Post-Sale Service Policy

RETURNS 

When returning your items, please include any accessories, branded boxes or cases that came with your order, in the reusable CoolWallet packaging. If anything is damaged or missing from your return, you may not receive your refund.

Here’s what you need to do:

  1. If you have a return request, please contact CoolWallet team support@coolbitx.com  within 7 days of the date you receive the product and we will assist you.
  2. Please place each item to be returned into CoolWallet’s original courier box with its original packaging/dust bag/protective box.

Before arranging the pickup of the return, the carrier company will contact you. Please keep your phone available and ensure the return label is scanned on-site, allowing you to track the package.

Replace a Damaged, Defective, or Broken Item
If you received a damaged or defective item, we’ll ship you a replacement of the exact item. If you would like to exchange an item for another,  please reach out to CoolWallet team support@coolbitx.com within 7 days of the date of delivery, and we’ll assist it or offer a refund based upon your original payment method.

REFUNDS

A refund will be provided after we process your return item at our facilities. It can take up to 7 days for us to receive and process your return. We issue the refund to the original payment method, and it may take additional time for your financial institution to process the refund.


Warranty Information

One-Year Limited Warranty for CoolWallet products

  1. The limited warranty applies exclusively to CoolWallet series products purchased directly from CoolBitX or through CoolBitX’s authorized local distributors.
  2. All CoolWallet series products sold by CoolBitX include a limited warranty valid for 12 months from the date of purchase.
  3. Upon receiving your warranty request, our service personnel will inspect and verify the issue with your product to determine if it meets the warranty conditions. If necessary, you may be asked to return the defective product. If the product qualifies under the warranty conditions, CoolBitX will provide a complimentary replacement with a new product.
  4. The company reserves the final right to determine whether to provide a replacement with a new or equivalent product.

Warranty Exclusions

  • The warranty period has exceeded 12 months.
  • Defects caused by improper storage, incorrect usage, or incorrect installation.
  • Defects caused by unauthorized modifications to the product’s structure.
  • Damage resulting from self-modification, cutting, or repairing the product.
  • Non-original purchasers (warranty rights are non-transferable).

Instructions

For after-sales service, if you experience any issues with the product under normal use, please contact us through one of the following methods:

  • Online Application: Please complete the warranty request form and include photos/description of the product issue along with proof of purchase (such as invoice or order confirmation screenshot). We will contact you within 1-3 business days (excluding holidays).
  • Visit a CoolWallet Authorized Retailer : Please complete the warranty request form and obtain an email confirmation from the CoolWallet Customer Service Center after product verification. Only then can you proceed with the product exchange at an authorized retailer.

Please be aware that for warranty service requests, the applicant is responsible for all related shipping costs. We appreciate your understanding and cooperation.

💡 What if my product is beyond the one-year warranty period? Check out CoolWallet's Trade-in Program !