Cool Kitchen 4U reserves the right to update our policies when necessary, and the updated version will be published on www.coolkitchen4u.com effective immediately. If you do not accept our policies, you are deemed to have waived your rights to use the services provided by Cool Kitchen 4U effective immediately. All buyers or suppliers are deemed to accept all policies if they are using any services provided by Cool Kitchen 4U. Suppliers do publish their own Return & Refund Policy on the product detail page. However, Cool Kitchen 4U's policy shall prevail in case of conflict with a supplier's policy.
For any after-sales issues, buyers should file a return & refund request within 25 days of the delivery date (except suppliers whose after-sales return & refund period was separately agreed upon by Cool Kitchen 4U). If the Return & Refund request filed exceeds their stated time frame, the supplier reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request refund" button in Cool Kitchen 4U buyer center, or by contacting Cool Kitchen 4U customer service to cancel the order. Please note some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 3 business days.
If the supplier cannot fulfill the buyer's order within the order processing time indicated on Cool Kitchen 4U's product page, under the condition, but not limited to no stock or other conditions, the supplier has the right to cancel and refund the order.
If the buyer receives goods that are damaged or broken and then applies for a refund with compelling evidence, and the goods need to be returned, the supplier has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. The supplier should refund the buyer when the return shows as in transit on the logistic website with the supplier's provided prepaid return label.
Cool Kitchen 4U shall not require supplier to accept an after-sale request for "non-defective remorse returns." The supplier has the right to accept or reject the request per their policy on the product page. Cool Kitchen 4U will abide by the supplier's policy under this condition.
If supplier accepts the after-sale request for the reason type of "non-defective remorse returns" and requires a "restocking & repacking fee", under Cool Kitchen 4U's policy restriction, the "restocking & repacking fee" in total shall not exceed 35% of order total price.
Cool Kitchen 4U shall not require any supplier to warranty, (whether to provide warranty or not), or the way in which they handle warranty issues.
Cool Kitchen 4U shall restrict refund time and/or redelivery time under certain conditions, including but not limited to the supplier's policy or Cool Kitchen 4U's policy, as agreed upon the refund or redelivery between supplier and buyer or others must issue a refund not more than 3 business days, or commence redelivery of not more than 5 business days.
Once the buyer initiates an after-sales request, the buyer is required to provide evidence (as the clause states below) to the supplier or Cool Kitchen 4U. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, the supplier and/or Cool Kitchen 4U has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Cool Kitchen 4U.
Under Various Circumstances:
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
| Return & Refund Type | Cool Kitchen 4U Rules | ||
| For Unshipped Orders | The Return & Refund request is made after the stated processing time. | Cool Kitchen 4U will refund the order. | |
| The Return & Refund request is made within the stated processing time. | The supplier has 3 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 3 business days, Cool Kitchen 4U will refund the order. Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above. | ||
| For Shipped Orders | The Return & Refund request is made after the order has shipped. | The supplier has 10 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 10 business days, Cool Kitchen 4U will refund the order. | |
If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund within 3 business days of the refund request. Additionally, if the buyer requests redelivery, the supplier should begin redelivery within 5 business days of the request date.
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, the supplier should refund the order within 3 business days of buyer's refund request, or begin redelivery of the package/goods within 5 business days of the request.
If the buyer inadvertently puts the wrong address information on an order, the buyer should contact the supplier via "Contact Seller" or contact Cool Kitchen 4U customer service to request that the supplier update the order with the correct information. This time sensitive and may cause delays.
Please note: the corrected address information or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong address, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the supplier shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note buyer will additionally be charged the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Cool Kitchen 4U, the supplier should check the proof and give a response within 3 business days.
If the proof checked by the supplier is not showing the problem clearly and or if the proof checked by Cool Kitchen 4U is not showing the problem clearly, the proof is considered invalid, and the supplier/Cool Kitchen 4U has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the supplier/Cool Kitchen 4U, the proof checking time shall not more than 3 business days. If the goods need to be returned to get a refund, the supplier should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number that buyer uploaded within 3 business days. If the goods needn't be returned, the supplier should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, the supplier should redelivery within 5 business days of proof approval. Please note suppliers have the right to refund order if the redelivery product(s) have no stocks, or buyers are able to reorder products when the products are restocked.
6.1 Invalid tracking information
If Cool Kitchen 4U verifies the tracking number is wrong, and the supplier fails to provide the correct one within 4 business days, Cool Kitchen 4U will refund the order.
6.2 Untimely Tracking Info Updates
If there is no update of the tracking info for more than 7 business days after label created showing on logistic website, and the buyer applies for a refund, Cool Kitchen 4U shall require supplier refund order within 3 business days since buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide any valid tracking updated info, the buyer may apply for a refund. Cool Kitchen 4U shall require the supplier to refund the order within 3 business days as buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact us through the contact us page or contact the supplier through their Cool Kitchen 4U account with the order "Contact Message" option to solve the goods or logistics issue.
Cool Kitchen 4U will try its best to assist buyers in these special circumstances in a timely manner. After notifying us, buyers should expect a decision from Cool Kitchen 4U on these types of issues no later than two weeks.
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Cool Kitchen 4U to help deal with the after-sale issues.
