Return & Refund Policy

At Koolteee, we are committed to providing you with high-quality custom apparel and merchandise. Because our items are made-to-order (custom printed specifically for you upon purchase), we handle returns and refunds under the clear guidelines below.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can make it right.

1. Quick Overview: Replacement & Refund Eligibility

Scenario / IssueEligible SolutionAction Required
Defective, damaged, or misprinted itemFree Replacement or Full RefundSend clear photos of the issue to support
Wrong item, size, or color sent by usFree Replacement or Full RefundSend photo of the item + tag/label
Customer selected wrong size or colorExempt / Discounted reshipmentContact support to check exchange options
Incorrect shipping address providedNot Eligible for RefundMust notify within 12h of ordering

2. Claim Timeframe (30-Day Policy)

Our policy lasts 30 days from the date your package was delivered according to tracking information. If 30 days have gone by since delivery, unfortunately, we cannot offer you a refund or replacement.

Important: Because our items are custom printed-on-demand, please do not send your purchase back to the manufacturer or printing facility without first contacting us to obtain authorization.

3. How to File a Replacement or Refund Claim

If you receive a defective or incorrect item, please follow these steps to request a fast resolution:

  1. Send an email to contact@koolteee.com with the subject line “Return/Refund Request – [Your Order ID]”.
  2. Include a clear description of the issue.
  3. Attach high-resolution photo(s) or a short video showing the defect, print error, or damaged area along with the shipping label attached to the package.
  4. Our customer support team will inspect the proof and issue a approval decision within 24 business hours.

4. Refund Processing Time

Once your refund is approved:

  • A credit will automatically be applied to your original method of payment (Credit Card, Debit Card, or PayPal).
  • Credit/Debit Cards: Refunds usually take 3 to 5 business days to post on your bank statement depending on your card issuer.
  • PayPal: Refunds are typically processed instantly back to your PayPal balance.

5. Order Cancellations

Because all items are custom-printed immediately upon order placement, you may cancel or modify your order within 12 hours of purchase for a 100% full refund. Once 12 hours have passed or after the item enters the printing/fulfillment process, the order cannot be canceled or modified.

Need Help With a Return or Refund?

Our support team is always ready to assist you:

Customer Support Email: contact@koolteee.com
Support Hours: Monday – Saturday (9:00 AM – 5:00 PM EST)
Website: https://koolteee.com