Return and Refund Policy

Last updated: July 29, 2026

We want you to feel confident shopping with CoolZa. Eligible purchases may be returned for free within 15 days after delivery.

15-Day Free Returns

You may request a return within 15 calendar days from the date your order is marked delivered.

To qualify for a return, the product must be:

• Unused, unworn and unwashed
• Free from stains, odors, hair, damage or other signs of use
• Returned with its original carrying case, accessories and packaging
• Accompanied by your order number or proof of purchase

Because cooling towels are worn directly against the body, used, worn or washed towels cannot be returned for a change-of-mind refund.

This restriction does not apply to products that arrived damaged, defective, incomplete or incorrect.

Free Return Shipping

CoolZa provides a prepaid return shipping label for eligible returns requested within the 15-day return window.

There is no return shipping charge or restocking fee for an approved return.

Customers must use the return label and instructions provided by CoolZa. We cannot reimburse shipping costs when a customer returns a product using another shipping service without prior approval.

Original shipping charges, including expedited shipping fees, are not refundable unless the product arrived damaged, defective, incomplete or incorrect.

How to Request a Return

Before returning a product, email:

support@coolza.us

Include:

• Your full name
• Your order number
• The email address used at checkout
• The reason for the return
• Photographs if the item is damaged, defective, incomplete or incorrect

After approving the request, we will send you return instructions and a prepaid return label.

Do not mail the product to the address printed on its original shipping label. Returns must be sent to the return address provided by CoolZa.

Returns sent without approval or to an incorrect address may not be accepted.

Damaged, Defective or Incorrect Orders

Please inspect your order after delivery.

Contact us within 15 days of delivery when:

• The product arrived damaged
• The product has a manufacturing defect
• You received the wrong product, color or quantity
• The carrying case or another included component is missing

Include clear photographs of the product, packaging and shipping label.

For an approved claim, we may provide:

• A free replacement
• A full refund
• A prepaid return label
• Another appropriate resolution

Keep the product and packaging until we complete our review.

Damage caused by misuse, improper washing, accidents, alterations or failure to follow the care instructions is not considered a manufacturing defect.

Non-Returnable Products

The following cannot be returned for a change-of-mind refund:

• Products returned after the 15-day return window
• Used, worn or washed towels
• Products with stains, odors, hair or signs of use
• Products damaged after delivery
• Products missing important accessories or components
• Gift cards
• Products clearly marked final sale before purchase

Products that arrived damaged, defective, incomplete or incorrect should still be reported to us.

Return Inspection

After receiving your return, we will inspect it to confirm that it meets this policy.

We will notify you by email when the return is approved or rejected.

A refund may be denied when the returned product:

• Shows signs of use, wear or washing
• Is missing included accessories
• Was damaged after delivery
• Is different from the product originally shipped
• Does not otherwise meet the eligibility requirements above

Refunds

Approved refunds will be issued to the original payment method within 7 business days after the return is inspected and approved.

Your bank or payment provider may require additional time to display the refund in your account.

Unless the return resulted from our error, original shipping charges and expedited-delivery fees are not refundable.

Exchanges

Exchanges may be requested within 15 days of delivery and are subject to product availability.

Approved exchanges include free return shipping. If the requested replacement is unavailable, we may offer a refund or another available option.

Cancellations

Contact us immediately if you need to cancel or modify an order.

We cannot guarantee cancellation after an order has entered processing or been sent to our fulfillment partner. After an order ships, it must be handled through this return process.

Consumer Rights

This policy does not limit rights provided under applicable consumer-protection laws. Where applicable law provides greater protection, the legally required terms apply.

Contact Us

For return, exchange or refund assistance:

CoolZa Customer Support
Email: support@coolza.us

Please include your order number in your message.