Refund & Return Policy
1. Order Cancellations
Cancellations are accepted within 24 hours of purchase.
Upon cancellation, a refund will be issued to your original payment method.
After 24 hours, pre-order items enter production and in-stock items are prepared for shipment. No cancellations or refunds are possible after this time.
Please note: We cannot cancel an order that has already been shipped.
2. Returns & Exchanges: General Policy
30-Day Money Back Guarantee: We offer a 30-day return policy from the date you receive your item.
Condition: All items must be returned in their original, unused, and unaltered condition, with all tags attached and packaging included. Items not meeting this condition are not eligible for a refund.
Restocking Fee: A 30% restocking fee applies to all returns.
Shipping Costs: Original shipping charges are non-refundable. The customer is responsible for the cost of return shipping.
Processing Time: Please allow 7-14 business days for our team to process your return once it arrives at our facility.
Refund Method: Refunds are issued to the original payment method. Please note, store credit does not include the initial shipping fees.
3. How to Initiate a Return or Exchange
To start a return or exchange, please contact our customer service team at info@newcoolstatue.com.
You must include your order number and the reason for the return in your email.
4. Shipping of Returns
The customer is responsible for arranging and paying for the return shipment to our warehouse.
5. Defective, Wrong, or Damaged Items
If you receive a defective, incorrect, or damaged item, please contact us within 7 days of receipt.
In your email, please include your order number, photos of the item, and any relevant shipping references.
We will resolve the issue promptly by either sending a replacement product at our expense or issuing a refund via a website coupon.
Please note: For verified damaged orders, we cover the cost of shipping the replacement.
6. International Returns
International customers must contact us at info@newcoolstatue.com to initiate a return.
All standard return conditions (30-day window, original condition, restocking fee) apply.
7. Refund Processing
The returned item must be received at our warehouse within 30 days of you receiving the product.
Refund processing may take up to 30 days after we receive the item, depending on your financial institution.
We reserve the right to comply with the European Directive 2011/83/EU on consumer rights.
Thank you for your understanding and support!