Refund policy

This official Return & Refund Policy fully complies with Shopify merchant operation standards and global consumer protection regulations, governing all purchases of accessories, insulated tumblers, soft cooling bags, outdoor activity companions, drinkware, water jugs, soft coolers, hard coolers and all related merchandise sold through our Shopify store https://igloocoolers.shop. All customers are deemed to accept this policy upon completing checkout.

1. General Eligible Return Window

We accept voluntary change-of-mind return requests within 30 calendar days from the delivery date of your order. Any return application submitted after the 30-day window will be automatically rejected without exception.

For customers located within the European Economic Area (EEU), we honor the mandatory 14-day statutory withdrawal right separately, which runs parallel to our standard 30-day return window to fully comply with EU consumer laws.

2. Mandatory Return Item Condition Standards

To qualify for voluntary returns for a full refund or exchange, all returned goods must meet every requirement listed below, and our warehouse inspection team reserves full authority to refuse returns failing any standard:
  1. All items including tumblers, soft coolers, hard coolers, cooling bags, water jugs, drinkware sets and matching accessories must remain unused, unwashed, unmarked and free of stains, scratches, dents, odor or any signs of daily use;
  2. Complete original retail packaging, factory labels, instruction manuals, lids, straps, divider inserts and bundled accessory parts must be returned together with the main product; partial returns of split sets are not eligible for full refunds;
  3. No self-modification, engraving, painting or structural alteration has been made to the product; altered merchandise is non-returnable;
  4. Valid proof of purchase (original order number, order confirmation email generated by Shopify from https://igloocoolers.shop) must be provided for all return applications.

3. Non-Returnable & Non-Refundable Product Categories

The following items cannot be returned, exchanged or refunded under any voluntary change-of-mind circumstances:
  1. Clearance, flash sale, final-sale marked merchandise as labeled on product listing pages at checkout;
  2. Individual small replacement accessories including single lids, straws, sealing rings, carry straps and tiny repair parts, due to hygiene and inventory restocking limitations;
  3. Products damaged by customer improper use, accidental dropping, puncture, high-temperature baking, chemical corrosion, improper cleaning or long-term outdoor exposure;
  4. Custom personalized goods if applicable, bulk wholesale orders with pre-negotiated discounted pricing, and gift cards if offered in store;
  5. Items discarded of original packaging, missing core matching components or returned with visible dirt, beverage residue or mold.

4. Damaged, Defective, Missing or Incorrect Item Remedies

If you receive goods that arrive broken, manufacturing defective, missing accessories, or receive the wrong product variant ordered from https://igloocoolers.shop, our store bears all associated costs with zero customer fees, following these rules:
  1. You must submit a formal claim via info@igloocoolers.shop within 7 calendar days of delivery;
  2. Your claim email must include your full Shopify order number, clear high-resolution photos/videos showing package exterior damage, product defects, missing parts or incorrect items, and brief description of the issue;
  3. After our support team verifies your claim within 24 business hours, we will provide a prepaid return shipping label free of charge;
  4. You may select one of three resolutions at your preference: full monetary refund, free replacement of identical product, or store credit with 10% bonus value added to your account;
  5. We cover both inbound return shipping and outbound reshipment costs for defective/wrong/missing item claims; no restocking fees will be deducted under this scenario.

5. Voluntary Return Shipping & Restocking Fee Rules

For all voluntary change-of-mind returns that meet our eligibility criteria:
  1. Customers are fully responsible for all outbound return shipping costs to our designated warehouse; we do not provide prepaid shipping labels for non-defective voluntary returns;
  2. A flat 10% restocking fee will be deducted from your total refund amount upon warehouse inspection completion, covering product re-inspection, cleaning, repackaging and inventory management labor costs;
  3. Original shipping charges you paid at checkout for initial order delivery are non-refundable under all voluntary return scenarios; only the product merchandise value (minus restocking fee) will be processed for refund.

6. Step-by-Step Process to Submit a Return Request

  1. Compose an email to our official support mailbox info@igloocoolers.shop with subject line formatted as "Return Request + Your Shopify Order Number";
  2. Include core details in your email body: full customer name, order number, list of item SKUs/names you intend to return, return resolution preference (monetary refund / exchange / store credit), and brief reason for return; attach product photos if requested by support staff;
  3. Our customer service team will review your application and reply with official return shipping address, packaging guidelines and return authorization number within 24 business hours from Monday to Friday; messages sent on weekends or public holidays will be processed the next working business day;
  4. Securely package all return items with complete original accessories and packaging, clearly mark your return authorization number on the outer shipping box, then ship to the address provided in our reply email;
  5. Forward your return tracking number to info@igloocoolers.shop once you drop off the parcel with a logistics carrier;
  6. Our warehouse inspection team will examine returned goods within 5 business days after receiving your package; inspection results will be notified to you via email.

7. Refund Processing Timeline & Payment Method

  1. Once returned items pass full warehouse inspection and meet all return eligibility standards, refunds will be initiated within 5 business days;
  2. All refunds will be issued to your original payment method used at Shopify checkout (credit card, debit card, digital wallet or other supported checkout payment channels); we do not offer cash refunds under any circumstances;
  3. Banks and third-party payment providers typically take an additional 3–7 business days to post refund funds to your account balance, which is outside of our store’s operational control; we cannot accelerate bank processing speeds;
  4. If you opt for store credit instead of a monetary refund, credit balance will be instantly added to your customer account on https://igloocoolers.shop upon inspection approval, valid for unlimited usage time across all store product categories.

8. Exchange Policy Terms

Customers may request an exchange instead of a monetary refund for eligible voluntary returns within the 30-day return window:
  1. The same 10% restocking fee and customer-borne return shipping rules apply to voluntary exchanges; we cover outbound shipping cost only for defective item exchanges;
  2. Exchanged replacement products will be shipped out only after we receive, inspect and approve your returned original goods; we do not ship new exchange items in advance before receiving returned merchandise;
  3. If your desired exchange variant is temporarily out of stock, you may choose to wait for restock, switch to store credit, or convert your application to a standard monetary refund.

9. Order Cancellation Policy for Unshipped Orders

If your order has not yet been marked as fulfilled and shipped in our Shopify backend, you may send a cancellation request to info@igloocoolers.shop for a full 100% refund without any restocking or processing fees:
  1. Cancellation requests must be submitted before warehouse shipment confirmation; once logistics tracking number is generated, the order is classified as fulfilled and subject to the full return policy above;
  2. Refunds for successfully canceled unshipped orders follow the same original payment method timeline described in Section 7.

10. Policy Revision & Dispute Resolution

  1. Igloo Coolers Shop reserves the right to update and revise this Return & Refund Policy at any time; revised versions will be published publicly on https://igloocoolers.shop with an updated effective date, and newly placed orders follow the latest published policy;
  2. Any disputes related to returns, refunds or exchanges shall first be resolved via negotiation through our support email info@igloocoolers.shop; unresolved disputes will be settled under applicable local consumer protection laws and Shopify merchant platform dispute mediation rules.

Official Contact Reference

Store Website: https://igloocoolers.shop

Customer Support Email: info@igloocoolers.shop