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Refund policy

Returns and exchanges  

From the moment you receive the order, you have 30 calendar days to make the exchange or return, provided that the conditions of our return and exchange policy are met.

Process and conditions to make an exchange or return of an item:

1. To make an exchange or return it is essential that you present the order number and the return code (you will find it in the purchase confirmation email).

2. The items must be in perfect condition. They must not be used.

3. For the exchange or return, it is essential that the item is sent in the box in which you received it.

4. It must be delivered to our headquarters within 30 days. We recommend that you send it by certified mail to ensure that the package is received correctly. The data to make the shipment are:

C/ Charles Robert Darwin, 34-36
46980 Paterna, Valencia, Spain

Exchanges or returns for orders from the Canary Islands will be sent to one of our collaborating points. The shipping addresses are:

Santa Rita de Casia Av., 5
35220, Las Palmas de Gran Canaria, Las Palmas, Canary Islands, Spain
Tel. 669 018 336 / 928 686 825
Autopista del Nte, TF-5, Exit 36
38312, La Orotava, Tenerife, Spain
Tel. 615 560 453
Santa Cruz - La Laguna Highway
38205, San Cristóbal de la Laguna, Tenerife, Spain
Telf. 695 290 774
C/ del Castillo, 58
38003, Santa Cruz de Tenerife, Tenerife, Spain
Telf. 822 295 307 / 922 290 576
C/ Francisco Pi y Arsuaga, 2
35600, Puerto del Rosario, Las Palmas, Las Palmas, Spain
Phone. 628 472 937 / 928 856 592

No exchanges or returns are allowed in physical store, only through shipment.

5. Coolway is not responsible for the amounts for the logistics of delivery in case of requesting an exchange or return. The shipping cost will be paid by the customer. We do not accept in any case freight collect shipments.

6. As soon as we receive your order, we will verify the condition of the items and we will exchange or refund the items. If it does not meet the above requirements, we will contact you to inform you that we cannot make the exchange or refund.

7. Exchanges for another size have no additional costs.

8. The credit will be made in the same payment method used in the purchase.

9. The period for the refund of the return can vary between 3 and 12 working days from the reception of the return in our head office.