Claims and returns

The ordered goods are not alright, or not according to your expectations? We will advise you how you can complain about the goods, or we will help you with the return of the products.

I want to complain about a product or shipment If the purchased product does not work properly, we will take care of help with setup, repair or replacement. You must fill out the complaint form and send it to our address together with the products. Claim goods

I want to withdraw from the contract and return the product You can withdraw from the purchase contract within 14 days from delivery, i.e. return goods purchased in our e-shop without giving a reason. You must fill out the contract withdrawal form and send it to our address together with the goods.  Return goods

 

FAQ - Answers to the most frequently asked questions

1. How can I contact the Complaints Department?

You can contact our Complaints Department by sending an e-mail to: info@cool-mania.eu.

 

2. How long does it take to process a claim?

We process complaints promptly, but no later than within 30 days from the date of receipt.

 

3. How to proceed when returning goods?

You can withdraw from the contract and return the goods without giving a reason within 14 days from the moment when you or a person designated by you receive the goods. After returning the goods, we will return the paid purchase amount to you in the form of a sending payment to your account. 

 

4. Can I withdraw from the contract if I buy as a company?

No, unfortunately the company is not an individual and thus cannot return the goods within the legal period of 14 days as with private persons. It is possible to agree on the exchange of goods for another products.

 

5. Who bears the costs of shipping returned goods?

Returning the goods back to our warehouse is entirely within your competence. This also applies to the costs associated with it.

 

6. Where should I send the goods I want to return?

Before you return the goods, pack them properly, and stick a label with our address onto the outer side of the package. Here is the address for sending the package with the returned goods:

Media Leaders s.r.o. (RETURN)
Dlha 4
974 05 Banska Bystrica
Slovakia

But be careful! We will not be held responsible for the condition in which we receive your package from the carrier. Therefore, before sending the goods, put them in the original condition in which they came from us, and fill the box with material that will protect the goods from damage during transport. If, despite this, something happens to your shipment on the way to us, immediately contact the carrier who took over the package from you and claim compensation for the damage.

 

7. I want to exchange the goods (e.g. because of the wrong size). How should I proceed?

If the product has not been used at all (that is, there is no impurities on it - hair, dirt, etc.), it has only been tried on, it is possible to exchange the product for another size. However, it is necessary to fill out the complaint form and indicate in the note the request for exchange for another product/another size.

 

8. Can I return any type of product?

Definitely not. The law precisely defines which categories of goods cannot be returned. For example, in-ear headphones (spy headphones) and the like.

The buyer cannot withdraw from the contract of which it is the subject

1. sale of goods made according to the special requirements of the buyer, custome-made goods or goods intended specifically for one buyer (e.g. production of a neon logo or for a gobo projector, custom made name tags according to the buyer's request),
2. sale of goods that are subject to rapid quality reduction or deterioration,
3. sale of goods enclosed in a protective packaging, which is not suitable for return due to health protection or hygiene reasons and whose protective packaging was broken after the delivery of products (for example, in-ear headphones - spy earpieces, nitrite cleaner, etc.),
4. the provision of electronic content other than on a physical medium, if its provision began with the express consent of the consumer and the consumer declared that he was properly informed that by expressing this consent he loses the right to withdraw from the contract (for example, a software digital/electronic license).

 

9. When will I receive my payment for the returned goods?

We send money for returned goods no later than 14 days after receiving the package and checking the returned goods. By law, we have 14 days from the date of receipt in the warehouse to process the goods from the contract. You will get your money back using the same method as the payment came to us. With express payments (Credit card, Google Pay, Apple Pay, etc.), the money will arrive in your account within 3 working days. Bank transfer usually takes 1-3 business days. If the payment was cash on delivery, you must fill in the form the account number in IBAN format (Add also Receivers name) for the refund and we will refund the payment via bank transfer.