Returns & Refunds

At Cool Flo, we want you to be happy with your purchase. If something isn't quite right, we're here to help.  For non-personalised items, we are happy to offer exchanges and refunds within 30 days of receipt, in addition to your statutory consumer rights. Please see the information below for full details.

Standard Products

If you have purchased a non-personalised item and wish to return it, you may do so within 30 days of receiving your order, provided the item is:

• Unworn and unused
• In its original condition
• Returned with any original packaging and tags where applicable

Once your return has been received and inspected, we will process your refund to the original payment method.

Please note that return postage costs are the responsibility of the customer unless the item is faulty, damaged, or incorrectly supplied.

Your Right to Cancel

If you are purchasing as a consumer in the United Kingdom or European Union, you have the right to cancel your order for non-personalised goods within 14 days of receiving your items. Once you have notified us of your decision to cancel, you have a further 14 days to return the goods.

If you wish to cancel your order, please contact us within this period and we will provide instructions on how to return your item.

Refunds will be processed within 14 days of receiving the returned items or receiving evidence that the goods have been returned.

Personalised Products

Many Cool Flo products are available with custom embroidery, personalisation or made-to-order branding.

As these products are made to your specification or are clearly personalised, they are exempt from the statutory right to cancel under the Consumer Contracts Regulations.

This includes, but is not limited to, personalised caps, custom-branded merchandise and products embroidered or produced to a customer's specific requirements.

Because personalised items are made specifically for you, we are unable to accept returns or offer refunds unless the item is faulty, damaged, incorrectly supplied or not as described.

Please ensure all personalisation details are checked carefully before placing your order.

Faulty, Damaged or Incorrect Items

This does not affect your statutory rights.

If your order arrives:

• Faulty
• Damaged
• Incorrectly supplied
• Not as described

please contact us as soon as possible at info@coolflo.co.uk with your order number and photographs where appropriate.

Where a product is confirmed to be faulty, damaged, or incorrectly supplied, we will arrange an appropriate remedy, which may include:

• Replacement
• Repair
• Refund

Where applicable, reasonable return postage costs will also be reimbursed.

Returning Your Item

Most orders are dispatched from our London depot. If your parcel was shipped from London, please use the returns form enclosed with your order and return the item to:

Cool Flo Returns
Unit 35, Nobel Road
London
N18 3DW
United Kingdom

If your parcel was shipped from our Cobham unit, please check the sender details on the parcel label and download the Returns Form (Cobham) below.

Please download this Returns Form (Cobham) and follow the instructions included. 

The item must be returned in its original condition with all packaging, labels and tags intact.

Unless the item is faulty, damaged, or incorrectly supplied, return postage costs are the responsibility of the customer.

We strongly recommend using a tracked postal service and obtaining a Proof of Posting Certificate from your chosen carrier, as we cannot be held responsible for items lost in transit.

Please allow up to 14 working days from receipt of your returned item for your return to be inspected and processed.

Exchanges

If you would like to exchange a standard product for a different size or colour, please contact us and we will do our best to help, subject to stock availability.

Personalised products cannot be exchanged unless they are faulty or supplied incorrectly.

For more details please contact orders@coolflo.co.uk.

Click to see Cool Flo terms & conditions.