We dispatch thousands of order every week and hopefully there aren’t many times you will need to return goods to us. Unfortunately of course sometimes things do go wrong, and if they do we like to make sure you can return your order as easily as possible.
How do I arrange a return?
For all items you wish to return please contact us first to request a Return Merchandise Authorisation (RMA) form by telephone on +447519 390 604 or email firstname.lastname@example.org and follow the instructions to authorize the return of goods.
For faulty goods still within their manufacturer warranty you may want to consider contacting the manufacturer of the product directly before contacting Kool Gadgets.
Returning unwanted/non-faulty goods
Any item may be returned for any reason within 14 days of the date of receiving your order provided it remains in a saleable condition with original packaging. We will refund the price of the item after we have inspected the goods and confirmed the condition of the goods as appropriate for a refund.
Please note that, with the exception of faulty merchandise, we cannot accept software or goods containing software where the seal has been broken or the software has been registered. If any goods containing software that has been opened, used or registered are returned, a 25% fee will apply to compensate us for the loss of software element of the goods in question. This does not affect your statutory rights.
Please send your returns in by post only once you have received an Return Merchandise Authorisation (RMA) confirmation from Kool Gadgets. We strongly advise you to use a secure signed-for delivery service and that the cost of returning the goods is your responsibility.
Goods damaged in transit
Your goods should reach you in perfect condition, but if a parcel arrives partly or completely damaged you should write those issues directly onto the delivery note in the presence of the delivery courier. If no issues are raised at point of delivery, the parcel will be considered as delivered in good condition and no subsequent claims or complaints can be accepted by Kool Gadgets. After this, should you want to pursue any issues further with the courier, you must put in a claim in writing directly to the courier within 3 days (public holidays excluded) following the day of delivery. This claim must be sent by registered post with a form for acknowledgment of receipt.
Please be aware that comments on the delivery note such as ‘Subject to unpacking/inspection’ or ‘Damaged box’ have no legal standing; if you are not happy with the condition of your parcel and/or products, please refuse it on delivery. Send your photos (if available) by e-mail to Koolgadgetsuk@hotmail.com. We will contact the courier and do our best to find a solution and get you your goods in proper condition.
Any unclaimed parcel that is returned to Kool Gadgets can be sent back to you provided that you repay the delivery fees.
If you have to refuse a delivery:
If refusing a delivery and sending it back to Kool Gadgets because the goods have been damaged in transit, please take photos of the damaged parts of the product, the whole parcel and the whole product(s). Also give a detailed description of the damage on the delivery slip.
If the courier does not offer to stay when you open the parcel, then accept the parcel and cross the ‘Received in good state’ (or similar) reference above the addressee signature space on the delivery note. Explain that you were not able to check the state of the parcel and goods because the courier would not stay with you while you checked your parcel.
Contact us before 10am on the morning following delivery by e-mail at Koolgadgetsuk@hotmail.com