Cancellation Policy

Cancellation Policy

Please read this Cancellation Policy carefully before submitting your order. By completing your order, you acknowledge that you have read, understood, and agreed to all terms of this policy.

1. Eligibility for Cancellation

We understand that you may need to cancel your order for various reasons. This store supports order cancellations before the item has been shipped.

2. How to Request a Cancellation

If you need to cancel an order, please contact our customer service team via email as soon as possible at: sales@coolladen.com.

In your email, please provide the following information to help us process your request quickly:

  • Your Order Number
  • The item(s) you wish to cancel (if it's a partial cancellation)
  • Reason for cancellation (optional, but helpful for improving our service)

3. Determining Cancellation Time

Please note that the official cancellation time for your order is not based on when you send your email. The order will be officially considered canceled only when we (the merchant) have reviewed and confirmed your cancellation email.

4. Time Zone Difference and Shipment Dispatch

We understand there is a time zone difference between you and us. Our customer service team is located in China (using China Standard Time CST, UTC+8), which is generally about 6 hours ahead of Central European Time (CET).

We recognize that this time difference might lead to situations where your order is still unshipped when you send a cancellation email, but by the time we review it, the item may have already been dispatched.

In such cases, we will handle it as follows:

  • Our Best Effort: We will do our utmost to process your cancellation email as quickly as possible upon receipt. Our customer service team reviews emails regularly during working hours.
  • Handling Dispatched Orders: If your order has unfortunately been dispatched by the warehouse after you sent your cancellation email but before we reviewed and processed your request, the order cannot be considered canceled. In this scenario, your order will proceed with normal delivery. You may then choose to initiate a return according to our Return Policy after receiving the item.
  • Return Policy Guidance: For dispatched orders that could not be canceled due to time zone differences, please refer to our Return Policy for details on the return process, conditions, and potential return shipping responsibilities.

5. Refund Process

If your order is successfully canceled (i.e., before the item has been shipped), we will process your refund to your original payment method within approximately [e.g., 3-5 business days - please fill in your actual timeframe] after confirming the cancellation. The actual time for the funds to appear in your account may vary depending on your bank or payment service provider.

6. Returned Parcels Due to Customer Reasons (Applicable for Shipments Outside EU)

Please be aware that if a parcel is undeliverable and returned to us due to reasons attributable to the customer, such as:

  • Customer refusing the parcel without cause;
  • Incorrect or incomplete shipping address provided by the customer;
  • Customer failing to collect the parcel within the carrier's specified timeframe;

In such instances, where parcels are returned to our warehouse, we incur additional logistics and handling costs. Therefore, for parcels returned due to the aforementioned customer-related reasons, a flat fee of €20 for shipping and handling will be deducted from your refund. Please ensure you provide accurate shipping information and monitor your shipment tracking.

7. Contact Us

If you have any questions about this Cancellation Policy, please feel free to contact us:

  • Email: sales@coolladen.com
  • Working Hours: Monday to Friday, 9:00 AM to 6:00 PM (China Standard Time CST, UTC+8), excluding weekends and Chinese public holidays.