Returns Policy

Returns & Refunds Policy

Your Legal Rights (For EU Consumers)

Under EU consumer law, you have a statutory 2-year guarantee for goods that are faulty or not as described. Furthermore, you have the right to Returns & Refunds within 15 days of receiving the goods, for any reason and without justification.

The terms below detail our facilitated Returns & Refunds process, which operate within the framework of your legal rights.

1. 15-Day Return Period

At Coolladen, we want you to feel confident in your switch to electric mobility. We encourage you to test and experience our charging equipment to ensure it fits your lifestyle.

If you are not satisfied, you may return the item within 15 days of delivery. While we welcome you to try the product, we kindly ask that you handle it with care and return it clean and in its original packaging with all accessories, so it remains in an "as-new" state.

2. Item Condition & Diminished Value

All returned items undergo a thorough inspection. If an item is returned in a condition that prevents it from being resold as new, the following policies apply:

  • Original Condition: No fees are applied for items returned unused and in original packaging.
  • Diminished Value: If an item shows signs of use, wear, or is returned with damaged/missing accessories, a deduction will be applied to reflect the diminished value of the product.
  • Proportional Deduction: Any such deduction will be reasonable and proportional to the degree of wear and tear, typically ranging from 10% to 30% of the purchase price.

3. Return Shipping & Original Fees

  • 🔄 Personal Reasons (e.g., Change of Mind):
    The customer is responsible for return shipping costs. Please note that additional shipping fees paid at the time of purchase (e.g., expedited shipping) are non-refundable.
  • ✅ Quality Issues (e.g., Defective Item):
    Coolladen will cover all return shipping costs and provide a full refund of all expenses paid, including original shipping charges.

4. Return Procedures

1
Submit Request: Email sales@coolladen.com with your Order Number and photos of the item.
2
Get Authorization: Our team will provide the Return Address and instructions within 1-2 business days.
3
Ship the Item: Please use a Trackable Door-to-Door Shipping Service. This ensures the package is delivered directly to our warehouse facility rather than a collection point.
4
Notify Us: Email us the Tracking Number immediately after shipment so we can monitor your return.
5
Refund Processing: After the parcel is received and inspected, your refund will be issued to the original payment method within 7-14 days after we receive the returned item, typically within 3-7 business days after inspection.

5. Customer Obligations & Liability

To ensure your refund is processed successfully, please note the following responsibilities:

  • Correct Return Address: It is critical to use the designated return address provided by our customer service. Please note that our Shipping Warehouse is NOT the Return Warehouse. Packages sent back to the shipping origin without prior authorization cannot be tracked or refunded.
  • Safe Delivery: The customer is responsible for ensuring the item reaches our warehouse safely. We strongly recommend using shipping insurance for high-value items.
  • Accuracy of Information: If a return fails due to incorrect recipient information provided by the customer on the shipping label, the customer must coordinate with the carrier to resolve the delivery. Coolladen is not liable for lost or misdelivered returns due to customer error.

Thank you for your cooperation and for choosing Coolladen.