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Post-Sale Service Policy

RETURNS 

When returning your items, please include any accessories, branded boxes or cases that came with your order, in the reusable CoolWallet packaging. If anything is damaged or missing from your return, you may not receive your refund.

Here’s what you need to do:

  1. If you have a return request, please contact CoolWallet team [email protected]  within 7 days of the date you receive the product and we will assist you.
  2. Please place each item to be returned into CoolWallet’s original courier box with its original packaging/dust bag/protective box.

Before arranging the pickup of the return, the carrier company will contact you. Please keep your phone available and ensure the return label is scanned on-site, allowing you to track the package.

Replace a Damaged, Defective, or Broken Item
If you received a damaged or defective item, we’ll ship you a replacement of the exact item. If you would like to exchange an item for another,  please reach out to CoolWallet team [email protected] within 7 days of the date of delivery, and we’ll assist it or offer a refund based upon your original payment method.

REFUNDS

A refund will be provided after we process your return item at our facilities. It can take up to 7 days for us to receive and process your return. We issue the refund to the original payment method, and it may take additional time for your financial institution to process the refund.


Warranty Information

One-Year Limited Warranty for CoolWallet products

  1. The limited warranty applies exclusively to CoolWallet series products purchased directly from CoolBitX or through CoolBitX’s authorized local distributors.
  2. All CoolWallet series products sold by CoolBitX include a limited warranty valid for 12 months from the date of purchase.
  3. Upon receiving your warranty request, our service personnel will inspect and verify the issue with your product to determine if it meets the warranty conditions. If necessary, you may be asked to return the defective product. If the product qualifies under the warranty conditions, CoolBitX will provide a complimentary replacement with a new product.
  4. The company reserves the final right to determine whether to provide a replacement with a new or equivalent product.

Warranty Exclusions

  • The warranty period has exceeded 12 months.
  • Defects caused by improper storage, incorrect usage, or incorrect installation.
  • Defects caused by unauthorized modifications to the product’s structure.
  • Damage resulting from self-modification, cutting, or repairing the product.
  • Non-original purchasers (warranty rights are non-transferable).

Instructions

CoolWallet Online Purchase

You can submit a warranty request via email with the subject line “Warranty Application” to our customer service at [email protected] Please include the following information in your email:

  • Full name of the purchaser (must match the order information on our website).
  • Purchase date and order number of the product under warranty (can be found under “You email ” → “Subject: Order Received – CoolWallet Purchase”).
  • A brief description of the reason for the warranty request, along with photos or videos showing the issue with the product.
  • Your contact email address.

CoolWallet Authorized Reseller/KOL Group Purchase

You can submit a warranty request via email with the subject line “Warranty Application” to our customer service at [email protected] Please include the following information in your email:

  • Full name of the purchaser.
  • Purchase invoice or proof of purchase.
  • A brief description of the reason for the warranty request, along with photos or videos showing the issue with the product.
  • Your contact email address.

We will process your warranty request upon receiving your email and will proactively contact you.

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