Refund policy

 Last Updated: 2026.5.21

Website: www.coolcovery.com

 

  1. Introduction

This Return & Refund Policy explains how returns, refunds, exchanges, cancellations, defective product claims, and damaged delivery claims are handled for purchases made directly from COOLCOVERY HEALTH TECHNOLOGY COMPANY LIMITED, doing business as CoolCovery (“CoolCovery,” “we,” “us,” or “our”), through:

  • www.coolcovery.com;
  • approved private checkout links;
  • direct invoices;
  • written quotations;
  • official CoolCovery sales channels;
  • other direct purchase methods operated or approved by CoolCovery.

This policy does not apply to purchases made from third-party retailers, clinics, gyms, wellness centers, distributors, resellers, marketplaces, or other partners, unless we expressly state otherwise in writing.

If you purchased a CoolCovery product from a third party, please contact that seller directly for its return and refund policy.

Nothing in this policy limits any mandatory consumer rights that apply under the laws of your country, state, province, or region.

 

  1. Our Sales Model

CoolCovery is currently offered primarily through a B2B-first and controlled purchase model.

This means that certain products may not be available for open public checkout. Professional systems, commercial packages, B2B packages, premium home recovery systems, trial units, and customized configurations may require:

  • consultation;
  • quotation;
  • safety confirmation;
  • product configuration review;
  • shipping availability confirmation;
  • private checkout link;
  • written invoice;
  • separate written agreement.

Different return and refund terms may apply to:

  • consumer purchases;
  • premium home recovery purchases;
  • B2B purchases;
  • commercial packages;
  • professional kits;
  • distributor or reseller orders;
  • pilot programs;
  • demo units;
  • customized configurations;
  • accessories, consumables, and replacement parts;
  • App-related digital services.

If a separate quotation, invoice, purchase order, commercial agreement, pilot agreement, distributor agreement, or partner agreement applies to your purchase, that document will control if it conflicts with this policy, unless mandatory consumer law provides otherwise.

 

  1. Return Authorization Required

Before returning any product, you must contact CoolCovery by email and obtain return authorization and return instructions.

Please contact us at:

Email: support@coolcovery.com

Please do not send any product back before receiving written return authorization and return instructions from CoolCovery.

Because our products may be shipped from, returned to, inspected by, or serviced through different warehouses, service centers, logistics providers, distributors, or regional partners, the applicable return destination may vary depending on:

  • your country or region;
  • product type;
  • order type;
  • warehouse availability;
  • product condition;
  • warranty status;
  • whether the item is a main unit, accessory, hygiene-sensitive item, B2B package, pilot unit, or replacement part.

Unauthorized returns may be delayed, refused, returned to sender, or ineligible for refund where permitted by law.

 

  1. Consumer Change-of-Mind Returns

For eligible consumer purchases made directly from CoolCovery, you may request a change-of-mind return within:

14 days after receiving the product.

This 14-day period is intended to align with the minimum EU/EEA distance-selling withdrawal period for eligible consumer online purchases.

To be eligible for a change-of-mind return, the product must be:

  • returned within the applicable return period;
  • unused or only handled in a way reasonably necessary to inspect it;
  • clean and in good condition;
  • returned with all original accessories, cables, connectors, manuals, packaging, tags, labels, serial numbers, and included items;
  • not damaged, modified, misused, altered, repaired, contaminated, or missing parts;
  • not subject to the hygiene, customization, B2B, commercial, or other exclusions described in this policy.

To request a return, please contact us at support@coolcovery.com before sending anything back.

Please include:

  • order number;
  • name and contact details;
  • product name and SKU;
  • delivery date;
  • reason for return;
  • photos of the product and packaging;
  • confirmation that all parts and accessories are included.

Do not send products back without written return authorization or return instructions from CoolCovery.

 

  1. Main Unit Returns

For eligible consumer purchases, the CoolCovery main unit may be returned within 14 days after delivery if it has only been opened for inspection and has not been used, connected to body-contact accessories, damaged, modified, contaminated, or altered.

To qualify, the main unit must be returned with:

  • original packaging;
  • manuals;
  • product labels;
  • serial numbers;
  • cables;
  • connectors;
  • accessories;
  • included items;
  • protective packaging;
  • any other item originally supplied with the product.

For EU/EEA consumer purchases, if the main unit has been used beyond what is necessary to establish its nature, characteristics, and functioning, we may reduce the refund to reflect any diminished value, including inspection, cleaning, repackaging, missing parts, replacement items, or refurbishment costs, where permitted by law.

