Refund policy
We are sorry this one didn’t work out!
To complete your return, please email us at customercare@thatcooliving.com. Exchanges are not available at the moment so we encourage you to order the item you would like and return the item you do not want anymore.
We currently experience delays in processing returns, we appreciate your patience!
The customer has the right to return an item if:
1. The order has been canceled according to the terms and conditions by notifying That Cool Living within 14 days of delivery.
2. The item has not been used.
3. The item is in the condition that the customer received it in, and all the parts of the product as well as the original product package and manual are included in the return shipment. Items needing assembly should be returned unassembled.
4. The item has been repackaged in its original or an equivalent shipping box. If your items were delivered on a pallet, please keep it for a potential return.
1. The order has been canceled according to the terms and conditions by notifying That Cool Living within 14 days of delivery.
2. The item has not been used.
3. The item is in the condition that the customer received it in, and all the parts of the product as well as the original product package and manual are included in the return shipment. Items needing assembly should be returned unassembled.
4. The item has been repackaged in its original or an equivalent shipping box. If your items were delivered on a pallet, please keep it for a potential return.
Please note that the right to return products does not apply to:
• Custom-made products which are ordered from the manufacturer according to the customer's wishes
• Custom-made products which are ordered from the manufacturer according to the customer's wishes
• Made-to-order items
• Fabrics cut to order
• Fabrics cut to order
• Textile and hygiene products, such as bean bag chairs, towels, bedding or rugs
• Products part of sale or clearance
The item must be returned immediately after cancellation.
If you return or exchange an item, you are responsible for the risk of possible damage. A damaged item will not be accepted as a return or exchange if it cannot be established that the item has been damaged while in transit to the customer.
Packaging instructions:
The item you wish to return must be unused and in the condition, you received it in. Please ensure that all the parts and the original product packaging and manual are included in the return shipment.
Please pack the item in its original or equivalent shipping box and do not write or attach anything on the product packaging.
If you use the original packaging material, please remove old shipping labels, stickers, and other notes. Also, use clear tape or a clear plastic sleeve.
Please note the following when packing the item for shipping:
Fragile items
• Use extra cushion material for fragile items.
• If possible, label the shipping box as “fragile”.
Packaging
• In addition to the product package, pack the item in a shipping box.
• Use a high-quality cardboard box.
• The item should not touch the box’s walls: leave enough room around it.
• Place the extra packaging material between the product packaging and the shipping box to create a cushion layer.
• The corners and sides of the box may need additional reinforcement.
Sealing
• Use good clear tape. Brown or other colored tape may damage the packaging.
• Close the box and seal all seams.
The item must be returned immediately after cancellation.
If you return or exchange an item, you are responsible for the risk of possible damage. A damaged item will not be accepted as a return or exchange if it cannot be established that the item has been damaged while in transit to the customer.
Packaging instructions:
The item you wish to return must be unused and in the condition, you received it in. Please ensure that all the parts and the original product packaging and manual are included in the return shipment.
Please pack the item in its original or equivalent shipping box and do not write or attach anything on the product packaging.
If you use the original packaging material, please remove old shipping labels, stickers, and other notes. Also, use clear tape or a clear plastic sleeve.
Please note the following when packing the item for shipping:
Fragile items
• Use extra cushion material for fragile items.
• If possible, label the shipping box as “fragile”.
Packaging
• In addition to the product package, pack the item in a shipping box.
• Use a high-quality cardboard box.
• The item should not touch the box’s walls: leave enough room around it.
• Place the extra packaging material between the product packaging and the shipping box to create a cushion layer.
• The corners and sides of the box may need additional reinforcement.
Sealing
• Use good clear tape. Brown or other colored tape may damage the packaging.
• Close the box and seal all seams.
Refunds
The price of returned products is always reimbursed according to the payment method used for the order. If the returned product has been used, damaged, or is otherwise unsuitable for resale, That Cool Living has the right to charge a fee for loss of value up to the full price of the product. All returned items will incur a 25% restocking fee. Shipping fees are not refundable.
The price of returned products is always reimbursed according to the payment method used for the order. If the returned product has been used, damaged, or is otherwise unsuitable for resale, That Cool Living has the right to charge a fee for loss of value up to the full price of the product. All returned items will incur a 25% restocking fee. Shipping fees are not refundable.
Uncollected parcels that are returned will incur a 25% restocking fee and shipping fees are not refundable.
We will make the refund within 30 days of receiving the returned product at our warehouse. Product returns are processed in the order in which they arrive. If you have chosen Klarna invoice (Germany, Austria, Switzerland, the Netherlands, Sweden, Norway, Denmark, and Finland) as your payment method when placing the order, please take care of the payment as agreed. You may also inform the payment provider that you are returning the item(s).
We make a refund decision after receiving the product. We do not accept returned products if:
• After receiving the product, we detect defects in it or its packaging.
• Animal fur, hair, or stains on the returned product will automatically result in a decision not to accept the product return.
If faults are detected in the condition of the product, our customer service will contact you.
Campaign codes, campaign gift cards, and complimentary items
In case of a return, the discount or gift card will be reduced or cancelled if the total value of the order falls under the minimum value of the campaign. Also, complimentary items have to be returned if the order or its total value no longer meets the promotion terms.
In case of a return, the discount or gift card will be reduced or cancelled if the total value of the order falls under the minimum value of the campaign. Also, complimentary items have to be returned if the order or its total value no longer meets the promotion terms.
If a parcel is returned because the address was incorrect or it was not claimed, we'll refund the amount you paid minus the shipping costs and any fees charged for the return shipment.
Made-to-order items:
Unfortunately, custom or made-to-order items cannot be refunded unless arrived with delivery damage.
In case the delivery appears damaged, we ask you to receive it with a reservation. If the contents are damaged, please contact customer service within 48 hours of receipt at hello@thatcooliving.com. Please make sure to keep both the packaging and the products during the claim process.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@thatcooliving.com
Can I cancel my order?
Order cancellation is possible as long as your order has not yet been dispatched. Order cancellation and modification is not possible for made-to-order items.
Please note that in case of order cancellation, 5% of the order total is non-refundable cancellation fee.
THAT COOL LIVING does not issue refunds due to manufacturing or shipping delays.