Return and Exchange Policy

Return and Exchange Policy

Before initiating an exchange, please contact us via 077 344 6447 or email online@coolplanet.lk. Our team will guide you through the next steps.

1. Conditions for Exchange

Exchange Policy

We accept exchanges under the following conditions:

1. From Online Store

Customers who placed an online order can request an exchange in the following way:

  • The request must be made within 14 days from the date the parcel is received by the customer.
  • The item must be returned along with the original invoice/bill and price tags.
  • The product must be in original, unused, unwashed, and resalable condition, with all tags and packaging intact (price tag, wash tag, brand label, etc.).

Exchange process:

  • If the issue is due to our mistake, we will arrange the courier for pickup and deliver the replacement item at no extra cost.
  • If the exchange is due to customer preference or other reasons, the customer must:
    • Hand over the return parcel to the courier
    • Pay the courier charges for return and re-delivery
  • Once we receive and inspect the returned item, we will process the exchange and send the replacement item.

⏱️ The complete process may take 1–2 weeks depending on condition of the country.

2. In-Store Exchange

Customers can also exchange items directly at our store:

  • Exchange must be made within 14 days from the date the parcel was received by the customer.
  • The item must be in unused, unwashed, and original condition, with all tags attached.
  • Customers must present the original bill/invoice or e-invoice at the store.
  • Exchanges are subject to product availability in-store.

Return Address

Cool Planet – Online Department
Cool Planet Ware House, Athurugiriya Road, Pannipitiya, Kottawa, 10230
Contact: 077 344 6447

Important Notes

  • No cash refunds will be provided under any circumstance.

  • For items purchased during an online promotion, the exchange value will be the promotional price.

  • Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect.

    • Damage complaints must be raised within 48 hours of receiving the shipment.

    • The company will not be liable for complaints raised after this period.

  • If the item has a technical or product defect, we will arrange a courier pickup at no cost to you.

  • Final Note

    We are committed to ensuring a smooth and pleasant shopping experience. If you have any questions regarding our return or exchange process, please feel free to contact us. Our team is always happy to assist you.