return policy

Our team is happy to help you return any products purchased through store.hck-cool.com . Simply call our customer service or send an email to customercare @hck -cool .com . Have your order number or product serial number ready and we will be happy to assist you. At this time, we will provide you with the return address and clearly list in the email the return shipping fees and the refund you will receive in case your order is in the return or refund process.

NOTE: We only accept returns for products purchased directly from store.hck-cool.com . If you purchased a product from another retailer or platform, please contact that retailer or platform regarding your return.

Returns & Cancellations

At store.hck-cool.com we want you to love your purchases! If not, or if the item is unsuitable, we offer a simple "no fuss return" policy. The returned product must be in new, unassembled and unused condition and in its original packaging. Customer satisfaction is our goal, so we kindly ask that you return your purchase in the same condition you received it to ensure a hassle-free refund.

You can cancel an order as long as the shipping or delivery process has not yet begun. To cancel an order, please email us and have your order number ready. We will refund you the purchase price of the product. If canceling an item within an order means that your order no longer qualifies for a discount or promotion, we will recalculate your total purchase price and charge any applicable fees to your selected payment method.

If the shipping or delivery process has already begun, you must initiate a return in accordance with our Return Policy.

Guaranteed refunds

30-day return period

A. Product damaged upon delivery

Please inspect the product carefully when you receive it. Should the product be damaged upon delivery, the item should be refused or appropriately marked as damaged before accepting it. Failure to do so will limit the ability to make a claim with the carrier and may result in the customer being held responsible. Damaged shipments will be assessed with the carrier and handled on a case by case basis.

B. Defective or incorrect items

If you receive defective or incorrect items manufactured by HCK, you can request a return within 30 days. The shipping and handling fees will be covered by HCK.

C. Returns for other reasons

If the item was received in good condition but you change your mind or find it unsuitable and would like a full refund of the item price (excluding shipping costs), the item must be returned within 30 days of receiving the goods. However, we will charge you for the shipping costs of returning the item. There will also be an additional restocking fee of 15% of the product price. Please contact us for return instructions.

return after 30 calendar days

A. Returns for damaged, defective or incorrect items

If the 30-day return period has expired and your product is still under warranty, you can request a return for damaged, defective items with serious quality issues or for incorrect items manufactured by HCK. The shipping and handling fees will be covered by HCK.

B. Return for other reasons

Items with no quality issues cannot be returned after 30 days. Items damaged by misuse after 30 days also cannot be returned. For information on what is included in our warranties, please see the warranty terms and conditions. If you have any questions, please contact us.

Fees for missing parts or damaged products

If you decide to return a fully functional item and HCK determines, after inspecting the return, that parts are missing or the product is damaged, HCK will charge a fee to cover the costs. A fee will be charged for any returned product that is missing the original box, packing materials, contents, accessories and/or instructions (i.e., any product that is not in "as new" condition).

Personal items/data

Please remove any personal items or data before returning products. We are not responsible for any personal items or data left in or on these items.

IMPORTANT INSTRUCTIONS:

We recommend that you keep the packaging in which your product was delivered, so that in the event of a return you can easily repack your product in the necessary packaging. We kindly ask you to enclose your delivery note and fill in the return form so that we can process your return efficiently.

After verification, an email will be sent to confirm receipt and you will be refunded via the original payment method used, less the original shipping costs.

We promise to process all returns as quickly as possible. Please note that it may take several days for a bank to reflect this credit. If you do not see your refund in your account after 10 business days, please contact our customer service.

Please note the following when preparing your return:

  • Please only return items for which a prepaid return label has been provided.
  • Include all original packaging, instructions, and accessories provided by the manufacturer.
  • Fill out the return slip and enclose it.
  • Attach the provided prepaid return label to the package.
  • Hand the package over to your local carrier or drop it off at a carrier location.

If your purchase does not include a return slip, this may result in delays in your refund.

store.hck-cool.com reserves the right to refuse a refund for a returned item if:

  • The returned item does not match the item originally shipped to the customer.
  • The returned item is missing parts or the original product packaging.
  • The returned item was damaged during return shipping due to improper or inadequate packaging.
  • The returned item is heavily worn (e.g. limescale deposits in a water cooler).
  • The returned item has been assembled in a way that compromises proper packaging for return shipment.

If you have any further questions, please contact us by email: customercare @hck -cool .com .