Refund Policy

Overview

At Cold Cache, we want you to be completely satisfied with your purchase. This refund policy explains your options if you need to return an item, request a refund, or report a problem with your order. We're an independent specialist retailer for insulated bags and ice packs from leading brands including Joseph Joseph, Stanley 1913, Kilner, and BUILT, and we're committed to clear support before and after your order.

Return Window and Eligibility

You may return most items within 30 days of delivery for a refund. To be eligible for a return, the item must be in its original condition, with all tags, labels, and packaging intact. The item should not show signs of use beyond what's necessary to inspect it.

Returns are accepted within 30 days of delivery, as stated in our policy.

How to Start a Return or Refund Request

To begin a return or refund request, contact our after-sales team. You can reach them by email at aftersales@coldcache.shop. Please include the following information so we can process your request quickly:

• Your order number
• The item name and product model (if applicable)
• A description of the issue
• For damaged or packing problems, include photos of the item and the box it arrived in
• Your full name and the email address used at checkout

Our after-sales team will verify the order and item status in our system, provide a resolution, return label, or replacement plan according to policy. They coordinate with the shipping carrier if a package is stuck or lost and will update you until your case is closed.

Refund Processing and Shipping Fees

Once we receive your returned item and confirm it meets the eligibility criteria, we will process your refund to the original payment method. Refunds are issued for the purchase price of the item.

Shipping fees: Standard shipping costs $8.00, and orders over $45.00 ship free. The original shipping fee is not refundable unless the return is due to our error (for example, we sent the wrong item or the item arrived damaged), or if a product is confirmed to be inauthentic (see the Authenticity Guarantee section below).

Damaged, Incorrect, or Defective Items

If your item arrives damaged, is incorrect, or has a defect, please contact our after-sales team at aftersales@coldcache.shop within the 30-day return window. Include photos of the item and the box it arrived in, along with your order number and a description of the issue.

The after-sales team will verify the order and item status, and if the claim is approved, we will arrange a refund and return shipping through the storefront's standard return process. We may also offer a replacement if that's more appropriate for the situation.

Quality Assurance Reviews

For quality-related concerns—including defect reports, safety concerns, or authenticity claims—our quality assurance department handles the investigation. You can submit your claim by emailing quality@coldcache.shop with the following information:

• Your order number
• Product model or serial/batch number
• Clear photos of the item and packaging
• A full description of the issue

The quality assurance process works as follows:

• We log and acknowledge your claim within one business day.
• We compare the item against our sourcing records and manufacturer data.
• We inspect photos or, if needed, request the item back for physical review.
• We issue a written resolution within three business days of receiving complete information.
• If approved, we arrange a refund, replacement, or correction through the after-sales team.

Unresolved quality disputes are reviewed by the operations manager. Safety or recall concerns are reported to the relevant manufacturer and authorities.

Authenticity Guarantee

We guarantee that everything we sell is authentic and sourced through authorized channels. We do not sell counterfeits, replicas, factory rejects, or used items described as new. If a product is shown to be inauthentic, we accept full responsibility.

Our sourcing standards: We source exclusively from authorized brand distributors, brand-approved wholesale partners, and manufacturers' official surplus channels. We require original packaging, model tags, and lot or batch codes whenever they exist. We do not buy from unverified third-party marketplaces or auction listings.

Our authenticity remedy: If we confirm that a product you purchased is not authentic, we will provide a full refund of the purchase price and original shipping, and we will cover the cost of return shipping. We will also notify the brand, remove the item from the catalog, and review our sourcing records to stop the same issue from recurring.

How to file an authenticity claim: Submit your claim to the quality assurance department at quality@coldcache.shop with:

• The order number or the email address used at checkout
• Clear photos of the product, all labels, tags, packaging, and any model or batch numbers
• A description of why you believe the item is not authentic
• Any supporting documents, such as the original order confirmation or correspondence with the brand

Our review process for authenticity claims:

• We acknowledge receipt within one business day.
• We compare the item details against our sourcing records and, when necessary, consult with the brand or an independent verification service.
• We provide a written verdict within three business days after we receive all requested information.
• If the claim is approved, we arrange a refund and return shipping through the storefront's standard return process.

Product Inspection and Quality Control

We encourage you to inspect your order when it arrives. Check that the brand name, model number, and care labels match the listing. If something looks different or you have any doubt, please contact us before using the item. We will verify it for you or, if needed, start a return under the storefront's return policy.

Our quality control processes include inspecting each product before listing, opening a sample from every incoming batch to confirm the model and check stitching, zippers, insulation lining, and ice-pack seals, and matching the physical item against the listing description and photos. If there is a mismatch, we correct the listing before it goes live.

Incoming shipments are logged by batch and checked for damage. Ice packs and other temperature-sensitive items are stored in a climate-controlled area. Items with broken seals, missing labels, or compromised packaging are quarantined and never offered for sale.

Warranty Information

Warranty coverage follows the product information and support guidance provided for each item. If you have warranty questions or need manufacturer support coordination, please contact our after-sales team at aftersales@coldcache.shop and we'll help you connect with the right support channel.

Contact Information

We're here to help. Here's how to reach us:

• Primary support: Email support@coldcache.shop for general questions about placing an order, payment, account details, checkout, coupon eligibility, order status updates, and simple modifications. We respond within 4 business hours during our service window.
• After-sales team: Email aftersales@coldcache.shop for order changes, cancellations, address corrections before shipment, tracking updates, delivery issues, return and refund requests, damaged or missing item reports, and warranty questions.
• Quality assurance team: Email quality@coldcache.shop for authenticity and product-condition claims, defect reports, safety concerns, and supplier quality issues.

Service window: Our team is available Monday through Saturday from 8:00 AM to 6:00 PM Pacific Time (PT), United States. Messages received outside these hours or on Sunday are placed in the service queue and answered on the next business day. Order processing continues automatically during off-hours.

Return Shipping

For approved returns, we'll provide instructions for returning the item. If the return is due to our error (damaged, incorrect, or defective item) or an approved authenticity claim, we will cover the cost of return shipping. For all other returns, the customer is responsible for return shipping costs.

How Refunds Are Issued

Refunds are issued to the original payment method used at checkout. We accept credit cards and PayPal. Once your return is approved and processed, the refund will be issued to the card or PayPal account you used for the purchase.

Questions?

If you have any questions about this refund policy, please contact us at support@coldcache.shop. Include your order number and a clear description of your question, and we'll get back to you promptly.