Return & Refund Policy

1. General Information

This Return and Refund Policy applies to purchases made through the Cool Petz website operated by Cool Petz (“Company”).

Customer satisfaction is a priority for Cool Petz. You may return purchased products easily and transparently under the conditions outlined below.

2. Right of Withdrawal

In accordance with the Law No. 6502 on Consumer Protection and the Regulation on Distance Contracts, you may return your purchased products within 14 days from the delivery date without providing any reason.

To exercise the right of withdrawal:

  • The product must be unused
  • The product must be returned with all tags, accessories, and original packaging
  • The invoice or e-invoice must be included in the return package

3. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Products that are customized or made to order
  • Products unsuitable for return due to health or hygiene reasons
  • Products whose packaging has been opened and cannot be resold for hygiene reasons
  • Used or damaged products

4. Return Process

To initiate a return:

  1. Send an email to cool@coolpetzdesign.com including your order number
  2. After your request is reviewed, you will receive a return confirmation email with shipping details
  3. Send the product via the specified shipping company

If the designated shipping provider and return code are used, the return shipping cost may be covered by Cool Petz.

5. Return Evaluation

  • Returned products are inspected within 3 business days after arrival
  • If the product meets the return conditions, the refund process will be initiated
  • If the product is used or damaged, the return may be rejected or partially refunded
  • Products that do not meet return conditions may be sent back to the customer

6. Refunds

Once your return is approved:

  • Payments made by credit card will be refunded to the same card
  • Payments made via bank transfer will be refunded to the provided bank account

Refunds may take 3–10 business days depending on your bank.

Shipping fees are refunded only in cases of defective or incorrect products.

7. Damaged or Defective Products

If the product is damaged upon delivery:

  • A damage report must be prepared with the courier
  • The product should not be accepted

If damage is noticed after delivery, please contact us within 24 hours with your order number and product photos:

📧 cool@coolpetzdesign.com

Defective or damaged products will be replaced free of charge or refunded.

8. Campaign and Promotional Products

For products purchased under campaigns, campaign conditions will be re-evaluated in case of return.

If your order includes a free gift:

  • The gift product must also be returned
  • Otherwise, the value of the promotion may be deducted from the refund

9. International Orders

For international orders:

  • Return processes may vary depending on the destination country
  • Customs duties, taxes, and shipping costs may be the responsibility of the customer

The return evaluation process will begin once the product reaches our warehouse.

10. Contact

For return and refund requests:

Cool Petz
Address: Yakupulu Mah. Birlik Cad. Beysan Sanayi Sitesi Şirin Kristal No: 4 A, Interior Door No: 1, Beylikdüzü / Istanbul, Turkey
📧 cool@coolpetzdesign.com