Product Issues and Dispute Resolution

Delivery Problems
If your order arrives with visible damage, missing parts, or does not correspond to what you ordered, please notify us within 48 hours of receiving the package by emailing info@coolstorum.com.

You will receive an automatic confirmation message. Please reply to that email and attach clear photographs that show:

• The external packaging

• The shipping label

• The items received

• Any visible damage or discrepancies

We handle these cases with high priority and will work promptly to resolve the issue. Thank you for your cooperation.

Faulty or Malfunctioning Products
If a product is not functioning as expected despite correct usage, please contact our support team at info@coolstorum.com.

After receiving our automated reply, kindly respond with a short video or clear photo showing the issue—such as the product failing to turn on, charge, or operate correctly.

If video evidence is not available or does not clearly demonstrate the problem, we may request that the item be returned to our warehouse for inspection.

Please note: Return shipping costs are the responsibility of the customer. We do not accept returns sent via cash on delivery (COD).

Escalating a Complaint
If your case remains unresolved or you are not satisfied with the outcome, you may file a formal complaint through the European Online Dispute Resolution (ODR) platform:

https://ec.europa.eu/consumers/odr

Please note that only cases that fully comply with the terms above will be eligible for further review.

For more details, we invite you to consult our [Terms and Conditions] and [Cookie Policy], both available in the footer section of coolstorum.com.