Return & Refund Policy

Last Updated: August 19, 2026

We want you to feel confident when shopping with Koolpte. This policy explains our return, refund, exchange, cancellation, and warranty procedures.

1. 30-Day Return Period

You may request a return within 30 calendar days after delivery.

Before sending any product back, please contact Koolpte customer support to request return authorization and instructions.

Returns sent without prior authorization may be delayed or may not be accepted.

2. Return Eligibility

Returned products should, whenever reasonably possible:

• Include the original product
• Include original accessories and components
• Include manuals and documentation
• Include the original packaging
• Be returned in a condition suitable for inspection

Products that have been opened or used are not automatically disqualified from return.

Opened or used products will be reviewed on a case-by-case basis based on the condition of the product, reason for return, completeness of the returned package, and whether the product shows signs of customer-caused damage.

Products showing damage caused by misuse, abuse, unauthorized modification, unauthorized disassembly, improper installation, accidental damage, liquid damage, or other customer-caused damage may be denied for return or refund.

3. How to Request a Return

Please contact our customer support team before returning an item.

Once your request has been reviewed and approved, we will provide the appropriate return instructions and return address.

Do not send a return to an address printed on the original shipping package unless our customer support team specifically instructs you to do so.

4. Return Shipping Costs

If the return is caused by a confirmed Koolpte issue, including:

• A defective product
• An incorrect item
• A product damaged before or during delivery
• Another confirmed error on our part

Koolpte will generally cover reasonable return shipping costs or provide an appropriate return solution.

For returns based on personal preference, change of mind, or other non-defective reasons, the customer is generally responsible for return shipping costs.

We recommend using a trackable shipping method for customer-arranged returns.

5. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery.

If your item is damaged, defective, or incorrect, contact us as soon as possible and provide your order number along with photos or videos showing the issue.

Depending on the circumstances, we may offer:

• Troubleshooting assistance
• Replacement parts
• Replacement accessories
• Product replacement
• Return authorization
• Refund

The appropriate solution will depend on the specific case.

6. Refund Processing

After we receive and inspect an approved return, we will notify you of the inspection result.

If the refund is approved, Koolpte will process the refund to the original payment method within 3–5 business days.

After Koolpte issues the refund, your bank, credit card issuer, PayPal, or other payment provider may require additional time before the funds appear in your account.

Processing time after we issue a refund is controlled by the applicable payment provider and may vary.

7. Original Shipping Charges

If the return results from a confirmed Koolpte error, product defect, incorrect shipment, or eligible shipping damage, applicable original shipping charges may also be refunded where appropriate.

For non-defective or change-of-mind returns, original shipping charges, if any, may be non-refundable.

8. Exchanges & Replacements

If you need an exchange or replacement, please contact customer support.

Depending on the situation, we may arrange:

• A replacement product
• Replacement parts
• Replacement accessories
• A return followed by a replacement order

Replacement availability may vary.

9. Order Cancellations

Cancellation requests must be submitted within 24 hours of purchase.

An order may only be cancelled if:

The request is received within 24 hours, and
the order has not entered warehouse processing, packing, or fulfillment.

Once warehouse processing has begun, cancellation is no longer available.

If the order has already shipped, you may request a return after delivery in accordance with this policy.

10. 1-Year Limited Warranty

Eligible Koolpte astronomical telescopes and their original included accessories are covered by a 1-Year Limited Warranty beginning on the original purchase date.

The warranty applies to eligible manufacturing defects and product failures occurring under normal intended use.

The warranty does not cover damage resulting from:

• Misuse or abuse
• Accidents
• Unauthorized modification or repair
• Unauthorized disassembly
• Improper installation
• Liquid or environmental damage
• Normal wear and tear
• Loss of accessories
• Other customer-caused damage

Depending on the circumstances, an eligible warranty claim may be resolved through troubleshooting, replacement parts, replacement accessories, repair assistance, or product replacement.

Proof of purchase and photos or videos may be required.

11. Non-Returnable Situations

A return or refund may be denied when:

• The return request is submitted more than 30 days after delivery
• The product shows significant customer-caused damage
• The product has been intentionally modified
• Important components or accessories are missing
• The returned product does not match the product originally purchased
• The return involves fraudulent or abusive activity

Nothing in this policy limits any rights that cannot legally be excluded under applicable law.

12. Customer Support

Our customer support team is available 24/7.

Email: support@koolpte.com
Phone: +1 646 246 5505

When contacting us, please include your order number whenever possible.