Refund policy

Return Policy For Online Purchases

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Please return to the address below, please note - you are responsible for the return postage costs. 

Cool Merch Returns, 22 Cross Keys Shopping Centre, Salisbury, SP1 1EL. 

If you wish to remotely exchange an item, you must return the original purchase (at your own cost) and place a new order.

You can exchange your online order in person in one of our stores within 28 days of receiving your delivery. We recommend contacting your local store in advance to confirm the availability of the item you wish to exchange. Please let us know within 14 days of receiving your delivery if you'd like to exchange your item in person. 


You can always contact us for any return question at weare@cool-merch.com.


Damage Product Policy

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

1. Purpose

The purpose of this policy is to define our company’s stance on damaged product packaging for items sold via Cool! Merch Ltd. This policy establishes clear guidelines for our customers and internal teams regarding the condition of outer packaging and the eligibility for returns or refunds.

2. Scope

This policy applies to all customers and all orders fulfilled by Cool! Merch Ltd where the only reported issue is damage to the outer packaging (e.g., cardboard box, shrink wrap, box sleeve, metal tin).

3. Policy Statement

3.1 Function of Packaging
 
The primary function of all outer packaging is to protect the contents of the product during the shipping and handling process. It is normal for packages to experience minor wear and tear, such as scuffs, dents, or creases, while in transit. Cool! Merch Ltd cannot and does not guarantee that product packaging will arrive in pristine, undamaged, or mint condition.
 

3.2. Final Sale Items

All items sold are explicitly excluded from returns or refunds based solely on damage to the outer packaging. By purchasing an item, the customer acknowledges and accepts that the packaging may have minor imperfections and that this does not constitute a valid reason for a return.

3.3. Definition of “Damage”

For the purpose of this policy, “damaged packaging” refers only to the external wrap, box, Tin, or container. This policy does not cover:

  • Damage to the actual product inside.
  • Missing components or incorrect items.
  • Packaging damage so severe that it has compromised the integrity of the product itself.


Claims for these issues are handled via an e-mail to weare@cool-merch.com. Please provide multiple pictures of the box it was sent in and the items inside for us to complete a fair investigation and allow 5 business days for a response.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), personal care goods (such as beauty products), and intimate items (such as earrings). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method (less the delivery charge). Please remember it can take some time for your bank or credit card company to process and post the refund too.

Returns Policy for in-store Purchases 

Exchange only, within 28 days of purchase. 

Items must be in ‘As Sold’ condition with the relevant receipt. Earrings are non-returnable for hygiene reasons.

This does not affect your statutory rights.