Returns

Many of our products are used for packaging and chilled shipping of food, pharmaceutical products, and other temperature-sensitive goods. Clear return conditions therefore apply, with food safety, hygiene, and product quality as the key priorities.

Return policy

Cooled Solutions supplies cold chain packaging, insulated packaging, EPS boxes, gel packs, ice packs, thermal pallet covers, insulated liners, and other products for temperature-sensitive shipments, among other things. Because these products are often used for food, pharmaceutical products, or other sensitive goods, we cannot accept all products for return as standard.

Products can only be returned after prior contact has been made with Cooled Solutions and the return shipment has been approved by us. Therefore, never return products without consultation.

Return period

Has a product been delivered incorrectly, arrived damaged, or is it defective? Please contact us as soon as possible.

• Transport damage must be reported within 24 hours of receipt.
• An incorrectly delivered or defective product must be reported within 14 days of receipt.
• After approval of the return request, you will receive further instructions from us.

After receiving your report, we will assess the situation and look for an appropriate solution, such as replacement, repair, subsequent delivery, crediting, or refund.

Products that cannot be returned

In connection with food safety, hygiene, and quality control, the following products cannot be returned as standard:

• Products that have been used, opened, damaged, or are incomplete.
• Products whose hygienic condition we can no longer guarantee after delivery.
• Products that are suitable for or can be used in the packaging of food or pharmaceutical products.
• Gel packs, ice packs, and other cooling products whose storage conditions can no longer be verified after delivery.
• Products that have been custom-made, printed, or produced specifically for the customer.
• Products specially ordered or assembled at the customer’s request.

Custom-made products

Products that have been specially custom-made according to the customer’s requirements, dimensions, or specifications cannot be returned. This also applies to products that have been specially produced, printed, or adapted for a specific order.

A custom-made product can only be reported if the product is defective, damaged, or incorrectly delivered. In that case, please contact us within 14 days of receipt.

Conditions for an approved return

When a return is approved by Cooled Solutions, the following conditions apply:

• The product must be complete.
• The product must be unused.
• The product must, where possible, be in its original packaging.
• The product must be properly packaged for the return shipment.
• The return must be approved in advance by Cooled Solutions.

We may ask for photos of the product, the packaging, the damage, or the shipping label. This allows us to assess the report more quickly.

Return method

Would you like to report a problem with your order? Please contact us by email, telephone, or the contact form. Always include your order number, the product name, and a clear description of the problem.

If the return is approved, you will receive the return instructions from us. Depending on the situation, we will send a return label or make other arrangements for returning or collecting the products.

Return costs

If there is an error by Cooled Solutions, an incorrectly delivered product, a defective product, or transport damage reported in good time, we will cover the approved return costs.

Returns that have not been approved by us in advance will not be accepted or refunded.

Refund

If a refund applies, we will refund the amount using the same payment method used to pay for the order, unless otherwise agreed.

A refund will be processed after we have received and inspected the return shipment, or after it has been clearly established that a refund is the appropriate solution. We process approved refunds as quickly as possible and no later than 14 days after assessment of the return or complaint.

Exchange or replacement

Exchange or replacement is only possible when a product has been delivered incorrectly, damaged or defective and the notification has been approved by Cooled Solutions. In that case, we will provide an appropriate solution.

Damaged delivery

If damage has occurred during transport, please contact us within 24 hours of receipt. Preferably include clear photos of:

• The damaged outer packaging.
• The shipping label.
• The damaged products.
• The complete delivery as received.

We will assess the notification and will be happy to resolve the issue for you as quickly as possible.

International orders

Cooled Solutions ships to almost all countries within Europe. The same return conditions apply to international orders as to orders within the Netherlands.

Would you like to order from outside Europe or do you have questions about an international delivery? Please contact us via our contact page.

General terms and conditions

For additional information, please refer to our General Terms and Conditions. These return conditions are intended to clearly explain how Cooled Solutions handles returns, complaints, damage and refunds.