Refund policy

RETURNS & REFUNDS POLICY

Last Updated: September 9, 2026

At COOLIVA, we want you to be satisfied with your purchase. If you experience an issue with your order or would like to request a return, please review the policy below.

RETURNS

To request a return, please contact our customer support team:

Email: yuehuan401@gmail.com
Phone / WhatsApp: +86 152 9206 6669

Please include your order number and reason for the return. If the item is damaged, defective, or incorrect, please also provide clear photos or videos showing the issue.

RETURN ELIGIBILITY

To be eligible for a return, the product should generally:

• Be in its original condition
• Be unused or only inspected as reasonably necessary
• Include its original packaging and accessories
• Include proof of purchase or relevant order information

Products damaged through misuse, improper handling, unauthorized modification, or normal wear may not qualify for a refund.

RETURN ADDRESS

Approved returns should be sent to:

COOLIVA Returns
Room 603, Building 2, Yihe Jiayuan
Dongping Town, Anhua County
Yiyang, Hunan
China

Phone: +86 152 9206 6669

We recommend contacting us before shipping your return so that we can confirm the return details and assist you with the process.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order after delivery.

If you receive a damaged, defective, or incorrect product, contact us as soon as possible with your order number and clear photos or videos of the issue.

We will review the situation and provide an appropriate solution where applicable.

REFUNDS

Once an eligible returned item has been received and inspected, we will notify you of the refund status.

Approved refunds will be issued to the original payment method.

The time required for a refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

RETURN SHIPPING COSTS

If a return is due to a damaged, defective, or incorrect product supplied by us, please contact us before arranging return shipping.

For returns for other reasons, return shipping costs may be the responsibility of the customer.

Original shipping charges are generally non-refundable unless otherwise required by applicable law or the return results from an error on our part.

ORDER CANCELLATIONS

If you need to cancel an order, please contact us as soon as possible.

If the order has already been processed or shipped, cancellation may no longer be possible and the return procedure may apply.

COOLIVA Customer Support

Email:
yuehuan401@gmail.com

Phone / WhatsApp:
+86 152 9206 6669

Return Address:
Room 603, Building 2, Yihe Jiayuan
Dongping Town, Anhua County
Yiyang, Hunan
China