Change your mind about a panel within 14 days of delivery and return it. This page covers exactly how that works for panels and accessories, ice baths, custom-built orders, services, and rentals.
Panels and accessories: the 14-day return
If you change your mind about a panel or accessory, request a return within 14 calendar days of receiving your order. Ice baths follow your order agreement instead (below).
- Opened is fine. The item must be complete (all parts, accessories, packaging, and documents) and not damaged. We inspect it before we refund.
- We collect it. A flat S$49 collection fee applies and is deducted from your refund.
- Refund to your original payment method once we have inspected the item. Delivery charges on the original order are not refunded.
- 0% instalment plans. We refund what you have paid so far and stop the remaining card payments.
- 3-Year Care. If you bought 3-Year Care with a panel and return the panel within the 14 days, the Care is refunded in full.
- Faults are different. A fault is never a change-of-mind return. See Faulty or damaged items below. No fee applies.
Ice baths
Ice baths are not covered by the 14-day return. Every ice bath order follows your order agreement.
- Before your space is confirmed and approved: your S$100 reservation is refundable.
- After your build starts: 20% of the build price, or our documented costs if lower.
- Once installed: the warranty applies. Vitalis trial orders follow the 30-day trial terms in your order.
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 return
- Within 14 days of delivery, start the return from your order in My Account or WhatsApp +65 8122 2252. You can also email support@coolbionic.com with your order number.
- We confirm and arrange collection within 2 business days.
- Once we receive and inspect the item, your refund (less the S$49 collection fee) 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. A fault is never a change-of-mind return. It is handled under our warranty (2 years on panels and ice baths) and Singapore’s Lemon Law, with no collection fee. Under the Lemon Law, a defect that shows up within 6 months of delivery is presumed to have been there at delivery. We repair or replace first, and refund if that is not practical. 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 7 October 2026. This page summarises and applies the refund terms in our Terms and Conditions.
