Refund policy

Trade name: COOLOVE Legal entity (seller and data controller): Fuzhou Cangshan District Mobiwei Trading Co., Ltd. Legal Representative: Pei Yin Registered address: 09, Floor 3, A7#, Rongqiao Hanlin County, No.10 Gaohu Rd., Sancha St., Cangshan District, Fuzhou, Fujian, China Phone: +86 180 6502 0370 Email: support@coolove.co.uk

We want you to love your purchase. If you are not completely satisfied, you can return your item in line with the policy below. This policy explains both your legal rights as a consumer and the additional voluntary returns service we offer. Nothing in this policy affects your statutory rights.

1. Who We Are and the Scope of This Policy

1.1 This policy is issued by COOLOVE. "COOLOVE" is our trade name; the legal entity that sells to you and is responsible for this policy is Fuzhou Cangshan District Mobiwei Trading Co., Ltd. ("we", "us", "our").

1.2 Our legal representative is Pei Yin. Our registered address is 09, Floor 3, A7#, Rongqiao Hanlin County, No.10 Gaohu Rd., Sancha St., Cangshan District, Fuzhou, Fujian, China. Our phone is +86 180 6502 0370. Our email is support@coolove.co.uk.

1.3 This policy applies to products purchased directly from our UK online store at coolove.co.uk.

1.4 This policy sets out:

(a) your statutory right to cancel or withdraw from the contract under UK consumer law; and
(b) the additional voluntary returns service that we offer.

1.5 Nothing in this policy affects or limits your statutory rights. Where this policy and applicable law differ, your statutory rights prevail.

1.6 Geographic scope. The statutory right to cancel under Section 2 applies only to orders delivered to the United Kingdom. At present, this policy does not apply to any European countries or regions other than the United Kingdom, and orders delivered outside the UK will not be entitled to the statutory cancellation right described in Section 2.

2. Your Statutory Right to Cancel (UK Customers Only)

2.1 UK customers. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days from the day you (or someone you nominate) take physical possession of the goods. You do not need to give a reason.

2.2 How to cancel. Email support@coolove.co.uk within 14 days with your order number and a clear statement that you wish to cancel. You must then send the goods back to us without undue delay and no later than 14 days from the day you tell us you wish to cancel.

2.3 Restocking fee. No restocking fee of any kind is charged when you exercise your statutory cancellation or withdrawal right.

2.4 Cost of returning the goods.

(a) We bear the direct cost of returning the goods where the goods are returned in a condition that allows them to be resold.
(b) Where the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, and this has reduced their value, we may deduct the amount of that reduction in value from your refund.
(c) If the returned items cannot be resold, the return shipping cost will be deducted from your refund.
(d) Any assessment under this clause is communicated to you, together with the basis for it, before you return the goods or, where the assessment can only be made on inspection, before any refund is processed.

2.5 Reasonable handling. You are entitled to inspect and handle the goods as you would in a shop. You are only liable for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. We will not refuse a refund, and we will not charge any fee, simply because the item has been unpacked, inspected, or assembled for inspection.

2.6 Refunds under this right. We will refund all payments received from you, including the standard cost of outbound delivery, within 14 business days of receiving the returned goods or of receiving evidence that you have sent them back. The refund is made using the original payment method.

2.7 Exceptions. The right to cancel does not apply to bespoke or made-to-order items, personalised products, or goods unsealed for hygiene reasons.

3. Our 30-Day Voluntary Return Window

3.1 In addition to your legal rights set out in Section 2, we accept returns of non-quality issues within 30 days of the date you receive your item, subject to the conditions in clause 3.3.

3.2 This voluntary window is a supplementary service. It does not and cannot override, replace or reduce your statutory cancellation rights described in Section 2.

3.3 To be eligible under this voluntary window for a non-quality-issue return:

(a) the item must be in a condition that does not affect its resale, i.e. it must be possible to restore the item to its original sellable state;
(b) all original packaging and accessories must be included;
(c) you must provide the order confirmation or other proof of purchase;
(d) the return must be sent using the return address and instructions provided by us; and
(e) we provide a return shipping label once your return is approved.

3.4 Charges under this window. Where a return is accepted under this voluntary window:

(a) the return shipping cost is deducted from your refund; and
(b) we do not charge any restocking fee.

4. Quality Issues (Faulty, Damaged on Arrival, or Incorrect Items)

4.1 If your item is faulty, damaged on arrival, or is not the item you ordered, this is a quality issue.

4.2 How to report. Email support@coolove.co.uk with your order number, a description of the issue, and photographs or a video showing the fault or damage. We will confirm the return or resolution path with you.

