RETURN AND REFUND POLICY
Cancellations and Refunds: Coolstoves prides itself on having the best and most customer-focused returns policy in the industry. Cancel your order at any time before it ships, completely free of charge (exceptions apply, such as for special orders, see below).
If you have any questions, please email coolstoves@gmail.com or call us at (+90)-543-841-0532.
CANCELLATIONS
Before Your Order Ships: You can cancel your order at any time, for any reason, and without any deductions for any fees, up until the order is delivered to the courier company by us (average 1-3 business days). In this case, you will be given a full refund the same day.
If you need to cancel an order, please contact us as soon as possible so that we can issue you a full refund before your order is delivered to the courier company. Reach out to our representatives at (+90)-543-841-0532 during business hours, via the chat on the bottom right, or by emailing them at coolstoves@gmail.com anytime. (Our email address is monitored 24 hours a day, regardless of business hours. Our average response time is 30 minutes.)
After the Order is Sent (means the order has been delivered to the courier of the cargo company):
The order cannot be canceled after it is delivered to the cargo company until it is received by the buyer. The order can be returned unconditionally within 14 days after it is received by the buyer. However, in this case, all costs required for the return (shipping fee and customs fees, if any) will be the responsibility of the buyer. In this case, that is, after the order is delivered to the buyer by us with all responsibilities fulfilled and the product is delivered in a safe manner (not damaged in any way during transportation and fully functional, with all functions working), if the buyer cancels the order, all responsibilities and all transactions (such as repackaging the product, negotiating with the cargo company for return and obtaining a price and ensuring shipment with the cargo company) will be the responsibility of the buyer until the product is delivered to us. In this case, the full refund will be made on the same day without any deductions (if the product arrives damaged, a fee will be deducted in proportion to the damage) on the day the product is delivered to us.
CANCELLATION OF SPECIAL ORDERS
Since personalized or custom-made products are specially produced for your order, they cannot be canceled and returned. Special order brands include [names of custom made brands]. These units are custom made to your specifications or created after you place an order. They will begin building your unit after you place your order. Your warranty will guarantee you a fully functional and working product. If you are not sure if your order is custom or made to order, please message or call us.
All sales for Custom and Made to Order items are final.
EXCHANGE
If you need to change your product, you can do so. As the customer, you are responsible for all shipping costs during the return and exchange processes.
DAMAGE
Coolstoves is responsible for all shipping costs until the orders are delivered to the customers at their door.
The process to be followed if the product is delivered to the customer damaged:
- First of all, the customer takes a photo of the damage (at least 5 photos from 5 different angles) and sends it to us through the communication channels we provided above. In this way, the damage is reported to Coolstoves and the process begins.
- The photos we receive are examined by the masters at the beginning of production. According to this examination, if the damage occurs in the parts of the product that can be attached or removed, new parts are sent instead of the damaged parts, all costs being borne by us.
- If the damage is not in the parts of the product that can be attached or removed as a result of the examination carried out by our masters: a full refund is made according to our customer's preference or the damaged product is replaced with a new one as soon as possible, all costs being borne by Coolstoves.
NOTE 1: FOR THE RULES UNDER THIS TITLE TO WORK, WHEN THE ORDER IS RECEIVED BY THE CUSTOMER:
- IF POSSIBLE, THE PACKAGE IS OPENED WITH THE COURIER AND THE DAMAGED SITUATION IS DETECTED WITH THE COURIER
- IF IT IS NOT POSSIBLE TO OPEN THE PACKAGE WITH THE COURIER, THE CUSTOMER STARTS TO OPEN THE PACKAGE WITH A VIDEO RECORDING WHILE OPENING THE PACKAGE AND RECORD IT.
NOTE2: Please inspect the packaging when your item(s) arrives, if you notice any damage you should note this when signing for the delivery. If your item(s) arrive damaged, please send photos of the damage, box and SKU along with a brief description of the damage to [email] and we will process an insurance claim on your behalf. For shipping damage, photos and videos must be sent within 24 hours of arrival or the shipping damage claim will not be valid. Any holes or visible signs of external damage must be reported within 24 hours.
SHIPPING TIMES
We promise to do our best to get your order to you as soon as possible. If our customers do not have a special cargo company preference, we deliver to your door worldwide with our contracted company DHL express international (except war zones). Unless there are unforeseen circumstances (such as customs periods that may vary from country to country), we deliver within a maximum of 7 business days. We provide estimated shipping times on the product pages. All orders are shipped within 1-3 business days and delivered within 5-7 business days.
We would like to state that we mostly comply with the delivery times we have specified. However, we would like you to know that we sometimes encounter unwanted delays. Although it is frustrating, we ask that you be patient and understanding with us during these difficult times. Thank you for your patience.
TAX
Taxes are not included in the product pricing. Any taxes that may arise after the order is placed are the responsibility of the buyer. (This is only a situation encountered in customs procedures) Taxes may vary based on the countries specified by the buyer.