DOA & Warranty


Dead on Arrival, Returns, Refunds & Warranty Information

1 Dead on Arrival (DOA)

For DOA (Dead on Arrival) cases, customers must contact our Customer Service at service@ikoolcore.com within 7 days of receiving the product.

! DOA requests submitted after this period will not be accepted as DOA cases and will instead be handled under our standard warranty policy (replacement or repair).
i Final Deal Priced Products
Products marked as "Final Deal" can only be refunded or exchanged for quality issues.

2 Damaged, Missing or Incorrect Items

Outer Packaging Damaged

If the outer packing is broken or out of shape:

  • Immediately file a case with the courier company and obtain a paper proof with a stamp or official confirmation.
  • Send us pictures of the received items and package, with detailed information describing the issue, along with the paper proof and case number so we can quickly confirm the case.

Missing Items, Wrong Items or Incorrect Package

Please carefully check the contents and the weight of the parcel before signing for it. If you find any issues, please contact us with the following:

  1. Email us with your order number and the product name.
  2. Send us clear pictures of the outer packaging, the shipping label, the weight of the package, and the item you received.
i Before returning your item, please provide at least 3 photos of the product to confirm its condition. Our customer support team will advise you on the next steps.

3 Return Process & Refund

Before Returning

Please email service@ikoolcore.com and include the following:

  • Order Number
  • Reasons for Return
  • Package photos
! Important Notice: We ship from multiple warehouses, so returns must be sent to the corresponding warehouse. Please contact our customer service before returning any items to obtain the correct return address. Unauthorized returns may not be eligible for a refund.

Have You Received My Return?

Processing your return usually takes a few days. After returning the product, please contact us with the tracking number and carrier details so we can track your return. Once we have confirmed receipt of the product, we will proceed with processing your refund.

When Will I Receive My Refund?

The processing time for us to proceed with the refund is 3–7 business days upon receiving your returned item. After this, the refund time will depend on the payment method:

  • PayPal: Refunds may take up to 48 hours to process and appear in your account.
  • Credit Card: Refunds will take between 7–14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.

No Original Packaging?

To ensure all customers receive a complete, defect-free product, returned products must be in a resellable condition. We are sorry, but products without the original packaging cannot be returned.

4 Warranty Policy

i One Year Repair Warranty: iKOOLCORE offers a one-year warranty starting from the date you receive the goods.

Warranty Exemptions

If the item has been disassembled, damaged, or misused by the customer, the warranty will become void immediately, and compensation will not be available. Customers may still contact us to purchase replacement units or spare parts (if available). Charges will apply based on the original component value, along with shipping fees.

i The customer is responsible for shipping the device to our designated after-sales service address in Hong Kong. After the repair is completed, we will cover the return shipping cost.

The warranty is void if the customer:

  • Opens the body in an attempt to fix the device.
  • Modifies, removes, customizes, or swaps parts of the product.
  • Uses the device in a way it is not originally intended for.
  • Continues to use the item once a fault occurs and causes more damage.
  • Fails to contact us when the problem first occurs.
! All returns must first be authorized by iKOOLCORE's Support Team prior to return. For incomplete warranty requests, iKOOLCORE reserves the right to refuse any compensation. If the customer has returned the package without prior authorization, sends it to the wrong address, returns an incorrect item, or submits an empty package, iKOOLCORE reserves the right to refuse any compensation.

5 How to Request Warranty

Please first submit a ticket to our Customer Service at service@ikoolcore.com with the information below:

  • Describe the problem with your item in detail: What happened? When? How?
  • State your full order number and product name.
  • Tell us what steps you have already taken to resolve the issue.
  • Send a clear photo or video (via WeTransfer) showing the defect(s), taken under good lighting.
i Our After-sales team will look into the problem you are facing and get back to you with a solution as soon as possible.