Refund policy

 


We want you to love your gear! We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 


Eligibility for Returns

To be eligible for a refund, your items must be returned in their original, resellable condition. Please review the specific rules for our items below:

 

  • T-Shirts & Hoodies: Must be unworn, unwashed, and free of makeup stains, deodorant marks, perfume scents, or pet hair. 
  • Hats & Caps: Must be shipped back in a sturdy box to prevent bending or crushing. We cannot accept bent, creased, or sweat-stained hats.
  • Bags & Backpacks: Must be completely unused with no scuffs, dirt marks, or signs of outdoor wear. All internal packing materials must be included.
  • Accessories: Jewelry, socks, patches, pins, and other small accessories must be completely unused and unopened in their original, sealed packaging.


All items across all categories must have their original tags securely attached and be in their original packaging. You will also need the receipt, order number, or proof of purchase.


How to Start a Return

To start a return, please contact us via our [Contact Us Form]. 


If your return is accepted, we will send you instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.


Please note that returns must be sent to the following address:  

CoolMoo.co.uk, Antar 2, 1 Headway Road, Wolverhampton, WV10 6PZ, United Kingdom.


*Note: If you are returning an item because you changed your mind or need a different size, the cost of the return shipping label will be deducted from your final refund.*


Damages and Incorrect Items

Please inspect your order as soon as it arrives. Contact us immediately via our contact form if an item is defective, damaged, or if you received the wrong size, style, or colour by mistake, so that we can fix it for you free of charge.


Non-Returnable Items

Certain types of items cannot be returned for hygiene and safety reasons:

  •  Custom-made or personalised items (such as custom prints or tailored gear)
  •  Opened accessory packs (like socks or face coverings) where the hygiene seal is broken
  •  Gift cards


Exchanges

The fastest way to get a different size or colour is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.


UK and European Union 14-Day Cooling-Off Period

For all orders shipped to the United Kingdom or the European Union, you have the legal right to cancel or return your order within 14 days for any reason. The items must still meet our standard eligibility rules outlined above.


Refunds

We will notify you once we have received and inspected your return to let you know if the refund is approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.


If more than 15 business days have passed since we approved your return, please get in touch with us through our contact form.