Return Policy & Warranty

Dead on Arrival (DOA)

Customers should contact our Customer Service at service@ikoolcore.com within 7 days upon receipt of goods for DOA situation.

Special Notes:

The outer packing is broken or out of shape

  • Immediately file a case upon the broken package to the courier company and get a confirmation in the form of a paper proof with a stamp on it.
  • Send us the pictures of the received items/package with detailed information describing the issue, along with the aforementioned paper proof and case number with which we can quickly confirm the case.

Missing item(s), wrong item(s) or incorrect package sent

Please carefully check the contents and the weight of the parcel before signing it. For any issues, please contact us with the information below:

  1. Email us with your order number and the product name.
  2. Please send us clear pictures of the outer packaging, the shipping label, the weight of the package, and the item you receive.

Note: Final Deal Priced Products can only be refunded or exchanged for quality issues.

Please email via service@ikoolcore.com and state the following:

  • Order Number
  • Reasons for Return
  • Package photos

Before returning your item, please provide at least 3 photos of the product to confirm its condition.

Our customer care team will advise you on the rest of the steps.

Important Notice: We ship from multiple warehouses, so returns must be sent to the corresponding warehouse. To ensure a smooth process, please contact our customer service before returning any items. Unauthorized returns may not be eligible for a refund.

Have you received my return?

Processing your return usually takes a few days.

After returning the product, please contact us with the tracking number and carrier details so that we can track your return. Once we have confirmed receipt of the product, we will proceed with processing your refund.

When will I receive my refund?

For refunds, the processing time for us to proceed with the refund will be between 3-7 business days upon receiving your returned item. After this, the refund time will depend on the payment method. Please see below for details:

  • PayPal refunds may take up to 48 hours to process and appear in your account.
  • Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.

Your return policy states that I have to return the product in its original packaging. I no longer have the original packaging - can I still return it?

To make sure that all customers will receive a complete, defect-free product, the products returned must be in a resellable status. We are sorry that products without the original packaging cannot be returned.

 

Warranty

One Years Repair Warranty

iKOOLCORE offers one year warranty starting from the date you receive the goods.

Warranty Exemptions and Notes

If the customer has take apart/damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

The customer voids the warranty if they:

  • Open the body in an attempt to fix the device
  • Modify, remove, customize, or swap parts of the product
  • Use the device in a way that it is not originally intended for
  • Continue to use the item once a fault occurs and causes more damage
  • Fails to contact us when the problem first occurs

All returns must first be authorized by iKOOLCORE's Support Team prior to return. Please kindly refer to the following steps in " How to a request warranty" below. For incomplete warranty requests, iKOOLCORE reserves the right to refuse any compensation. If the customer has returned the package without prior authorization, sends it to the wrong address, returns an incorrect item, or submits an empty package, then again iKOOLCORE reserves the right to refuse any compensation.

 

How to request a warranty (return, repair, and refund)

Please first submit a Ticket to our Customer service (Email: service@ikoolcore.com) with the information below:

  • Describe the problem with your item in detail: What happened? When? How?
  • Please also state your full order number and product name.
  • Tell us what steps you have already taken to resolve the issue.
  • Send a clear photo or video (via wetransfer) showing the defect(s); these should be taken under good lighting.

Our After-sales team will look into the problem you are facing and get back to you with a solution ASAP.