Return and Refund Policy

Return and Refund Policy

At Exoticool, customer satisfaction is our priority. We want you to love your purchase. If you're not completely satisfied, we're here to help.

Return Eligibility

You may return items within 30 days of delivery for a refund or exchange if:

• The item is unworn, unwashed, and in original condition with all tags attached
• The item has not been altered or damaged
• You have proof of purchase (order number or receipt)

Non-returnable items:

• Digital products (wallpapers, digital downloads, coloring pages)
• Items marked as final sale or clearance
• Custom or personalized items (unless defective)
• Items worn, washed, or damaged by the customer

Defective or Damaged Items

If you receive a defective, damaged, or incorrect item, we will make it right:

1. Contact us within 7 days of delivery at support@exoticoolmerchllc.com
2. Provide your order number and clear photos of the defect or damage
3. We will review your claim and respond within 2 business days
4. If approved, we will send a replacement at no cost or issue a full refund

You will not be required to return defective or damaged items unless specifically requested by our team.

How to Initiate a Return

To start a return:

1. Email support@exoticoolmerchllc.com with your order number and reason for return
2. Wait for return authorization and instructions (do not ship items back without authorization)
3. Pack the item securely in its original packaging if possible
4. Ship the item to the return address provided in your authorization email
5. Include your order number inside the package

Important: Customers are responsible for return shipping costs unless the item is defective, damaged, or we made an error. We recommend using a trackable shipping method and purchasing shipping insurance for valuable returns.

Refund Processing

Once we receive and inspect your returned item:

• Approved refunds are processed within 5-7 business days
• Refunds are issued to the original payment method
• Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear in your account
• You will receive an email confirmation once your refund has been processed

Partial refunds may be granted for:

• Items returned after 30 days but within 60 days of delivery
• Items not in original condition or with missing tags (at our discretion)
• Items showing signs of wear or use

Exchanges

We accept exchanges for size or color within 30 days of delivery, subject to availability.

To request an exchange:

1. Contact support@exoticoolmerchllc.com with your order number
2. Specify which item you want to exchange and what you'd like instead
3. Follow the return process outlined above
4. Once we receive your return, we'll ship your exchange item

If the exchange item has a different price, we will either charge the difference or refund the difference to your original payment method.

Cancellations

You may cancel your order before it enters production:

• Contact us immediately at support@exoticoolmerchllc.com with your order number
• If your order has not yet been printed, we will cancel it and issue a full refund
• Once production has started, cancellations cannot be accepted

Due to our made-to-order DTG printing process, most orders enter production within 24-48 hours of purchase.

Wrong Address or Undeliverable Orders

If your order is returned to us as undeliverable due to an incorrect or incomplete address provided at checkout:

• We will contact you to verify the correct address
• You will be responsible for additional shipping costs to reship the order
• If you choose not to pay for reshipment, we will issue a refund minus original shipping costs and a 15% restocking fee

Contact Us

For questions about returns, refunds, or exchanges, please contact:

Email: support@exoticoolmerchllc.com
Response Time: We aim to respond within 24-48 hours during business days

We're committed to resolving any issues and ensuring your satisfaction with Exoticool.

Last updated: November 2024