Refund policy

1. 14-Day Right of Withdrawal

We offer a 14-day right to return. This means you have 14 days from the date you receive your product to request a return.

As our products are classified as pet nutritional supplements, the requirements for returns are strict for safety reasons. For a return to be accepted, the product must be unopened and in the same condition as when you received it. The seal on the jar or packaging must be completely unbroken. You will also need to present a receipt or order confirmation.

2. Exceptions and Non-Returnable Items

Certain goods are excluded from the right to return. This applies specifically to goods that can deteriorate quickly, as well as goods that cannot be conveniently returned due to health or hygiene reasons if the seal is broken.

• Pet nutritional supplements: We do not accept returns of pet nutritional supplements or other edible products where the packaging or seal has been broken after delivery. This is to ensure product safety for all of our customers' animals.
• Other exceptions: We do not accept returns of gift cards or items explicitly sold as non-refundable during promotions.

Please contact us if you are unsure whether your item can be returned.

3. How to Request a Return

To initiate a return, always contact us first at support@cooltass.com.

If your return is accepted, we will send you instructions on how and where to send the package. Please note that the customer is responsible for return shipping costs in the event of a cancelled purchase. Items sent back without a prior return request will not be processed.

Return address: CoolTass, Fagerstagatan 6, 163 53 Spånga (Warehouse)

4. Damage and Complaints

Always check your order carefully when you receive it. If the packaging is damaged, the product is defective, or you have received the wrong item, please contact us immediately at support@cooltass.com. Please attach a photo of the damage for faster processing.

5. Exchanges

The fastest way to exchange a product is to return the unopened item and, once the return has been approved, make a new separate purchase of the item you want.

6. Statutory Right of Withdrawal (EU)
Under EU consumer protection law, you have the right to cancel your order within 14 days. For complementary feed, this only applies if the product is returned with the seal unbroken. If the seal is broken, the right of withdrawal no longer applies, as the product can no longer be resold for hygiene reasons.

7. Refunds
Once we have received and inspected your return, we will notify you by email whether the refund has been approved. If approved, the amount will be refunded automatically to your original payment method within 10 business days. Please note that it may take a few extra days for your bank or card issuer to process and post the refund to your account.

If more than 15 business days have passed since we approved your return, please contact us at support@cooltass.com.