Refund policy

REFUND POLICY (ENGLISH VERSION)

Last Updated: March 1, 2026

At Cool Wag, all of our products are custom-made and personalized based on the information you provide at the time of purchase. Because each item is made to order, all sales are final.

By completing your purchase, you agree to this Final Sale and No Refund Policy.

1. No Returns or Refunds

We do not accept returns, exchanges, or refunds for personalized or custom-made products.

Returns, exchanges, or refunds will not be granted for:

  • Errors in the information provided by the customer (e.g., misspelled name, incorrect phone number, wrong date, etc.).

  • Change of mind after the order has been placed.

  • Damage caused by misuse, improper care, accidents, or normal wear and tear.

2. Exceptions (Replacement or Refund May Apply)

We will offer a replacement or refund only in the following circumstances:

  • The product has a manufacturing defect.

  • We made an error in the personalization that differs from what was submitted in your order.

  • The product was damaged during shipping (clear photos of the package and product are required).

3. Reporting an Issue

If you believe your order qualifies under one of the exceptions above, you must contact us within 7 days of delivery.

Please email:

📧 info@coolwag.shop

Include:

  • Your order number

  • A detailed description of the issue

  • Clear photographic evidence

Failure to contact us within 7 days of delivery may result in denial of the claim.

4. Important Notes

  • Please carefully review all personalization details before submitting your order.

  • Once an order enters production, it cannot be modified or canceled.

  • By completing your purchase, you acknowledge and agree to this Final Sale and No Refund Policy.