Refund policy

Return and Refund Policy

Last updated: 10 June 2026

Thank you for shopping with Staying Cool. This policy applies to purchases made from our online store and is written for customers in the United Kingdom.

Your right to cancel

For most online purchases delivered to the UK, you have the right to cancel your order within 14 days after the day you receive the goods. After telling us you want to cancel, you then have another 14 days to return the goods.

To start a return or cancellation, contact us at yayitsjon@gmail.com with your order number and the email address used at checkout.

Return condition

Items should be returned unused, clean, complete, and in their original packaging where possible. Please include all accessories, manuals, cables, cases, clips, and inserts supplied with the item.

For hygiene reasons, cooling towels and wearable cooling products must be unused if returned because you changed your mind. This does not affect your rights if an item is faulty, damaged, misdescribed, or otherwise not as expected under UK consumer law.

Faulty, damaged, or incorrect items

If your item arrives faulty, damaged, incomplete, or different from what you ordered, contact us as soon as possible with photos or video. We will help with a replacement, refund, or return where appropriate.

Return shipping

If you are returning an item because you changed your mind, you are normally responsible for return shipping costs unless we agree otherwise in writing. If the item is faulty, damaged, or incorrect, we will support the return or remedy in line with your legal rights.

Refunds

Once we receive your return, or you provide proof that you sent it back, we will process any refund due within 14 days. Refunds are made to the original payment method where possible. Your bank or payment provider may take additional time to post the refund.