Refund policy

Returns & Refunds

This policy sits alongside your legal rights under the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and does not affect those rights.

Changed your mind (14 days)
You may cancel and return an item within 14 days of delivery for a refund of the item price. Email thecoolingstationco@gmail.com with your order number and we will send return instructions. Return postage for change-of-mind returns is paid by the customer, and items should be unused and in their original condition. We will refund within 14 days of receiving the item back.

Faulty, damaged or incorrect items (30 days)
If an item arrives faulty, damaged or not as described, email us within 30 days of delivery with your order number and a photo or short video showing the issue. Once confirmed, we will arrange a replacement or full refund at no cost to you, and you usually will not need to post anything back.

Refunds
Approved refunds are issued to your original payment method. Original delivery charges are refunded where required by law (for example, full-order cancellations made under your statutory right to cancel).

Fair use
We may decline refunds on claims that are clearly fraudulent or fall outside this policy and your statutory rights, and we reserve the right to refuse service in cases of repeated abuse.