Refund and Returns Policy

Cool Sublimation — Refunds & Returns Policy

Thank you for shopping with Cool Sublimation. We aim to provide high quality sublimation products and great service. However, if you are not entirely satisfied with your purchase, we’re here to help.

1. Scope

This policy applies to all purchases made via our website (https://coolsublimation.co.za). It covers:

Returns & refunds for incorrect, defective, or damaged goods
Refunds for change of mind (where applicable)
Procedures and timeframes

2. Returns Eligibility

To be eligible for a return or refund, the following must be true:

You must contact us within 7 calendar days of receiving the goods to notify us of the issue.
The item must be in the same condition that you received it: unused, unwashed, undamaged, with original packaging (where applicable).
You must provide proof of purchase (order number, invoice).
For defective or damaged items, please provide photographic evidence showing the issue.

3. What We Will Cover

If your return is approved, we may offer one or more of the following, depending on the situation:

Replacement of item(s)
Full refund of purchase price (excluding original shipping, unless shipping was our error)
In some cases, store credit

4. Non-Returnable & Non-Refundable Items

Some items cannot be returned or refunded, including but not limited to:

Items damaged after delivery through misuse
Items without original packaging or tags (if applicable)
Any goods made or customized especially for you (if customization/custom printing was requested)
Items with hygiene concerns if opened/unsealed (where applicable)

5. Change of Mind / Wrong Size etc.

If you simply change your mind, or ordered the wrong variant:

You may return the item within 7 calendar days of receipt, provided the item is in original condition & packaging.
You will be responsible for return shipping costs.
Refunds will be issued once we receive and inspect the item.

6. How to Return an Item

Contact our Customer Service team at [insert contact email] or via our Contact page / WhatsApp, providing your order number and details of the return reason.
If approved, we’ll issue you a Return Authorization and supply instructions for shipping.
Pack the item securely (including all original packaging & accessories).
Ship the item back to us (you may need to pay return shipping unless the return is due to our error).
Once we receive & inspect the item, we’ll notify you of the approval or rejection of your refund request.

7. Timing of Refunds

Once your return is approved and we have the item, refunds will be processed within 14 business days.
Refunds will be issued via the same payment method you used for the original purchase, unless otherwise agreed.
Processing times by banks/payment gateways may cause additional delay.

8. Damaged or Faulty Goods

If you receive a damaged or faulty item:

Please contact us immediately, no later than 7 calendar days after receipt, with photos of the damage/fault.
We may request you return the product to us for inspection.
If found faulty or improperly shipped, we will refund shipping cost and/or replace the item at no extra cost.

9. Shipping Costs

If the return is due to our error (wrong item, damaged/faulty goods), we will cover reasonable return shipping costs.
If the return is due to a change of mind, wrong size, or the fault of the customer, you will be responsible for all return shipping costs.

10. Additional Terms

We reserve the right to refuse returns that do not meet our policy conditions.
A restocking fee might apply in certain cases (goods opened, missing packaging, etc.).
This policy does not affect any statutory rights you may have under South African consumer protection laws.

If you have any questions or need to initiate a return, please contact us at:

Cool Sublimation
23 Kruis St, Marshalltown, Johannesburg, 2001
Email: info@coolsublimation.co.za
Phone / WhatsApp: +27 74 672 4854‬

Thank you for shopping with us; we value your business and will work to ensure you are satisfied with your purchases.