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Cool Glow does not have any obligation to allow any returns or issue refunds or store credits unless products are defective or the customer receives the wrong product. Products on the Cool Glow website may not always be meticulously portrayed by color, style, material, packaging, or size. Refunds for Cool Glow products must be given official permission via the Cool Glow RMA system. Customers must first receive an RMA before returning any products. If the customer does not apply for an RMA within 14 calendar days from the delivery date, the RMA will not be issued and no returns will be accepted. Refunds are subject to a 25% restocking fee, the original shipping charges, and return shipping charges. Cool Glow store credits are subject to the original shipping charges and return shipping charges and will not expire.

Cool Glow will not allow returns, exchanges, or refunds in instances in which User is dissatisfied with a Costume(s) purchase, or has made an error in selecting Costume(s) size. 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 7 days from the time the User receives the goods. 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 within 14 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.

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, customers 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.

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 your 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.

A 25% 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 any credit or refunds for returns of any custom or imprinted items.