Post-Sale Service Policy

RETURNS 

To ensure a smooth return process and a full refund, please return all items in their original condition—this includes any accessories, branded boxes, protective cases, and the reusable CoolWallet packaging. Missing or damaged components may result in a partial refund or no refund.

Return Instructions:

1. Contact Us
   If you wish to request a return, please email our support team at  support@coolbitx.com  within 7 days of receiving your order. We’ll guide you through the return process.
   
   
2. Repack Your Items
   Place the item(s) in the original CoolWallet courier box, including all packaging materials such as the dust bag, protective case, and branded inserts.
   
   
3. Prepare for Pickup or Mailing
   - For orders within Taiwan:
   Our courier partner will contact you to arrange a pickup time. Please keep your phone accessible. Make sure the return label is scanned during pickup so you can track the return shipment.
   
   - For international orders:
   We will provide detailed instructions on how to mail your return items back to the CoolBitX office in Taiwan. Please follow the guidelines carefully to ensure a smooth return process.
   

Replace a Damaged, Defective, or Broken Item
If you receive a damaged or defective item, we will send you a replacement of the exact same product.
If you wish to exchange your item for a different product, please contact the CoolWallet team at support@coolbitx.com within 7 days of delivery. We’ll assist you with the exchange or offer a refund processed to your original payment method.

REFUNDS

Refunds are issued once your returned item has been received and inspected at our facility. Please allow up to 7 business days for us to process your return after it arrives.

Refunds will be credited to your original payment method. Depending on your financial institution, it may take additional time for the refund to appear in your account.

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Warranty Information

One-Year Limited Warranty for CoolWallet Pro/S | Two-Year Limited Warranty for CoolWallet Go

Our limited warranty applies exclusively to CoolWallet products purchased either directly from CoolBitX or through authorized CoolBitX retailers.

• CoolWallet Pro and CoolWallet S are covered by a 12-month limited warranty from the date of purchase.
• CoolWallet Go is covered by a 24-month limited warranty from the date of purchase.

Once you submit a warranty claim, we will assess your product to determine whether the issue is covered. In some cases, you may be required to return the product for further evaluation.

If the product is found to be eligible under the warranty terms, we will send you a replacement free of charge.
Please note: Customers are responsible for the shipping costs associated with the replacement item.

CoolBitX reserves the right to determine whether the replacement will be a brand-new or functionally equivalent product.

Warranty Exclusions

The limited warranty does not cover the following:

• The warranty period has exceeded 12 months for CoolWallet Pro/S or 24 months for CoolWallet Go.
• Damage or defects caused by improper storage, incorrect usage, or improper installation.
• Issues resulting from unauthorized modifications to the product’s structure.
• Damage caused by self-modification, cutting, or attempts to repair the product.
• Claims made by anyone other than the original purchaser (warranty rights are non-transferable).

Instructions for Warranty Service

If you experience any issues with your CoolWallet under normal use, please reach out to us through one of the following methods:

1. Online Application
   Submit a warranty request form and include:
   -A description of the issue
   -Photos/Videos of the product
   -Proof of purchase (e.g., invoice or order confirmation screenshot)
   
   Our team will review your submission and respond within 1–3 business days (excluding holidays).
   
   
2. Visit an Authorized CoolWallet Retailer
   First, complete the warranty request form online. After your product has been verified under warranty terms, you will receive a confirmation email from the CoolWallet Customer Service Team. Once you receive the confirmation, you may proceed with the product exchange at an authorized retailer.

Please Note: Customers are responsible for all shipping costs related to warranty service. We appreciate your understanding and cooperation.

💡Out of Warranty? 
If your product is no longer covered by the limited warranty, check out the CoolWallet  Trade-in Program!