Refund policy
We want you to feel confident ordering locksmith tools from Cooltoi. If your purchase is not right for you, you can request a return within 30 days of receiving your item, subject to the conditions below.
- Return window: 30 days from delivery
- Before returning: Contact us for approval
- Restocking fee: None
Return eligibility
To qualify under our 30-day return policy, your item must be:
- In the same condition as when you received it.
- Unused and unworn, with the original tags attached.
- In its original packaging.
A receipt or proof of purchase is required. Please request approval before sending anything back. Returns sent without prior approval cannot be processed under this policy.
How to request a return
- Contact us. Email cooltoiservice@gmail.com to request a return.
- Wait for approval and instructions. Once approved, we will provide a return shipping label and instructions on where and how to send your package. Responsibility for return shipping costs is explained below.
- Send your return. Follow the instructions provided by our team. Please use the return address we give you rather than the registered office address listed below.
- Receive an update. After we receive and inspect your return, we will let you know whether your refund has been approved.
Return shipping costs
| Reason for return | Return shipping paid by |
|---|---|
| Defective item, incorrect item sent, or damage during shipping | Cooltoi |
| Change of mind, item no longer needed, or ordered by mistake | Customer |
We do not charge a restocking fee.
Damaged, defective, or incorrect items
Please inspect your order when it arrives. If an item is damaged or defective, or you receive the wrong item, contact us right away so we can review the issue and arrange a replacement, exchange, or full refund as quickly as possible.
Items excluded from our 30-day return policy
- Gift cards and promotional vouchers.
- Items marked “Final Sale.”
- Products that have been used, installed, or altered.
These exclusions do not limit any rights you may have under applicable consumer law, including rights relating to faulty or incorrectly supplied goods.
Exchanges
If you would like a different item, request a return for the item you have. Once your return has been processed, you can place a new order for the item you want.
Refunds
Once we receive and inspect your return, we will notify you whether your refund is approved. Approved refunds are issued to your original payment method within 10 business days of approval.
Your bank or card issuer may need additional time to post the refund to your account. If more than 15 business days have passed since approval and you have not received your refund, please email cooltoiservice@gmail.com.
Orders delivered to the European Union
For eligible online purchases delivered to the European Union, you have a 14-day right of withdrawal from the date you receive your goods, without giving a reason, subject to applicable legal exceptions. Contact us if you wish to exercise this right.
Our voluntary 30-day return conditions do not restrict this statutory right or other mandatory consumer protections. Where applicable law provides different return conditions or refund deadlines, those requirements apply.
Contact us
- Email: cooltoiservice@gmail.com
- Phone: +1 (424) 209-9442
- Support hours: Monday–Friday, 8:30 a.m.–6:00 p.m. (UTC+8)
Company: Meowa E-Commerce Limited
Registered office:
Room D07, 8/F, Kai Tak Factory Building, Stage II
99 King Fuk Street, San Po Kong
Kowloon, Hong Kong
For returns, please contact us first and wait for the approved return address and shipping instructions.