Refund policy
Returns and Refunds
We stand behind every piece we ship. If something isn’t right, we want to make it right.
Damage Free Delivery Guarantee
If your piece arrives damaged, misprinted or not as pictured, we’ll send a free reprint or a full refund, whichever you prefer. No need to send anything back.
To file a claim, email support@koolydesign.store within 14 days of delivery with your order number and these photos:
- The shipping box and packaging, showing any outside damage
- The full artwork, with all plastic wrap removed
- A close up of the damage or print issue
- The damage from at least two different angles
Photos of the artwork must be taken with the plastic wrap removed so the damage is clearly visible. Claims without all of these photos cannot be approved for a reprint or refund.
30 day money back returns
Returns are accepted within 30 days of delivery. To be eligible, the piece must be in the same condition in which it arrived: unaltered, and ready to come back to us the way it left. Please take photos of the piece and its packaging before sending it back.
Discounted items
Items bought on sale or with a discount can be returned on the same terms and are refunded the amount you paid.
How to start a return
Email support@koolydesign.store with your order number before sending anything back. Returns must be set up with us first in order to receive a refund.
Return shipping
Return shipping is the customer’s responsibility. We can create a prepaid label for you at our negotiated rates, which are much lower than a UPS or FedEx counter, and deduct the cost from your refund. You are also welcome to use your own carrier. Return shipping is never charged for damaged, misprinted or wrong items covered by our Damage Free Delivery Guarantee.
Refunds
Once we receive and inspect your return, we’ll let you know whether it’s approved. Approved refunds go back to your original payment method within 10 business days. No store credit or gift cards. Your bank or card company may take a few extra days to post it. If more than 15 business days have passed since your return was approved, email support@koolydesign.store.
Exchanges
The fastest way to get a different piece or size is to return the one you have and, once the return is accepted, place a new order.
Non returnable items
Gift cards cannot be returned.
European Union 14 day cancellation right
If your order ships to the European Union, you may cancel or return it within 14 days of delivery for any reason. The piece must be unused, in the condition you received it and in its original packaging, with your order number or proof of purchase.