FAQs
Our FAQ page is designed to give you quick, straightforward answers about the Cooling Relief Neck Tube, how it works, and how it can help you feel cooler, calmer, and more comfortable in your everyday life. On our product page you'll find answers to the questions we hear most often, so you can shop with confidence and get back to feeling like yourself.
Orders
How do I place an order on your website?
To place an order, simply select the product Add to cart button. It will then prompt you through the process to checkout, where you enter your shipping and payment information. Once completed, an email will be sent to you confirming your order.
What payment methods do you accept?
We accept all major credit and debit cards, PayPal, and other secure online payment options, including AfterPay.
How long does it take for my order to arrive?
Orders are usually processed within 3 Days and based on where you are located are delivered within 8-14 business days within the Australia and 7-12 business days internationally.
How do I track my order?
You will receive a tracking number by email once your order has been shipped. You can use this number to track the status of your shipment on our order tracking page. Please contact mez.connolly@outlook.com if you require any further assistance.
What is your Return Policy?
Refresh & Cool — Refund Policy
At Refresh & Cool, we are committed to delivering the highest quality products and ensuring your satisfaction. Please read our refund policies carefully to understand the conditions and processes for refunds. If you have any questions, feel free to contact us at: mez.connolly@outlook.com
1. Refund Eligibility
Refunds are available under the following conditions:
Feel the Difference, 60-Day Risk-Free Guarantee: If you don't feel the difference within 60 days of delivery, simply reach out to us via email for a full refund — and keep the product. There's nothing to send back and nothing to lose.
In some cases, we may ask for the product to be returned so our team can assess it for quality assurance purposes. If we request this, Refresh & Cool will cover the full cost of return shipping.
Defective Products: If your product arrives with a manufacturing defect, please notify us within 7 days of delivery to request a replacement sent to you.
Change of Mind: Refunds for change of mind are accepted if the product is unused, in its original packaging, and returned to us within 14 days of delivery. Return shipping costs will be the responsibility of the customer.
2. Non-Refundable Conditions
Refunds will not be provided in the following cases:
- Damage caused by misuse, product tampering, accidents, or neglect (e.g., exposure to extreme conditions, torn or damaged when removing product from packaging, improper cleaning or drying methods).
- Normal wear and tear, cosmetic damage including stains or fading.
- Returns initiated after the stated refund periods.
- Items not purchased directly from Refresh & Cool (e.g., third-party sellers).
3. Refund Process
To initiate a refund:
Contact Us: Email mez.connolly@outlook.com with
the subject line: "Refund Request - [Order Number]."
Provide Details: Include your name, order number, and a detailed explanation of your request. Attach relevant photos or documentation if applicable.
Return the Product (if required): If we request a return for quality assurance, we will provide the return address and cover the cost of return shipping. Please ensure the product is securely packaged to prevent damage during transit.
Processing Time: Once we receive the product (where applicable) and verify eligibility, we will process your refund within 7-10 business days.
4. Refund Method
Refunds will be issued to the original payment method used at checkout. Please note that processing times may vary depending on your financial institution.
5. Additional Information
Shipping Costs: Refunds include the cost of the product only. Initial shipping fees are non-refundable unless the refund is due to a mistake on our part (e.g., defective product, wrong item delivered).
Exchanges: If you prefer an exchange instead of a refund, please let us know during your request.
12-Month Warranty: In addition to our 60-day satisfaction guarantee, all Cooling Relief Neck Tubes come with a 12-month warranty against manufacturing defects.
Contact Us
If you have any questions or need assistance with a refund, don't hesitate to reach out to our support team:
Email: mez.connolly@outlook.com
Thank you for choosing Refresh & Cool. We value your trust and strive to provide the best experience for your comfort and peace of mind.
Shipping
How much does shipping cost?
Currently our shipping is free to our customers. However if shipping costs are charged, they may vary depending on the size of the order and the shipping destination. You can see the shipping cost for your order during checkout before completing the purchase.
Can I change the shipping address for my order after it has been placed?
If you need to change the shipping address for your order, please contact us as soon as possible. We will do our best to accommodate your request, but we cannot guarantee that changes can be made after the order has been processed.