteen (14) days from the date of delivery for a refund or exchange, subject to the following conditions:
- Products must be unused, unopened, and in their original condition and packaging.
- Proof of purchase (receipt or order confirmation) is required.
Products excluded from change of mind returns include:
- Digital Gift Cards.
Contact our Customer Support team with photos of your unopened products and valid proof of purchase from trycoolbreath.com and wait for approval before sending them back to us.
We do not provide prepaid shipping labels, and original shipping costs are excluded from the refund.
Ensure your return has a tracking number and send it through to our team so we can confidently track your order back to our warehouse.
Refunds are provided back to the original method of payment once it has been received and passed inspection from our warehouse.
Important:
Do not return products directly to our warehouse without prior authorization. Please contact our Customer Care Team at hello@trycoolbreath.com for return instructions.
3. Non-Returnable Items and Exceptions
We reserve the right to reject returns in the following circumstances:
- Products not in their original condition, damaged, or missing parts for reasons not due to our error.
- Items returned more than ninety (90) days after delivery.
- Any digital Gift Cards.
4. Refund Processing
Upon receipt and inspection of your returned product:
- You will be notified by email regarding the approval or rejection of your refund.
- Approved refunds will be processed to your original method of payment within thirty (30) days.
Late or Missing Refunds:
If you have not received your refund within the expected timeframe:
- Recheck your bank account and contact your card issuer.
- Contact your bank, as processing times may vary.
- If unresolved, please contact us at hello@trycoolbreath.com.
5. Missing Items
In the event that an item is missing from your delivered order, you must notify Cool Breath™ within 7 days of receipt of the package.
To report a missing item, please contact our Customer Care Team at hello@trycoolbreath.com and provide:
- Your full name; and
- Your order number.
Upon receipt of your notification, we will promptly review the matter, including verification through warehouse security and dispatch records.
Following our investigation, and at our sole discretion, we may:
- Arrange for the shipment of the missing item at no additional cost to you; or
- Issue a voucher or credit of equivalent value to be used toward a future purchase.
Failure to report a missing item within 7 days of delivery may affect your eligibility for replacement or compensation.
6. Faulty Product Claims
If you receive a defective or incorrect product, you may initiate a Faulty Product Claim.
We reserve the right to decline a claim where the fault is due to misuse, neglect, or unauthorized modifications.
How to Make a Claim:
Our Faulty Product Claims process consists of three stages:
Stage 1: Troubleshooting
- Contact us at hello@trycoolbreath.com with your full name, order number, best contact information, and a brief description of the issue.
- Our Customer Care Team may provide troubleshooting advice.
Stage 2: Photo/Video Assessment
- If troubleshooting does not resolve the issue, you will be asked to submit clear photos or videos demonstrating the fault.
- Claims are assessed within fourteen (14) business days.
- If approved, a replacement product will be provided.
Stage 3: Resolution
- If a replacement is not possible, an alternative resolution may be offered at our discretion.
Please retain the faulty product until the claim is fully resolved.
7. 90-Day Money-Back Guarantee (If Applicable)
Certain products are covered by a 90-Day Money-Back Guarantee, expressly stated on the relevant product page.
Terms:
- The 90-day period begins upon confirmed delivery of your order.
- Products must be returned at the customer’s expense to our facility in Europe or United States (depending on customer's address).
- Any customs clearance charges or shipping label costs will be deducted from the final refund amount.
To initiate a return under the Money-Back Guarantee, please contact hello@trycoolbreath.com and follow the provided directions.
8. Replacements
Replacements are only available for products that are defective or damaged.
To request a replacement:
- Contact us at hello@trycoolbreath.com.
- Replacement are subject to product availability.
9. Order Cancellation
Customers may cancel an order within eight (8) hours of placement.
After this window, the order will be processed, and cancellation cannot be guaranteed.
If the order has already been dispatched:
- Customers must wait for delivery and initiate a return in accordance with the Change of Mind return policy.
10. Gift Cards
- Gift Cards are non-returnable, non-exchangeable, and cannot be redeemed for cash.
- Lost or stolen Gift Cards cannot be replaced.
- Refunds related to purchases made with a Gift Card will be credited back to the Gift Card.
- Gift Cards have no expiry date.
- Promotional discounts do not apply to the purchase of Gift Cards unless expressly stated otherwise.
11. Return Shipping Costs
Customers are responsible for:
- All return shipping costs.
- Any customs duties or clearance fees associated with returning products to our European or American facility.
Shipping and customs fees are non-refundable.
We strongly recommend using a trackable shipping service or purchasing shipping insurance for items valued over $75.
We are not responsible for returns lost in transit.