Return and Exchange Policy

At Cool Desert, we highly value the trust of our dear customers, and we always strive to ensure their satisfaction by facilitating the process of benefiting from our products, ensuring their quality, and resolving any issues they may encounter.

Since we care about providing the best for our customers, we take accurate photos of all products, so what you see in the images will be exactly what you receive, unless otherwise mentioned in the product deion or communicated by our dedicated team.

Terms for Return and Exchange:

• A return request must be made within 24 hours of receiving the product by contacting customer service via WhatsApp.
• If there is a defect, malfunction, or damage after delivery, the customer has the right to return or exchange the product based on mutual trust.
• Products can be returned within one day of receipt and exchanged within 3 days.
• The product must be in its original condition with all its accessories if the customer wishes to return it. If the product’s security labels are removed or the item has been used, the return request will be rejected.
• The customer is not entitled to exchange or return the product if there is a defect, breakage, or damage due to misuse, or if the exchange or return request is made after the specified period.
• The customer bears all shipping costs for returns or exchanges, and the shipping fees will be deducted from the refund amount.
• The customer cannot cancel the order after confirmation. If they wish to do so, they must contact customer service before the order is processed.
• Please note that the refund to your account will only include the amount paid for the product purchased. Our store is not responsible for any costs associated with the return shipping of unwanted products.
• If delivery was free due to a specific discount or reaching a certain amount, the customer is required to pay for the delivery costs if they wish to exchange or return the product.
• The product must be exchanged for one of equal or higher value.
• Under special circumstances, if the customer receives the wrong product or a product different from the one ordered, or with specifications that differ from those stated on the site, we will arrange for the return and free exchange of the product, provided it is returned in the same condition as received, with its original packaging and/or unopened without any damage.

Products and Services Excluded from Return and Exchange Rights:

• Clearance products.
• Products that are not in their original condition, have been opened, tampered with, or damaged.
• Products that have been previously exchanged.
• Products whose serial number does not match what is registered with us.
• Gift cards and service cards (vouchers).
• Used products purchased from the website.
• Apparel, accessories, personal care products, and similar items once opened.
• Products that show defects due to misuse.
• Custom-made products as per the customer’s request or specifications (e.g., personalized items).
• Delivery charges are non-refundable, even if the customer refuses to accept the product or gift.
• Ready-made packages and sets cannot have individual products exchanged or returned.

Cancellation Policy:

• Orders cannot be canceled due to delays unless the agreed-upon delivery time has passed before the order is completed.
• Orders cannot be canceled after being handed over to the shipping company.
• If the customer refuses to receive the products from the delivery company, return fees will be charged to the customer.
• In case of order cancellation, the refund will be processed within approximately 14 working days.
• If the customer provides an incorrect address and the shipping company refuses to deliver to the customer, the order will be canceled, and the delivery cost will be deducted from the customer’s refund, even if they received free shipping.
• Delivery fees are non-refundable. In the case of free delivery, the shipping cost will be deducted from the total amount paid by the customer.

Return and Exchange Requests: To request a return or exchange, please contact us by reaching out to Cool Desert’s customer service with the following:

• A message containing photos of the issue along with the order number and customer contact details.
• After verifying that the products are in good condition, the refund will be processed to your account within a maximum period of 14 days.

Customer Service:

WhatsApp: 0567682043
Email: [email protected]