4.3 Cost. For confirmed quality issues we bear the cost of returning the goods, and no restocking fee is charged.

4.4 Remedies. Depending on your preference and the circumstances, we will offer a repair, a replacement, or a full refund (including the original outbound delivery cost). Refunds are processed within 14 business days in accordance with Section 7.

5. Damaged, Used or Non-Resellable Goods

5.1 This section applies where goods are returned in a condition that cannot be restored to a sellable state. Any of the following conditions shall be regarded as rendering the goods non-resellable:

Damage to boards/panels: Visible scratches, cracks, breaks, chipping, or missing corners on boards or panels.
Signs of assembly: Severe assembly marks, such as enlarged screw holes, stripped screws, damaged hardware, or warped boards.
Signs of use: Clear evidence of prior use beyond opening and inspecting, such as cushion collapse, surface wear, or odours.
Chemical stains: Stains left by paint, ink, corrosive liquids or other chemicals that are difficult to remove.
Missing parts: Missing main accessories or functional components.
Severe packaging damage: Packaging that is severely damaged with accessories scattered, contaminated, or exposed to dirt.

5.2 Where goods are received in such a condition, we may at our option:

(a) decline the return, having assessed the condition on receipt; or
(b) accept the return and issue a partial refund based on the residual value of the goods.

5.3 Basis of assessment. Any reduction is limited to, and calculated by reference to, the loss of value attributable to the condition described in clause 5.1. The assessment, and the basis for it, is communicated to you. Where an assessment can only be made on inspection, we will tell you before any refund is processed.

5.4 Your statutory rights. Nothing in this section overrides your statutory cancellation rights in Section 2. In particular, we will not refuse a refund simply because the item has been unpacked, inspected, or assembled for inspection.

6. How to Return Your Item

6.1 Return authorisation. Contact us first so that we can approve the return and tell you the return address and instructions. The return address is:

CARGO AGRICULTURE, Main Road, Old Leake, Boston Lincolnshire, PE22 9HT, United Kingdom.

6.2 Return label. We provide a return shipping label. You must print the label yourself and attach it to the parcel.

6.3 Large furniture. Large furniture items are not eligible for home pick-up. You must print the return label yourself and deliver the parcel to the courier drop-off station designated in the instructions we provide.

6.4 Packaging. Please pack the goods securely, including all original packaging and accessories where required by clause 3.3(b), and obtain and keep proof of postage.

6.5 Returns are treated as having been made in time where you send the goods back, or hand them to the carrier, before the applicable deadline.

7. Refunds

7.1 Start of the refund period. Refund processing begins on the date we receive the returned goods or, if earlier, the date on which you provide proof that you have sent the goods back.

7.2 Timeframe. Refunds are processed within 14 business days of the date in clause 7.1.

7.3 Method. All refunds are made to the original payment method.

7.4 Deductions. Where a deduction applies, it is itemised and explained to you before the refund is paid. The only deductions we may make are:

(a) the return shipping label cost (in the circumstances described in clause 2.4(c) or clause 3.4(a));
(b) the reduction in value attributable to handling or condition (clauses 2.4(b) and 5.3).

7.5 Delivery cost. For statutory cancellation (Section 2) and for quality issues (Section 4), the standard cost of outbound delivery is included in the refund.

8. Exclusions

8.1 Gift cards, final-sale and clearance items are excluded from the voluntary return window.

8.2 The statutory right to cancel (Section 2) does not apply to bespoke or made-to-order items, personalised products, or goods unsealed for hygiene reasons.

8.3 The exclusions in this section do not limit any rights you have in respect of faulty or misdescribed goods.

9. Complaints and Dispute Resolution

9.1 If you are unhappy with our handling of a return or refund, please contact us first at support@coolove.co.uk or +86 180 6502 0370, and we will try to resolve the matter promptly.

9.2 If we cannot resolve your complaint, you may refer it to the relevant consumer dispute resolution body in your country.

9.3 Nothing in this section prevents you from exercising your legal rights, including before the courts.

10. Changes to This Policy and Contact

10.1 We may update this policy from time to time. The version applicable to your order is the version in force at the time you placed your order.

10.2 Contact. Email: support@coolove.co.uk; telephone: +86 180 6502 0370. Customer service is available 24 hours a day, 7 days a week (UK time / GMT).