For non-EU/non-EEA consumer purchases, lightly used main units may not be eligible for change-of-mind returns unless required by applicable law or approved by CoolCovery in writing.

This does not affect your rights if the product is defective, damaged, incorrect, or not as described.

 

  1. EU/EEA Consumer Withdrawal Right

If you are a consumer located in the European Union or European Economic Area and you purchased online directly from CoolCovery, you may have a statutory right to withdraw from the purchase within 14 days without giving a reason, unless an exception applies.

The withdrawal period usually expires 14 days after the day on which you, or a third party indicated by you other than the carrier, receive the goods.

To exercise your withdrawal right, you must inform us of your decision to withdraw by a clear statement sent by email to:

Email: support@coolcovery.com

Legal Entity: COOLCOVERY HEALTH TECHNOLOGY COMPANYLIMITED

Trading Name: CoolCovery

You may use the model withdrawal form at the end of this policy, but it is not mandatory.

Returning a product without notifying us may not be sufficient to exercise your withdrawal right in some EU/EEA contexts.

After receiving your withdrawal notice, we will provide return instructions, including the applicable return destination.

 

  1. Effects of EU/EEA Withdrawal

If you validly withdraw from an eligible EU/EEA consumer purchase, we will reimburse eligible payments received from you, including the standard delivery cost where required by law.

We may not reimburse:

  • upgraded delivery costs;
  • express shipping costs;
  • installation fees;
  • training fees;
  • service fees;
  • customs duties;
  • import taxes;
  • return shipping costs, unless required by law or agreed by us;
  • non-refundable charges permitted by applicable law.

We may delay the refund until we have received the returned goods or you have supplied evidence that you have sent the goods back, whichever occurs first, where permitted by law.

Unless we agree otherwise or applicable law requires otherwise, you are responsible for the direct cost of returning the goods.

You must return the goods without undue delay and, where applicable, no later than 14 days from the day on which you notify us of your withdrawal, unless we provide a different timeframe required or permitted by applicable law.

 

  1. Exceptions to Change-of-Mind Returns and EU/EEA Withdrawal

Unless required by applicable law, the following products and services may not be eligible for change-of-mind returns or statutory withdrawal:

  1. Sealed goods not suitable for return for health protection or hygiene reasons once unsealed after delivery.
  2.  This may include sealed body-contact accessories, sleeves, boots, wraps, liners, soft goods, disposable covers, hygiene consumables, and similar items once opened, unsealed, worn, used, or contaminated.
  3. Goods made to the consumer’s specifications or clearly personalized.
  4.  This may include customized configurations, special-order products, personalized bundles, or non-standard commercial packages.
  5. Used body-contact accessories or hygiene-sensitive products.
  6. Products that have been damaged, modified, misused, contaminated, or altered after delivery.
  7. Consumables, cleaning products, disposable liners, filters, covers, or other hygiene-related items once opened.
  8. Digital content, App-related paid digital services, downloadable content, or online services once access or performance has begun with your consent, where permitted by law.
  9. B2B, commercial, distributor, reseller, wholesale, pilot, trial, demo, or custom orders, unless otherwise agreed in writing.

 

  1. Hygiene-Sensitive Accessories

Certain CoolCovery accessories may come into contact with the body, clothing, sweat, or skin. For health protection and hygiene reasons, body-contact accessories must be returned unopened, unused, and with all hygiene seals intact in order to qualify for a change-of-mind return.

This may include, without limitation:

  • boots;
  • sleeves;
  • wraps;
  • liners;
  • soft body-contact accessories;
  • disposable covers;
  • hygiene consumables;
  • cleaning-related consumables;
  • any accessory that directly contacts the body or is hygiene-sensitive.

Once a hygiene seal has been broken, or once the item has been opened, worn, used, contaminated, or otherwise handled in a way that makes it unsuitable for return for health protection or hygiene reasons, the item will not be eligible for a change-of-mind return, unless it is defective, damaged, incorrect, not as described, or return is required by applicable law.

CoolCovery may require hygiene-sensitive accessories to be shipped in sealed packaging, with hygiene labels or tamper-evident seals. If such seal is broken after delivery, the accessory may no longer be eligible for change-of-mind return.

 

  1. Premium Home Recovery Purchases

Premium home recovery purchases may be accepted through consultation, quotation, or private checkout.

