Refund policy

Last updated: 19-09-2023

 

Modifications and cancellations

Modifications or cancellations of an order placed by the User through the Website are possible as long as the order has not yet been prepared. If the order has already been prepared, CCCSL reserves the right to modify or cancel the order. In no case will it be possible to modify or cancel an order that has already been sent.

In any case, it will be the User's responsibility to contact CCCSL by any of the means available on the Website. CCCSL will make every effort to make the requested modification or cancellation before the order is prepared and shipped. In any case, CCCSL will assume any kind of responsibility if it is not possible to carry out the modification or cancellation requested by the User and the order is prepared and shipped.


Size exchanges

The User has the right to request an exchange of the size of a product ordered through the Website within fourteen (14) calendar days from the day on which the order was received by the consumer or a third party indicated by the consumer, other than the carrier.

Size exchanges cost £5.99 for orders from the UK and 5.99€ for orders from Eurozone countries.

The User may request a size exchange through the channels available on the Website, where he/she will be informed on how to proceed with the exchange. CCCSL reserves the right to modify the procedure for size exchanges without prior notice.

CCCSL will not accept an exchange of size of garments that, once received in the warehouse, show any of these signs:

  • Signs of having been worn, for example, stains or tears.
  • It gives off bad smells.
  • The label has been removed.
  • Loss of one or more parts or components on 3D models or LED Light Up models.

During the size exchange process, CCCSL will consider this size exchange process to be completed if, 21 calendar days after the last communication with the User, CCCSL has not received a reply from the User through any of the communication channels available on the Website.



Model exchanges

CCCSL reserves the right to make model changes to the products ordered through the Website. In the event that the User wishes to change the model of one of the products he/she has purchased, he/she must request a return of said product and place a new order.



Defective products

It is the User's responsibility to check the external condition of the package(s) and to make all relevant reservations upon receipt of the order.

In the event of serious damage to the package (open, damaged, etc...), it is advisable to refuse delivery. If for any reason it has not been possible to refuse the package or the defect is not visible from the outside of the package, the User has 48 HOURS to contact CCCSL and make a complaint indicating the defects with photographs and videos of the material received such as the box, the transport label and the defective product in question.

Once more than 48 hours have elapsed since receipt of the order by the User, any requested return will be processed as a return for withdrawal.

The User shall use the communication and contact channels described on the Website to provide the necessary information. This information will be reviewed and, in the event that the return is confirmed due to tare, defect or receipt of an erroneous product, CCCSL will assume the replacement of a product of the same characteristics and conditions.

CCCSL will send a new order and it will be the User's obligation to download a new label, pack the defective product and deposit it at a collection point of his choice within a maximum period of 15 days from the first communication.

Whenever a return is confirmed due to a fault, defect or receipt of an erroneous product, the same product purchased by the User will be replaced. Only in the event that the product is out of stock or out of stock and its replacement is not possible, the User may request an exchange for another product or the reimbursement of the amount of the defective product.

Products that show defects or deterioration caused by external factors (accidents, wear and tear, misuse or improper handling of the product), as well as products whose original form has been manipulated, altered or repaired by the customer or by third parties not authorised by us, will not be processed for return due to manufacturing defect or tare.

During the return process due to a fault, defect or receipt of an erroneous product, CCCSL will consider this return process finished if, 21 calendar days after the last communication with the User, CCCSL has not obtained a response from the User through any of the communication channels available on the Website.


Right of withdrawal

In accordance with EU regulations, the User has the Right of Withdrawal, by virtue of which he may return the product received if he finds that it does not meet his expectations within a period of fourteen (14) calendar days from the same day on which the consumer or a third party indicated by him, other than the carrier, received the order.

For hygienic reasons, it is not possible to return or exchange products from the socks, underwear, earrings and headbands collections.

Returns accepted for processing will be charged a handling and shipping fee of £5.99 for orders placed from the UK and €5.99 for orders from Eurozone countries. This cost will be deducted from the amount to be refunded.

CCCSL will not accept a retunr of garments that, once received in the warehouse, show any of these signs:

  • Signs of having been worn, for example, stains or tears.
  • It gives off bad smells.
  • The label has been removed.
  • Loss of one or more parts or components on 3D models or LED Light Up models.

In this case, the return request will be cancelled and the product will be sent again to the same delivery address previously indicated by the User, who will assume the costs of this new shipment.

Before submitting the return request, the customer must choose between these two return methods:

  • Store credit refund: a discount voucher will be generated for the same amount as the purchase plus an extra 10% up to a maximum of £5. This voucher expires 3 years after the date of purchase.

  • Refund: the purchase amount plus shipping costs will be refunded using the same payment method used for the purchase.

This choice is entirely up to the customer and, under no circumstances, can CCCSL modify it without the customer's consent. Please note that, for billing reasons, once forty (40) calendar days have passed since the purchase, it is not possible to change the refund method.

Once a return or size exchange has been requested, the customer has a period of 15 calendar days to download the return label and drop the parcel off at a pick-up point of their choice. If the shipment is not made within this period, the return may be cancelled and, as a gesture of goodwill, store credit for the corresponding amount may be offered.

If, within a period of forty (40) calendar days from the date the return request is submitted via the returns portal, we have not received the parcel at our facilities, and provided that the non-receipt is not attributable to duly evidenced logistical issues on the carrier’s side, the return will be definitively cancelled and no refund will be issued.

Exceptionally, and as a strictly commercial gesture, COOL CHRISTMAS CLOTHING SL may offer the customer store credit for the value of the product. Acceptance of this store credit will be voluntary and it shall not, under any circumstances, be considered a refund.

For refunds that are accepted for processing, the price of the product and the initial shipping costs (only in cases where the customer has paid shipping costs) will be refunded no later than fourteen (14) days after the product is received at the CCCSL facilities.

The same means of payment used for the initial transaction will be used for the reimbursement. In any case, the reimbursement of the amount will not entail the obligation to pay any fee or commission. 

The reimbursement of the amount may be withheld until the items returned by the User have been received or until proof of having returned the items has been provided, whichever occurs first.

During the return process, CCCSL will consider this return process to be completed if, 21 calendar days after the last communication with the User, CCCSL has not received a reply from the User through any of the communication channels available on the Website.