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REFUND POLICY:
Products on the Cool Glow website may not always accurately portray product(s) color, style, material, packaging, or size. User must notify Cool Glow when requesting to return merchandise, and receive an RMA before returning goods. This will allow Cool Glow to efficiently locate the original order, and effectively process the returned merchandise upon arrival.

Any authorized refund is subject to a 15% restocking fee, the original shipping charges, and return shipping charges. Returns will not be accepted past 30 days from order delivery. Returns that are authorized for in-store credit, will receive a credit that is non-expiring (minus shipping charges).

  • Returns Procedure
    • Please contact customer support at 1.888.909.4569 to initiate the return process.
    • Once User’s return is authorized User will receive an RMA (Return Merchandise Authorization) via email or fax.
      • Cool Glow customer support will create the RMA number.
    • The RMA number must be written on the package being returned, preferably near the shipment label. User must then drop the package at a nearby shipper (UPS, FedEx, USPS) facility.
      • Customer support can help identify location or schedule merchandise pick-up as requested by User.
    • Upon arrival, Cool Glow will process the return within 14 business days.
      • The authorized refund or store credit will be processed within these 14 business days, minus the agreed upon restocking fees.
    • If User wishes to exchange merchandise the same steps for return must be followed.
      • The new shipment for exchanged merchandise will be shipped within 14 business days.
      • User will be responsible for shipping charges.
  • Returns Window
    • After successful delivery of merchandise, User has 30 days to receive return authorization and ship the order back to Cool Glow.
    • Returns will not be accepted past 30 days from delivery.
  • Refund Method
    • Once a return has been approved and returned, User will:
      • Receive a refund on the credit / debit card used on original order;
      • OR receive a non-expiring store credit for future purchases;
      • OR receive an exchange / replacement shipment.
    • The refund method will be agreed upon between Cool Glow and User during return authorization.
    • All refunds / credits / exchanges will be processed within 14 business days of receiving merchandise back at Cool Glow.
  • Restocking / Processing Fees
    • Any authorized refund is subject to a 15% restocking fee, the original shipping charges, and return shipping charges.
      • Since Cool Glow allows for authorized returns, the restocking fee helps to cover original packaging and labor costs.
    • Restocking fees will apply when User requests for a return because User is dissatisfied with merchandise, or no longer needs the merchandise.
    • Restocking fees may not apply if User receives damaged or defective products.
  • Return Shipping Costs
    • The return shipping costs are determined when User files a claim for return.
      • Responsibility of shipping costs is dependent on reason for User’s return.
  • Costume(s) returns are only accepted if Cool Glow ships an incorrect Costume(s) or the User receives damaged/defective goods. All claims for Costume(s) MUST be made within 14 days from the time the User receives the goods. When authorized, User has 30 days from delivery to return costume(s). During the Halloween season, Costume(s) returns of any kind must be approved and received no later then October 21. Additionally, Glow Paint products cannot be returned once the packaging has been opened. All sales of Novelty Contact Lenses and Temporary Lip Tattoos are FINAL; these items are non-returnable due to hygienic reasons.

    If User returns (pursuant to the terms herein) an item to which a discount or coupon was applied, User will only receive a refund in the amount of the discounted price.

    DEFECTIVE MERCHANDISE: Defective Cool Glow products will be replaced and shipped only once the defective products have been inspected and AUTHORIZED by Cool Glow. Cool Glow, at its own discretion, will replace the defective products or issue a store credit or refund, only for the defective products. Store credit may be used for future purchases and will not expire. Popped, punctured, or lacerated balloons will not be replaced. Defective product claims must be made and returned within 30 calendar days of the customer’s date of receipt. Shipping charges for returns, including returns of defective products, are the customer’s responsibility.

    PRODUCT SHORTAGES: Product shortage claims must be made within 5 business days of the customer’s date of receipt. Shortage claims that are validated by Cool Glow will be replaced. Replacements for shorted products will be shipped via UPS, FedEx, or USPS ground shipping, at Cool Glow’s discretion. Replacement products will not be shipped using air expedited shipping. Replacement orders will receive Cool Glow’s highest priority in regards to leaving the warehouse.

    LOST CARTONS:
    UPS, FedEx, and USPS all require prompt notification of shipments not received within 14 calendar days after the date of shipment. Should the order not be received, Users must notify Cool Glow within 14 calendar days of order shipment. UPS, FedEx, and USPS will dimiss all lost shipment claims without the prompt notification of a non-delivery shipment.

    DAMAGED MERCHANDISE CLAIMS:
    Most damage to products is due to the improper handling of shipment companies. Cool Glow is not responsible for breakage, damage, or loss of products while the shipment is in transit. Damage claims must be reported within 5 calendar days of the order receipt. Customers must call Cool Glow within those 5 calendar days, and we will initiate a claim with the shipping company on User’s behalf. The original cartons received must be kept for inspection by the shipping company. Claims of damaged inflatables will not be approved due to the nature of the product.

    REFUSED or UNDELIVERABLE SHIPMENTS:
    A 15% restocking fee, plus the original shipping charges and return shipping charges, will be administered for shipments that are refused or considered undeliverable by UPS, FedEx, or USPS. IMPRINTED GOODS: Cool Glow offers a large variety of custom imprinted product, including banners, invitations, glow products, and LED. All customization and proof approval must be finalized by the customer. It is the customer’s responsibility to affirm the details of all imprinted products, e.g., font color, spelling, grammar, and word order. Cool Glow does not accept responsibility for any faults or inaccuracies made by the customer. Cool Glow will not issue credit or refunds for returns of any custom or imprinted items.