Refund policy

Returns & Refunds

Last updated: 26/05/2026

At CoolyTray, your satisfaction is our priority. We stand behind every tray we ship, which is why every order is covered by our 30-day money-back guarantee. Below you'll find everything you need to know before requesting a return or refund.

 

 

Our 30-Day Money-Back Guarantee

You have 30 days from the delivery date to request a refund if you're not fully satisfied with your CoolyTray. No stress, no pressure, just a fair promise from us to you.

To qualify for a refund, your item must be:

  • Unused, clean and in its original condition

  • Returned in its original packaging with all included accessories (tray + 2 spatulas)

  • Requested within 30 days of the delivery date confirmed by tracking

For hygiene and food-safety reasons, we cannot accept returns of trays that have been used with food, damaged by misuse, or returned without their original packaging.

 

 

How to Request a Return

  • Email our support team at [contact@coolytray.com] with your order number and a short description of the issue. Photos are appreciated and help us process your request faster.

  • Within 24 to 48 hours, our team will reply with the return instructions and the return address.

  • Ship the item back using a tracked service (we strongly recommend tracking, as we cannot be responsible for packages lost in transit).

  • Once we receive and inspect your return, we'll confirm your refund by email.

Please do not ship anything back before contacting us. Returns sent without prior approval cannot be processed.

 

 

Return Shipping Costs

Return shipping is the responsibility of the customer, unless the item arrived damaged, defective, or incorrect (in which case CoolyTray covers all return costs). We recommend using a trackable shipping service to ensure your package arrives safely.

 

 

Refund Processing

Once your return is received and approved, your refund will be issued to your original payment method within 5 to 10 business days. Depending on your bank or card issuer, it may take a few additional days for the funds to appear on your statement.

Original shipping fees (if any) are non-refundable, except in cases of damaged, defective, or incorrect items.

 

 

Damaged, Defective or Incorrect Items

If your CoolyTray arrives damaged, defective, or if you received the wrong product, please contact us within 7 days of delivery at [contact@coolytray.com] with:

  • Your order number

  • Clear photos of the item and the packaging

  • A short description of the issue

We'll make it right by sending a free replacement or issuing a full refund, including any shipping costs. No need to return the item in most cases.

 

 

Non-Returnable Situations

We are unable to process a refund in the following cases:

  • Requests made more than 30 days after delivery

  • Items that have been used, washed with food residue, or damaged by misuse

  • Items returned without prior authorization from our support team

  • Packages refused at delivery or returned because the customer was unavailable

  • Incorrect shipping addresses provided at checkout

 

 

Order Cancellation

Because we process orders quickly to ship within 24 to 48 hours, cancellations are only possible within 12 hours of placing your order. After that window, your order is already being prepared and cannot be canceled. You can still request a return once the package is delivered.

 

 

Late or Missing Refunds

If you haven't received your refund after 10 business days, please:

  • Check your bank account again

  • Contact your credit card company (processing times vary)

  • Contact your bank

If you've done all of this and still haven't received your refund, please reach out at [contact@coolytray.com] and we'll look into it personally.

 

 

Need Help?

Our support team is available Monday to Friday and replies within 24 hours.

📧 [contact@coolytray.com]

We're real people who genuinely want you to enjoy your CoolyTray. If something isn't right, just write to us and we'll find a fair solution together.