At CoolFan , customer satisfaction is important to us. We are committed to helping you resolve any issues with your order as fairly and efficiently as possible.

Since all our products are made to order, please review the following policies carefully before placing your order.

For assistance, please contact our customer support team:

Email: support@coolshophub.com

1. MADE-TO-ORDER PRODUCTS

All CoolShop products are made to order, meaning production begins only after an order has been placed.

This applies to both personalized and non-personalized products.

Because each item is produced specifically for your order, we generally do not accept voluntary returns or exchanges due to a change of mind, incorrect size selection, or personal preferences.

Exceptions apply to defective, damaged, incorrect, or misdescribed products and where required by applicable consumer protection laws.

2. ORDER MODIFICATIONS

We understand that mistakes can happen when placing an order.

Product Modifications: Within 24 Hours

You may request changes to your product details, including names, numbers, sizes, or other customization information, within 24 hours of placing your order.

Requests are subject to the production status of your order. Once the relevant production stage has begun, certain changes may no longer be possible.

Shipping Address Changes: Within Approximately 3 Days

You may request a shipping address correction within approximately 3 days of placing your order, provided the package has not been dispatched and the change is still technically possible.

Please contact us as soon as possible if you notice an error.

We cannot guarantee modifications once production or shipping arrangements have progressed beyond the point where changes are possible.

3. ORDER CANCELLATION

Our production process begins shortly after an order is confirmed. Cancellation requests are subject to the following conditions, where permitted by applicable law and disclosed before purchase.

Within 12 Hours of Purchase

A 10% cancellation fee applies to cover payment processing and initial order preparation costs.

The remaining 90% of the order value will be refunded.

Between 12 and 24 Hours After Purchase

A 30% cancellation fee applies because printing, material cutting, and other production activities may already have begun.

The remaining 70% of the order value will be refunded.

After 24 Hours

Orders generally cannot be cancelled after 24 hours because they have entered the production process and can no longer be stopped without significant material and labor losses.

These restrictions do not affect cancellation or refund rights provided by applicable consumer protection laws, including cases where we are unable to fulfill or ship an order as required.

To request a cancellation, please contact: support@coolshophub.com

4. WRONG SIZE OR PERSONAL PREFERENCE

We provide size charts and product descriptions to help customers make informed purchasing decisions.

Please review the size chart carefully before ordering.

If you select an incorrect size and receive the size you ordered, we generally cannot offer a voluntary return, exchange, or refund.

However, we understand that sizing mistakes happen.

As a gesture of goodwill, we offer a 20% discount on a new order if you need to purchase the product again in a different size.

This policy does not apply when we ship an incorrect size or when a product does not match its description. Such issues are handled under our defective or incorrect product policy.

5. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

We carefully prepare every order to ensure that the product matches the selected design and customization details.

However, if you receive a product with a manufacturing defect or an order fulfillment error, we are here to help.

Examples include:

• Incorrect names, numbers, or customization details.

• An incorrect product or size sent by our team.

• Significant printing defects or major color differences from the advertised product.

• Torn, damaged, or defective items.

• Products that materially differ from their description.

How to Report an Issue

Please contact us within 7 days of receiving your order whenever possible.

Include the following information:

1. Your order number.

2. A brief description of the issue.

3. Clear photos or videos showing the problem.

Our Resolution Process

Once the issue has been verified, our preferred solution is to produce and ship a replacement product at no additional cost to you.

Depending on the circumstances, we may also offer a full refund or an agreed partial refund.

If a replacement is unavailable, cannot be provided within a reasonable time, or a refund is required by applicable law, we will provide the appropriate refund.

The 7-day reporting period is intended to help us resolve problems promptly and does not limit any statutory consumer rights.

6. RETURNING DEFECTIVE PRODUCTS

For most damaged or incorrect products, clear photos or videos are sufficient for our support team to review the issue.

In these cases, customers generally do not need to return the original product.

For certain high-value items, we may request that the product be returned for further inspection.

If a return is necessary because of a verified manufacturing defect or our fulfillment error, we will arrange or cover reasonable return shipping costs as required by applicable law.

Please do not return any products without first contacting our customer support team for instructions.

7. ORDER NOT RECEIVED

Our standard estimated delivery timeframe for made-to-order products is 12–22 business days, including production and shipping.

Delivery times may vary depending on your location, customs processing, and shipping carrier.

If your package is delayed, please contact us so we can investigate its shipping status.

Orders Not Delivered After 60 Days

If your order has not arrived within 60 calendar days of purchase, please contact our customer support team.

After investigating the shipment, we will offer a free replacement or a full refund for confirmed lost or undelivered orders.

This policy does not automatically cover delivery problems caused by incorrect shipping information provided by the customer or missed delivery arrangements. Such cases will be reviewed individually.

We will also address delivery failures or delays earlier when required by applicable consumer protection laws.

If Tracking Shows "Delivered" but You Have Not Received the Package

Please follow these steps:

1. Confirm that the shipping address on your order is correct.

2. Check around your property, mailbox, porch, or other possible delivery locations.

3. Ask household members or neighbors whether they accepted the package.

4. Contact our support team if the package is still missing.

We will contact the shipping carrier to request delivery confirmation and available proof of delivery.

If the carrier cannot provide reliable proof of delivery and the package remains missing after investigation, we will arrange a free replacement, subject to applicable consumer rights.

If the carrier provides reliable evidence that the package was delivered to the correct address, we will review the evidence and circumstances before determining the appropriate resolution.

Every missing-package case will be reviewed fairly.

8. REFUND PROCESSING

Approved refunds are issued to the original payment method used when placing the order, including PayPal or credit/debit cards.

We normally initiate approved refunds within 1 business day.

Please note that your payment provider or bank may require additional time to process the transaction and make the funds available.

Refund amounts depend on the circumstances of each case.

For defective or incorrect products, we may discuss an agreed partial refund if you prefer to keep the item.

Where a full refund is required by law, we will refund the applicable full amount, including original shipping charges where legally required.

9. IMPORTANT PRODUCT NOTES

Materials and Printing

Our products are manufactured using different materials and printing techniques.

Please review the material composition, product description, and available customization options before placing your order.

Minor variations in color caused by screen settings or normal production tolerances may occur.

However, significant differences from the product description or manufacturing defects remain eligible for review and appropriate remedies.

Personalization Details

Please carefully review all names, numbers, photos, and other customization details before submitting your order.

We cannot guarantee free replacements for customer-provided information that was entered incorrectly and reproduced exactly as requested.

10. YOUR CONSUMER RIGHTS

This policy explains CoolShop's standard procedures for made-to-order products.

Nothing in this policy excludes, restricts, or overrides consumer rights that cannot legally be waived under the laws applicable to your purchase.

Where applicable law provides additional rights regarding cancellation, returns, refunds, defective products, or delivery, those rights will take precedence.

11. CONTACT US

If you have any questions or need assistance with an order, please contact our customer support team.

Email: support@coolshophub.com

Please include your order number and a brief description of your concern so we can assist you more efficiently.

Thank you for shopping with CoolShop. We appreciate your trust and look forward to helping you!