Unless mandatory consumer law provides otherwise, premium home recovery purchases are eligible for change-of-mind returns only if:

  • the return request is made within 14 days after delivery;
  • the main unit has not been used beyond reasonable inspection;
  • all accessories, packaging, manuals, connectors, labels, serial numbers, and included items are returned;
  • hygiene-sensitive accessories are unopened, unused, and with all hygiene seals intact;
  • the product is not damaged, modified, contaminated, or misused;
  • we have issued written return authorization.

Private checkout does not automatically mean the purchase is non-returnable, but special terms may apply if stated in the quotation, invoice, checkout page, or written agreement.

 

  1. B2B, Commercial, Professional, Distributor, and Pilot Orders

B2B, commercial, professional, distributor, reseller, wholesale, pilot, trial, demo, custom, and bulk orders are not eligible for change-of-mind returns unless expressly agreed by CoolCovery in writing.

This includes, without limitation:

  • clinic packages;
  • gym or studio packages;
  • wellness or hotel packages;
  • sports team packages;
  • commercial recovery kits;
  • professional bundles;
  • distributor or reseller orders;
  • pilot or demo units;
  • customized configurations;
  • bulk orders;
  • orders placed through a quotation, invoice, purchase order, or separate written agreement.

This does not affect remedies for defective, damaged, incorrect, or not-as-described products under applicable law, warranty terms, or the relevant written agreement.

B2B and commercial customers are responsible for inspecting products promptly upon delivery and notifying CoolCovery of any visible damage, missing items, incorrect products, or defects within the timeframe stated in the applicable quotation, invoice, agreement, or delivery instructions.

If no specific timeframe is stated, visible delivery damage should be reported as soon as reasonably possible and preferably within 7 days of delivery.

 

  1. Defective, Damaged, Incorrect, or Not-as-Described Products

This policy does not affect your legal rights if a product is defective, damaged, incorrect, or not as described.

If you receive a product that is defective, damaged in transit, incomplete, incorrect, or materially not as described, contact us at support@coolcovery.com as soon as possible.

Please include:

  • order number;
  • delivery date;
  • photos or videos of the issue;
  • photos of the packaging;
  • photos of shipping labels;
  • serial number, if applicable;
  • description of the problem;
  • whether the product has been used;
  • whether the packaging showed visible damage on arrival.

Depending on the issue and applicable law, we may offer:

  • troubleshooting support;
  • replacement parts;
  • repair;
  • replacement;
  • refund;
  • return shipping label;
  • warranty service;
  • other legally required remedy.

Do not continue using a product if you believe it may be unsafe.

 

  1. Delivery Damage and Missing Items

Please inspect your delivery as soon as possible after receipt.

If you notice visible damage, missing items, incorrect products, damaged packaging, or delivery issues, please contact us as soon as possible and preferably within 7 days of delivery at support@coolcovery.com

Please include:

  • order number;
  • delivery date;
  • photos or videos of the product;
  • photos of the packaging;
  • photos of shipping labels;
  • description of the issue;
  • serial number, if applicable.

For freight, B2B, or commercial deliveries, please inspect the shipment before signing where possible. If visible damage is present, note the damage on the delivery document and keep all packaging materials.

Do not continue using a product if you believe it may be unsafe.

 

  1. Return Shipping Costs

For change-of-mind returns, you are responsible for return shipping costs unless:

  • we agree in writing to cover return shipping;
  • the product is defective, damaged, incorrect, or not as described;
  • applicable law requires us to cover return shipping;
  • we failed to provide legally required information about return costs before purchase.

You are responsible for packing returned products safely and securely.

We recommend using a tracked and insured shipping method.

We are not responsible for returned products lost or damaged during return shipping due to insufficient packaging, carrier mishandling, or your failure to follow return instructions, unless applicable law provides otherwise.

 

  1. Condition of Returned Products

Returned products must be sent back in a condition that allows us to inspect and process them safely.

Where permitted by law, we may reduce your refund or refuse a change-of-mind return if:

  • the product has been used beyond reasonable inspection;
  • body-contact items are opened, used, worn, contaminated, or not suitable for resale;
  • hygiene seals are broken;
  • the product is damaged;
  • parts, accessories, manuals, packaging, tags, labels, serial numbers, or included items are missing;
  • the product has been modified, altered, repaired, or misused;
  • the product is not safely packed for return;
  • the product requires cleaning, sanitization, replacement parts, refurbishment, or repackaging.

For EU/EEA consumers, any deduction will be applied only where permitted by applicable law, including where the value of the goods has been diminished due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

 

  1. Refund Timing

Once we receive and inspect the returned product, we will notify you whether your refund is approved.

