Cool Water Refund and Return Policy
1. Our Commitment to Quality
At Cool Water, we’re passionate about creating unique, personalized gifts that capture your most cherished memories. Whether it’s a custom pet portrait sweatshirt, a family photo line art sweatshirt, or a personalized Valentine’s Day T-shirt, we want you to be thrilled with your purchase. If your order doesn’t meet your expectations, please contact us at support@cooltee.net. Our friendly customer service team is here to help!
2. Handling Damaged or Defective Items
If you receive a damaged or defective product, please contact us immediately at support@cooltee.net. We take full responsibility for any issues that arise during production or shipping. We are committed to ensuring you receive a perfect, personalized item.
To help us quickly resolve the issue, please include a clear photo showing the damage or defect. This allows us to verify the problem and expedite the replacement process, often without needing you to return the damaged item. Your feedback helps us continually improve our processes and prevent future errors.
Please note: Our policy covers manufacturing defects, but does not include:
- Damage resulting from accidents
- Improper care
- Normal wear and tear
- Degradation due to sunlight
- Post-purchase modifications
This policy is valid for 30 days from the delivery date. If 30 days have passed since you received your item, we unfortunately cannot offer a refund or replacement.
3. Order Not Received
If your order is significantly delayed, you have the option to request a refund or a replacement. Please contact us at support@cooltee.net with your order details, and we will assist you promptly.
Note:
- Requests must be submitted within 30 days of the order date. After this period, tracking information may become unavailable, and we may be unable to assist you.
- Refunds are typically processed within 5-10 business days, depending on your bank.
4. Cancellation or Modification Policy
Orders for personalized products, including custom pet portrait sweatshirts, family photo line art sweatshirts, and personalized Valentine’s Day T-shirts, can be canceled or modified within 2 hours of being placed. After this period, we are unable to offer refunds or accommodate changes or cancellations, including alterations to photos, designs, or text, due to our rapid production and shipping process. We apologize for any inconvenience this may cause and appreciate your understanding.
5. Returns Policy for Personalized Items
As each of our custom gifts, including custom pet portrait sweatshirts and personalized photo T-shirts, is uniquely crafted to your specifications, we primarily offer replacements for items that are damaged or defective. However, we are committed to your satisfaction. If you are not completely happy with your purchase for any reason, please contact us within 30 days of delivery, and we will do our best to find a solution.
Return Address:
Cool Water
320 Broadway, Wisconsin Dells, WI 53965, United States