Refund policy

RETURN POLICY

Last updated: March 10, 2026

We want you to be completely happy with your purchase. If something isn't right, we're here to help.

RETURNS

You have 30 days from the date you received your item to request a return. To be eligible for a return, the item must be:

  • Unused and in the same condition you received it
  • In its original packaging
  • Accompanied by proof of purchase (order confirmation email or receipt)

Items that cannot be returned:

  • Gift cards
  • Sale or clearance items (unless defective)
  • Items marked as "final sale"
  • Items that have been used, worn, washed, or altered

HOW TO START A RETURN

  1. Contact us at support@keepukool.com with your order number and the reason for the return.
  2. We will send you a return authorization and instructions on where to ship the item.
  3. Pack the item securely in its original packaging.
  4. Ship the item to the address we provide.

Please do not send items back without contacting us first. Returns sent without authorization may not be accepted.

REFUNDS

Once we receive and inspect your returned item, we will notify you by email. If your return is approved:

  • Your refund will be processed to your original payment method.
  • Please allow 5-10 business days for the refund to appear on your statement, depending on your bank or credit card company.
  • Original shipping costs are non-refundable unless the return is due to our error or a defective product.

EXCHANGES

If you received a defective or damaged item, or need a different size or color, contact us at [YOUR EMAIL ADDRESS] and we will arrange an exchange at no extra cost.

DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged or defective, please contact us within 7 days of delivery with photos of the issue. We will send a replacement or issue a full refund, including shipping costs.

SHIPPING COSTS FOR RETURNS

  • If the return is due to our error or a defective product, we will cover the return shipping cost.
  • For all other returns, the customer is responsible for return shipping costs.

LATE OR MISSING REFUNDS

If you haven't received your refund after 10 business days:

  1. Check your bank account or credit card statement again.
  2. Contact your bank or credit card company — it can sometimes take time for refunds to be officially posted.
  3. If you've done both and still haven't received your refund, contact us at support@keepukool.com.

QUESTIONS?

If you have any questions about our return policy, please contact us at support@keepukool.com.