If approved, refunds will generally be issued to the original payment method.

We aim to process approved refunds within 5–10 business days after inspection.

Your bank, card issuer, Shopify Payments, PayPal, Shop Pay, or other payment provider may require additional time to post the refund.

For EU/EEA consumer withdrawal returns, we will follow the applicable statutory refund timing rules, including any right to withhold reimbursement until we have received the returned goods or evidence of return shipment where legally permitted.

 

  1. Non-Refundable Fees

Unless required by applicable law or agreed by CoolCovery in writing, the following may be non-refundable:

  • upgraded shipping fees;
  • express shipping fees;
  • international shipping surcharges;
  • installation fees;
  • training fees;
  • demo fees;
  • pilot program fees;
  • professional setup fees;
  • service fees;
  • customs duties;
  • import taxes;
  • brokerage fees;
  • payment processing charges that are not refundable by the payment provider;
  • return shipping costs for change-of-mind returns;
  • costs caused by incorrect address, failed delivery, refusal, or unpaid duties.

 

  1. Order Cancellations

You may request to cancel an order before it has shipped by contacting support@coolcovery.com.

If the order has already shipped, you may need to follow the return process after delivery.

For B2B, commercial, distributor, pilot, demo, custom, or private checkout orders, cancellation terms may depend on the relevant quotation, invoice, purchase order, or written agreement.

We may cancel or refuse an order if:

  • payment cannot be verified;
  • the product is unavailable;
  • there is a pricing or product information error;
  • shipping to the destination is unavailable;
  • required safety or configuration confirmation is not completed;
  • fraud risk is detected;
  • export, import, sanctions, or legal restrictions apply;
  • the order appears intended for unauthorized resale.

 

  1. Pre-Orders and Backorders

If your order is a pre-order, backorder, or made-to-order product, the estimated shipping date will be provided at checkout, in the quotation, invoice, or order confirmation.

If the estimated shipping date changes materially, we will notify you and provide options where required by applicable law.

If you do not wish to accept the revised timing, you may be entitled to cancel for a refund, subject to applicable law and the terms of your order.

 

  1. Exchanges

We may offer exchanges for eligible products depending on availability.

Exchanges may not be available for:

  • used hygiene-sensitive items;
  • opened body-contact accessories;
  • customized products;
  • discontinued products;
  • B2B configurations;
  • commercial kits;
  • distributor or reseller orders;
  • pilot or demo units.

Please contact support@coolcovery.com before sending any product back for exchange.

 

  1. Warranty

This policy is separate from our Warranty Policy.

Warranty coverage, warranty period, covered defects, exclusions, repair process, replacement process, and service limitations will be described in our separate Warranty Policy or in the applicable quotation, invoice, agreement, or product documentation.

This Return & Refund Policy does not limit your mandatory legal rights.

 

  1. How to Request a Return

To request a return, refund, exchange, cancellation, or defective product review, contact:

Email: support@coolcovery.com

Legal Entity: COOLCOVERY HEALTH TECHNOLOGY COMPANYLIMITED

Trading Name: CoolCovery

Website: www.coolcovery.com

Please include:

  • order number;
  • name;
  • contact information;
  • delivery address;
  • product name;
  • serial number, if applicable;
  • reason for request;
  • photos or videos, if relevant.

After reviewing your request, we will provide return instructions if the return is approved. The applicable return destination will be provided by email and may vary depending on your location, product type, order type, and return reason.

Unauthorized returns may be delayed, refused, or returned to sender.

 

  1. Model Withdrawal Form for EU/EEA Consumers

You may use this form if you are an EU/EEA consumer and wish to withdraw from an eligible distance contract. Use of this form is optional.

To:

 COOLCOVERY HEALTH TECHNOLOGY COMPANYLIMITED

support@coolcovery.com

I / We hereby give notice that I / we withdraw from my / our contract of sale for the following goods:

Product name:

Order number:

Ordered on:

Received on:

Consumer name:

Consumer address:

Consumer email:

Signature, if submitted on paper:

Date:

 

  1. Governing Law

This policy is governed by the laws of Hong Kong.

However, if you are a consumer located in the EU/EEA, UK, or another jurisdiction with mandatory consumer protection laws, nothing in this policy limits any rights you may have under those mandatory laws.

For direct purchases from CoolCovery, disputes are subject to the dispute resolution provisions in our Terms of Service, unless mandatory law provides otherwise.