Refund & Return Policy

This policy explains how refunds, returns, and cancellations work for Epicooler Portable AC orders placed through the official store.

1. Where your purchase is handled

Orders are concluded on the official store at https://selffiter.com/epicooler-portable-ac. That store is the seller of record and processes all refunds and returns. This page summarises how the process works so you know what to expect.

2. Your 14-day right of withdrawal

If you ordered from Germany or France, EU distance-selling law gives you the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. To exercise this right, inform the official store (or contact us and we will connect you) within that period.

• Return the product in its original packaging where possible.
• Handle the item only as needed to check its condition, as you would in a shop.
• Refunds are issued using the original payment method once the return is received and checked.

3. Damaged, defective, or wrong items

If your Epicooler arrives damaged, defective, or is not the item you ordered, contact us immediately with your order number and photos of the item and packaging. We will make sure the official store sends you a replacement or a full refund, including any return shipping costs.

4. Non-returnable condition

For hygiene and safety reasons, returns may be refused if the water tank has been used without cleaning, or if the unit shows damage caused by misuse, drops, or unauthorised repair. Normal, careful testing of the product does not affect your withdrawal right.

5. How to start a return or refund

1. Contact us with your order number via email, Telegram, or WhatsApp (details below).
2. We confirm the return instructions and the return address used by the official store.
3. Ship the item back as instructed, ideally with tracking.
4. Once the return is processed, your refund is issued to the original payment method.

6. Cancellations before dispatch

If you want to cancel an order that has not yet shipped, contact us as soon as possible and we will request the cancellation with the store. If the order has already shipped, the normal return process applies.

7. Refund timing

After the returned item is received and inspected, refunds are typically processed within 5–14 business days depending on your bank or payment provider. Any shipping fees paid for standard delivery are refunded in line with EU consumer law when the full order is returned.