After-Sales Policy

Dead on Arrival (DOA)

If a product is found to be Dead on Arrival (DOA), customers must contact our Customer Service at service@ikoolcore.com within 7 days of receiving the product.

DOA requests submitted after this period will no longer be treated as DOA cases and will be handled in accordance with our standard warranty policy (repair or replacement, as applicable).

Shipping-Related Issues

Damaged or Deformed Outer Packaging

If the outer packaging is visibly damaged upon delivery, please:

  • File a damage claim with the courier immediately
  • Obtain official confirmation (claim number or written proof)
  • Contact us with:
    • Clear photos of the product and packaging
    • A detailed description of the issue
    • The courier’s claim reference or documentation

Missing Items / Wrong Items / Incorrect Package

Please inspect the parcel before signing for delivery, including checking the contents and package weight.

If any issues are found, please email us with:

  • Order number and product name
  • Clear photos of:
    • Outer packaging
    • Shipping label
    • Parcel weight
    • Items received

Returns & Refunds

Important Notes

  • Final Sale or Discounted Products are eligible for refund or exchange only in the event of a confirmed quality issue.
  • All return requests must be submitted via service@ikoolcore.com.
To confirm product condition, customers may be asked to provide at least three (3) clear photos before a return is approved.

Return Authorization Required

We ship from multiple warehouses. All returns must be authorized by our Customer Service team prior to shipment.

Returns sent without authorization or to an incorrect address may not be eligible for a refund.

Return Status & Refund Timeline

After shipping your return, please provide us with the tracking number and carrier details.

Refunds will be processed within 3–7 business days after inspection. The actual refund time depends on the payment method:

  • PayPal: up to 48 hours
  • Credit cards: 7–14 business days (bank-dependent)

Original Packaging Requirement

Returned products must be in resellable condition, including original accessories and packaging.

Products returned without original packaging may not be eligible for return or refund.

Warranty Policy

One-Year Limited Repair Warranty

iKOOLCORE provides a one (1) year limited repair warranty, starting from the date the product is received.

Warranty Exclusions

  • Unauthorized disassembly or modification
  • Misuse, improper installation, or abnormal operation
  • Use outside the product’s intended purpose

Customers may still contact us to purchase replacement units or spare parts (if available). Charges will apply based on the original component value, plus shipping fees.

Warranty Repair Shipping Responsibilities

  • Customers cover shipping to our designated after-sales service center in Hong Kong
  • We cover return shipping after repair is completed

How to Request Warranty Service

Please email service@ikoolcore.com with:

  • Detailed issue description (what, when, how)
  • Order number and product name
  • Troubleshooting steps already attempted
  • Clear photos or videos (WeTransfer accepted)