Refund policy

WITHDRAWAL. RETURNS. REFUND. PRODUCT CHANGE. PURCHASE CANCELLATION. DAMAGES

1.1. Right of withdrawal and exceptions.

In accordance with European and Spanish regulations regarding consumers and users, when you make a purchase on our Service, you have the right to withdraw from it within a period of 14 calendar days without needing any justification or explaining to COOLOOK the reasons for your decision. This period will begin to count from the day on which it is confirmed that you collected the product or that a person authorized by you did so.

Likewise, and in accordance with the law, it will not be possible to exercise the right of withdrawal when you make a purchase of any of these products: personalized, engraved and/or custom-made products, such as those configured through the "MyCoolook – Diseña tu propia joya” space and any discounted or Outlet / Archive Sales product.
To facilitate the exercise of the right of withdrawal, we put at your disposal the following contact form Modelo de Desistimento.
To withdraw from the purchase you must send a letter, in accordance with the model provided (see previous paragraph) or another similar one, to the postal or email address of COOLOOK (see Section 1 “Ownership and Contact”). Said document, in any case, must attach a copy of the invoice for the purchase from which it is intended to be withdrawn. Subsequently, you must return the products included in said purchase by sending them to COOLOOK.

1.2. Return and refund
Generally, once COOLOOK receives your withdrawal letter (accompanied by a copy of the invoice) it will reimburse you within 14 calendar days for the following items: the payments corresponding to your order and shipping costs, excluding return costs, which will be borne by the purchasing user.
However, COOLOOK reserves the right to withhold said refund until it has received the products or items purchased or proof of their return.
The products subject to the returned purchase must be in their original packaging, in perfect condition and without obvious signs of use and/or manipulation. Otherwise, COOLOOK will return the products to the Customer and no refund will be issued.
Outlet / Archive Sales or discounted products are non-returnable, as are any personalized products.
The postal address where the Client will send the products they wish to return will be the following:
COOLOOK DESIGN S.L.
34 Barquillo Street
28004
Madrid

Product change
The Client may request the exchange of the purchased product(s) for another and others of equal or greater value, paying in this case the difference.
The postal address where the Client will send the products they wish to exchange will be the following:

COOLOOK S.L.

Calle Barquillo nº 34

28004

Madrid

Spain

Order cancellation
You can cancel your order at any time and without any cost as long as you communicate it before the order has been made available to the carrier for shipment.
To resolve any incident related to your order, including issues of withdrawal and refund, product change or order cancellation, you can write to us at the email address indicated in Section 1 of these Conditions of Sale or use the contact form formulario de contacto.

Damage
If you believe that the order has been damaged during transit, please send us an email to orders@coolook.es telling us the details and attach photos of the item and its packaging. COOLOOK will make every effort to respond to you and offer you a possible solution within the next 24 business hours, except in cases of force majeure.

VALIDITY OF OFFERS
The products offered by COOLOOK will be available for purchase as long as they are in the Service's product catalog.
In any case, COOLOOK reserves the right to make any modifications to the Service that it deems appropriate, and may update products and services based on the market, seasons, events or any other circumstances.
Likewise, COOLOOK reserves the right to change the prices of its products without prior notice, respecting in any case those of purchases already completed when the product or products have not yet been delivered.