Returns & refund policy

1. Return request window

Contact support@coolgasdepot.shop within 30 calendar days after delivery. Include the order number, product, quantity, reason for return, and photographs when condition or damage is relevant.

A request made within the window does not guarantee approval. We first evaluate product condition, safety, carrier rules, applicable law, and the reason for the request.

2. Standard return eligibility

Unless the item arrived damaged, defective, or incorrect, an approved standard return must generally be:

• unopened, unused, and not discharged or connected to equipment;
• factory sealed with valve protection and tamper features intact;
• in original packaging with all labels readable and attached;
• free from corrosion, dents, contamination, heat exposure, alteration, or other damage; and
• accepted for return transport by an authorized carrier under the instructions we provide.

3. Items normally not returnable

• opened, used, partially discharged, refilled, mixed, contaminated, or tampered cylinders;
• products with broken seals, removed labels, modified valves, missing caps or guards, or unverified contents;
• items damaged after delivery through improper handling, storage, installation, or transport;
• unauthorized returns, abandoned packages, or packages sent using noncompliant shipping methods;
• clearance, final-sale, special-order, or custom items identified as non-returnable before purchase; and
• products that cannot lawfully or safely be accepted, transported, restocked, or resold.

These limits do not remove any non-waivable right you have for goods that arrived damaged, defective, misdescribed, or incorrect.

4. How to request a return

Do not return an item to the address printed on the original parcel unless our written authorization specifically directs you to do so.

5. Damaged, leaking, defective, missing, or incorrect orders

Inspect the package promptly and notify us as soon as practical—preferably within 48 hours—if the order arrived damaged, leaking, incomplete, or incorrect. Provide photos of the outer package, carrier label, inner packaging, product label, cylinder, valve, and damage.

After review, an eligible remedy may include replacement, refund, carrier inspection, or another solution required by law. Do not dispose of the item or packaging until we provide instructions.

6. Return shipping and deductions

Cool Gas Depot covers approved return shipping for an eligible return, including the compliant label or carrier method we authorize. The customer must use only those instructions; self-arranged or unauthorized shipping is not reimbursable.

A 20% restocking fee is deducted from an approved voluntary standard return, such as a change of mind or an incorrect product ordered by the customer. The fee helps cover regulated return handling, inspection, and restocking. It does not apply when we confirm that the item was wrong, defective, or damaged in transit.

7. Inspection and refunds

We inspect authorized returns after receipt. If approved, the refund is sent to the original payment method, normally within 5–10 business days after approval. Your bank or card issuer may require additional time to post the credit.

If the returned condition differs materially from the request, or the shipment violates the authorization, we may reduce or deny the refund to the extent allowed by law. We will explain the decision using the contact information associated with the order.

8. Exchanges

We do not guarantee direct exchanges. The usual process is an authorized return followed by a separate order for the correct product. A replacement for our verified fulfillment error or an eligible damaged item may be handled without a separate purchase.

9. Order cancellation

Contact us immediately to request cancellation. We will try to stop an order that has not entered packing or carrier processing, but cancellation is not guaranteed. Once fulfillment or shipment begins, the return rules and any carrier costs apply.

We may cancel and refund an order if verification is incomplete, the product is unavailable, payment cannot be confirmed, the address cannot be served, the transaction appears fraudulent, or fulfillment would violate law or carrier rules.

10. Return support