1. 30-Day Return Guarantee

At CoolGiftly, we want you to be completely satisfied with your purchase. We offer a 30-day return window from the date you receive your order for eligible non-customized products.

To be eligible for a return, your item must be unused, unwashed, in the same condition that you received it, and in its original packaging.

2. Customized & Personalized Items

Because custom items and personalized gifts are specially handcrafted according to your unique specifications (such as custom names, photos, or text):

• Non-Refundable for Personal Preference: We cannot accept returns or exchanges for custom items due to customer change of mind, incorrect phone model selected, or spelling mistakes made by the buyer during order placement.
• Quality & Defect Guarantee: If your customized product arrives damaged, defective, or with a printing error on our part, we will gladly offer a 100% free replacement or full refund.

3. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please notify us within 7 days of delivery:

1. Contact our support team at [email protected].
2. Provide your order number and a brief explanation of the issue.
3. Attach clear photos or a short video showing the damaged or defective part.

Once verified, we will immediately process a replacement or full refund without requiring you to return the defective item.

4. Refund Process & Timelines

Once your return is received and inspected, or your defect claim is approved:

• We will send you an email notification confirming the status of your refund.
• Approved refunds will automatically be applied to your original payment method (e.g., Credit Card or PayPal) within 3 – 7 business days.
• Shipping costs are non-refundable unless the return is due to our error (damaged, defective, or incorrect item sent).

5. Order Cancellations

Because we process and craft custom orders quickly:

You may request a cancellation within 2 hours of placing your order. After 2 hours, production or shipping preparation may have already begun, and cancellation requests will no longer be accepted.

6. Contact & Return Requests

Please do not send your purchase back to the sender address without contacting us first. Returns without prior authorization will not be processed.