Refund Policy

At Kool Kartz, we strive to provide our customers with high-quality and sustainable products. As part of our commitment to sustainability, we have implemented a refund policy that aligns with our business practices. Please read the following policy carefully before making a purchase.

SpeedRacer Spinning Watches and 3D Lamps

For these two items we offer a straightforward refund policy within 30 days from the date of order receipt. Please review the following guidelines before proceeding with a refund:

1. Timeframe for Refunds:
   • Refunds are eligible within 30 days from the date you received your order. After this period, unfortunately, we cannot process any refund requests.
2. Eligibility for Refunds:
   • To be eligible for a refund, the item(s) must be unused and in their original packaging. Please ensure that the product is in the same condition as when you received it.
3. Initiate Refund Request:
   • If you meet the refund criteria, kindly send us an email at info@koolkartz.com with the subject line “Refund Request – Order #[your order number].” Please include the following details in the email:
     • Order number
     • Item(s) you wish to return
     • Reason for the return
4. Return Label:
   • Once we receive your refund request and validate the eligibility, our customer support team will respond with a return label and detailed instructions on how to return the item(s).
5. Return Process:
   • Affix the provided return label securely to the original package. Ensure that all previous shipping labels or markings are removed or covered to avoid any confusion during transit.
   • Drop off the package at the designated carrier location as specified in the return instructions.
6. Inspection and Processing:
   • After we receive the returned item(s), our team will inspect them to ensure they meet the refund eligibility criteria.
   • If the item(s) pass the inspection, we will process the refund to the original payment method used during the purchase.
7. Refund Processing Time:
   • The time it takes for the refund to be reflected in your account may vary depending on your bank or payment provider. Typically, refunds are processed within 10 business days of the approval.
8. Non-Refundable Items:
   • Certain products may not be eligible for refunds, such as personalized or customized items, perishable goods, or items specified as non-refundable at the time of purchase.
9. Return Shipping Costs:
   • Return shipping costs may be deducted from the refunded amount, unless the return is due to an error on our part (e.g., wrong item shipped, defective product).
10. Contact Us:
    • If you have any further questions or concerns regarding our refund policy, please don’t hesitate to reach out to our customer support team at info@koolkartz.com.

ALL Made To Order Products

1. Refund Eligibility: Due to our emphasis on sustainability and our made-to-order production process, we do not accept returns or offer refunds for our products. We print each product specifically for you, which means we do not keep inventory or have a stockpile of items. we aren’t responsible for refunds or exchanges due to incorrect fit issues. Buyers assume all risks when choosing the style and fit of their purchase. To better help you in choosing the right size, we have made available a size chart on each product page.
2. Damaged or Defective Products: We take great care in producing and inspecting each product before it leaves our facility. In the rare event that you receive a damaged or defective item, you must send us a photograph of the poor-quality print or damaged area at info@koolkartz.com within 15 days of receiving your order. We will assess the situation and work with you to find a satisfactory solution, which may include a full refund, replacement, or store credit. Kool Kartz is not responsible for items damaged in shipping.
3. Order Cancellations: We understand that circumstances may change, and you may need to cancel your order. If you wish to cancel your order, please reach out to our customer support team at info@koolkartz.com as soon as possible. We can provide a refund if the production process has not begun. However, once production has started, we cannot cancel the order or issue a refund.
4. Incorrect or Incomplete Orders: If you receive an incorrect item or if your order is incomplete, please contact our customer support team at info@koolkartz.com within 15 days of receiving your order. We will investigate the issue and work to resolve it promptly. In such cases, we may provide a replacement or necessary components to complete your order.
5. Product Variation: Please note that due to the nature of our made-to-order production process, there may be slight variations in colors, placement, or sizing of designs compared to the product images on our website. Such variations are considered normal and do not qualify for a refund.
6. Customer Satisfaction: At Kool Kartz, we value your satisfaction and want you to have a positive experience with our products. If you have any concerns or questions about your order, please reach out to our customer support team. We will do our best to address your queries and provide assistance.
7. Non-refundable Items: Certain items, such as personalized or custom-made products, digital downloads, and gift cards, are non-refundable and cannot be exchanged.
8. If a tracking number shows as delivered and the buyer claims they never received the package: The items were successfully delivered to the address the buyer provided. We would recommend they contact the local courier where it was delivered or try to reschedule another delivery attempt. No replacements or refunds will be issued on items that show as successfully delivered. Kool Kartz is not liable for incorrect address information provided by customers or missed delivery attempts by couriers.
9. If a package is returned to the sender by the shipping courier, Kool Kartz will reship the package to you for free after an address verification is complete. All returned to sender orders will be destroyed by the courier or charged Kool Kartz for another custom tax duty and another shipping fee once we confirmed to ship it back to our production facility.
10. If a package is returned to the sender by the shipping courier for the second time, Kool Kartz will reship the package to you for a small fee that will be collected through a Payment Request.
11. Note: Kool Kartz will not refund returned packages to the sender and reshipment times are the same as regular orders.
12. Orders that will be tagged as returned to the sender due to the wrong address will be destroyed by the courier or charge kool kartz for custom tax duties and another shipping fee once we confirm to ship it back to our production facility. Therefore, kool kartz will only offer 50% of the total amount as a refund credit back to your PayPal account.
13. kool kartz will not refund nor assume liability for orders that are lost due to incorrect Shipping Addresses.
14. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@koolkartz.com
15. Customs Duties, Taxes, and Charges are not included in our base price. This is a shopper’s responsibility as each country has different Custom Duties and Laws of Taxation. In the event that a customer refuses to pay taxes or duties owed upon the order’s arrival into the destination country, Kool Kartz will not reship or refund the order.

If you have any questions or need further clarification, please contact our customer support team, who will be happy to assist you.

Last updated: 6/1/2023

Kool Kartz