Change your mind within 7 days of delivery and we refund you in full, including what you paid for shipping. This page covers exactly how that works for standard products, custom-built orders, services, and rentals.
Standard products: the 7-day refund
If you are not satisfied for any reason, request a full refund within 7 calendar days of receiving your order.
- Full refund. You get back the purchase price and the original shipping cost.
- Return shipping on us. We provide a prepaid label or reimburse reasonable return shipping costs.
- Opened is fine. Products can come back opened or used, provided they are not damaged beyond normal trial use. Include all original accessories, packaging, and documentation.
- Exclusions. Refunds are not available for products that are wilfully damaged, substantially modified, or missing essential components.
Custom-built orders
Some of our products are built to order to your configuration. These are identified as custom-built at purchase, and custom orders typically take around 21 days to build and deliver.
- Before production starts: cancel for a full refund.
- Once production starts: custom-built orders are non-refundable, because the unit is made for you.
- Defects are always covered. If a custom-built product arrives faulty or develops a fault, warranty service and your statutory consumer rights apply in full.
Services, care plans, and rentals
- Scheduled services (relocation, servicing, tune-ups): cancel or reschedule free of charge up to 48 hours before your appointment. Inside 48 hours, a call-out fee may apply. Completed services are non-refundable.
- Care plan subscriptions: cancel anytime through your account. Cancellation takes effect at the end of the current billing period.
- Rentals and event bookings: cancellation terms are stated in your booking confirmation.
How to request a refund
- Contact support@coolbionic.com within 7 days of delivery with your order number and reason for return.
- We confirm and send return shipping instructions within 2 business days.
- Once we receive and inspect the returned product, your refund is processed within 10 business days, to your original payment method.
Delivery timelines
| What you ordered | Delivery time |
|---|---|
| Singapore: standard items | 1 to 3 business days |
| Singapore: small non-standard, non-electronic items | Around 5 days |
| Singapore: custom-built orders | Around 21 days |
| Malaysia: small non-electronic items | 7 to 8 days |
| Malaysia: all other items | Around 18 days |
| Other markets | See our Shipping Policy |
Faulty or damaged items
If your product arrives damaged or develops a fault, contact us with photos of the issue and your order number. Faulty items are handled under our warranty and do not use up your 7-day change-of-mind window. See our Terms and Conditions for full warranty terms.
Your consumer rights
Nothing in this policy limits your statutory rights. In Singapore, the Consumer Protection (Fair Trading) Act protects you against unfair practices. If the consumer protection laws where you live give you more generous rights than this policy, those laws prevail. The full country-by-country summary is in our Terms and Conditions.
Last updated 10 July 2026. This page summarises and applies the refund terms in our Terms and Conditions.