Refunds & Exchanges
Cancellations
If you have changed your mind and wish to cancel your order please contact Customer Services on 01787 881144 as soon as possible. If this is outside office hours please use our contact us form. We also recommend calling as soon as the office reopens. If your goods have not already been dispatched we will cancel your order and process a refund. In cases where the order has already been dispatched you will need to return the goods to us at your expense, once goods have been received we will process a refund.
UK
The cost of postage for returns is your responsibility, however you may contact us for a returns postage label and the cost of £5.00 will be deducted from the refund.
EU Countries & Rest of World
We can accept returns from outside the UK but please be aware that you will be responsible for the cost of shipping, including any taxes and duty. Also please be aware that the original duty and taxes cannot be reimbursed.
Refunds
(Please note all full price purchases must be received for refund within 14 days of purchase or returned by 14th January if purchased in December for a Christmas present. Goods must be returned in their original condition, unworn and with all tags/labels in place.)
Please use the contact us form on our website to advise us that you wish to return your item. Please state your order number and the item/s to be returned along with the reason for return. If you are in the UK please advise at this point if you would like a returns postage label.
Once you have advised of the return please complete the returns section on your returns form. If you don’t have a returns form you can download one here. Download returns form
Please include the returns note with your goods and return them to us in their original outer packaging or in suitable protective packaging (please help us to be more sustainable by protecting the inner box so that this can be re-used).
Return goods to:-
Coolcasc
c/o Manbi Active Brands Ltd
Milner Road
Sudbury
Suffolk
CO10 2XG
We strongly recommend you use a recorded/tracked service and obtain proof of postage from your chosen courier. Without proof of postage should your item go missing in transit we will be unable to refund or exchange your goods.
If not using our returns label we strongly recommend you use a recorded/tracked service and obtain proof of postage from your chosen courier. Without proof of postage should your item go missing in transit we will be unable to refund your goods.
We process refunds as quickly as we can, but it can sometimes take a while between posting back the returned item/s and you receiving the refund into your account. Please note if you have opted to use our returns postage label we will deduct the cost of the return from the refund.
You can track your returned parcel to see that it has arrived safely at our warehouse. Once we have checked the product in, we will then process the refund. Please allow 7 days for the refund to reach your bank account and contact us if any issues after this period.
Refunds are always credited to the original method of payment.
Exchanges
Unfortunately we are unable to process exchanges, if you would like to exchange your item please place a new order and return the unwanted item as per our returns policy for a refund. If you have used a discount code for your original order please contact us before placing the order as we will supply a new discount code to be used for the second order.
Faulty goods or Packing errors
Should you find a manufacturing fault with your goods or we have made a packing error, please use the contact us form to email so that we may advise how to proceed.
Should you have any queries please don't hesitate to contact us using either our contact us form or by calling 01787 881144. Our normal office hours are Monday – Friday 9am – 5.30pm.