RETURNS & REFUNDS
Last updated: March 2026
We want you to be completely happy with your products from The Naturally Cool Company.
1. Standard (Non-Customised) Products
If you are a UK or EU consumer, you may cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.
To qualify:
· Notify us within 14 days of delivery
· Return goods unused and in original condition
· Return items within 14 days of cancellation
Return postage is your responsibility unless the item is faulty.
Refunds are processed within 14 days of receiving returned goods.
2. Customised or Personalised Products
Customised or personalised products cannot be returned or refunded because you changed your mind.
Cancellation rights do not apply to personalised goods once production has started.
This includes items printed, branded or made to order.
If a customised product arrives faulty, damaged, or does not match approved artwork, please contact us within 14 days and we will resolve the issue promptly.
3. Faulty Goods
If goods are faulty, not as described, or arrive damaged, please email:
We may request photographs.
Where a fault is confirmed, we will offer a replacement or refund.
Your rights under the Consumer Rights Act 2015 are not affected.
4. Refund Processing
Refunds are issued to the original payment method.
Bank processing times may vary.