Refund policy
Return the items
We offer a 7‑day return window, meaning you may request a return within 7 days of receiving your item.
To qualify for a return, the item must be in original condition — unused, unworn, with all tags attached, and in its original packaging. A receipt or proof of purchase is required.
To initiate a return, please contact us at service@ikoolcore.com.
Once your return request is approved, we will provide detailed instructions on how and where to send the package.
Items returned without prior authorization will not be accepted.
Please ship approved returns to:
- Name: Michael Zhu (iKOOLCORE)
- Phone: +852 9518 3888
-
Address: Flat A1, 3/F, Lungga Mansion, 46A Belcher's Street, Kennedy Town, Hong Kong, China.
（中文地址：香港島西區堅尼地城卑路乍街46號隆基大樓3楼A1室） - Email: service@ikoolcore.com
You may contact us anytime at service@ikoolcore.com for questions regarding returns.
International orders
For all international orders, customers are responsible for:
- Return shipping costs
- Any applicable customs duties or import taxes
Shipping fees paid at checkout are non‑refundable, as the shipping service is considered completed once the order leaves our warehouse and is delivered to the destination country.
Damages and issues
Please inspect your order upon arrival. If the item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right.
Exceptions / non‑returnable items
The following items cannot be returned:
- Shipping fee when orders were shipped out
- Custom or personalized products
We also do not accept returns for sale items or gift cards.
If you are unsure whether your item qualifies, please contact us.
European Union 14‑day cooling‑off period
For orders shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason.
Returned items must remain in original condition (unused, unworn, with tags, and in original packaging) and must include proof of purchase.
Refused packages / returned shipments
If a package is refused by the recipient or returned to us due to non‑delivery, we will process a refund after our logistics partner confirms receipt of the returned package.
Please note:
- Shipping fees are non‑refundable, as the shipping service has already been completed.
- Any additional return shipping charges or customs fees incurred due to refusal will be deducted from the refund and are the responsibility of the order holder.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval status.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process the refund.
If more than 15 business days have passed since your return was approved, please contact us at service@ikoolcore.com.