We at Coolulu understand the needs of our customers and would like to serve them in the best possible manner. However, there may be certain cases where you would like to return/replace the product received from us. Please go through the following clauses of policy in this regard.

1. We only accept returns and exchanges within 7 days of receipt of products by the customers.

2. Items returned must be in original condition, unused and with original tags intact.

3. Sale items or items purchased on promotion/offers are not entitled to returns or exchange.

4. Please do not return any damaged goods unless first agreed by a member of our customer service team. It may result in a slower resolution time, or no refunds being given. Contact us via email at retail@coolulu.in. Please provide us with the following information

• Your Order numbers
• Which item you want to return.
• Preferably reason of return

5. All items are thoroughly inspected before any action is taken.

6. Orders placed separately cannot be returned as one. Combining orders will slow down the refund process.

7. In case of return by customer of customized racquets with a specific string, standard Rs. 500 would be deducted towards the string and stringing charges and the customer will have to bear courier charges for sending the racquet back to Coolulu.

8. In case you have purchased a Used Racquet and want a refund because the racquet did not meet your expectations. The refund will be processed after deducting the courier charges on both sides.

9. Once an item is approved for return, please pack and send it securely to the below address. We recommend using a reputed courier service when sending items back to us at the following address:

Coolulu Sports & Entertainment Private Limited
Ground floor, no 41, Classic Crest, 
5th A Main ,1st Block Koramangala, 
Bengaluru, Karnataka 560034
+91-6366 42118

10. Items returned to any other address will not be refunded or credited.

 

FAQs

1. If I changed my mind or did not like the product, what to do?

You may simply choose to return the product if it’s unused and is in saleable condition with its tags intact. You can ask for a replacement against this product.

However, in the case of the racquet, if it has been used for some time, you can get the replacement if you do not like the feel but it will be treated as a used racquet. You will send us the racquet after approval from our customer service and upon receipt of the racquet, we would inspect for any scratches/marks and let you know the refundable amount after deduction. This amount will be credited to your registered account and you can use it to purchase anything from the portal.

2. Who will bear the shipping charges for goods returned?

If the goods are returned because of any product damage or manufacturing defect, you may either request a full refund of the price you paid for it or ask for a fresh product delivered to you. In either case, the shipping charges for returns shall be refunded to you in the form of a coupon code (up to a maximum amount of Rs.200). The process of replacement may take 14-21 days since it involves multiple shipments.

However, If the goods are returned because of a change of mind and/ or size is not fit – you may return it – Coolulu would still replace the item, but the return shipment cost would be borne by you. Moreover, customers will have to pay the 'difference in products amount' electronically to our bank account. 

In the case of Used Racquets, the shipping charges of both sides will be borne by the buyer.

3. What to do if the product received is not what I ordered or is a damaged product?

We are sorry for the inconvenience caused. We will arrange for a replacement or refund. Please send us an email at retail@coolulu.in with images of the damaged product.

 Please don’t accept the delivery of any shipments where the outer packaging is damaged or tampered with in any manner. For any reason, after taking the delivery, if you realize and recognize that the product is damaged in any manner, you must report this to our customer service within 24 hrs of delivery of the shipment. These returns will not be accepted if there is a visible mark and/or identification of the use of the product.

If you receive a damaged or defective item, or items not ordered by you, please contact our Customer Service within 48 hours of delivery and provide details of the order number and item number from your original confirmation e-mail, as well as your e-mail address and phone number. Customer Service will make every reasonable effort to assist you with your return. If you do not contact Customer Service within the stipulated time, you are responsible for all return shipping charges.

Please note that the product should be returned in its original condition along with the price tag/sticker/seal wrap intact on the product, with no visible marks of usage or wear and tear. We strongly recommend that you use a good delivery service for returns and retain the proof of sending as we will not accept responsibility if the parcel is lost or damaged in transit.

4. What to do if I did not get the right size?

You needed a larger or smaller size product, inform us within 48 hours of receipt of the product, let us know your requirement and we will arrange for a replacement. However, the return shipping charges will be borne by you. Please note that in case of shoe size not fitting properly, we would only replace the shoe.

5. Can I cancel my order?

• Yes, If the product has not been shipped, you may cancel the order (after deduction of payment processing charges, if any). However, once the order has been shipped, any request for cancellation shall incur two-way return shipping costs, which shall be additionally borne by you. Kindly email us at retail@coolulu.in for any cancellation requests immediately. We will have the sole right to decide whether the order has been shipped or not.
• Please note that orders for personalized items (e.g. customized racquets), cannot be canceled or replaced. Further, racquet strings do not carry any warranty (even for few hours) and cannot be canceled or replaced.
• For any cancellations, please note that the returns shipping cost has to be borne by you and we will not refund it.

6. Can I change the color and size of the product after placing the order?

Yes, if your order has not been shipped, you may request a change in size/color without any charges. However, once the order has been shipped, any request for changes shall incur return & replacement shipping costs which shall be borne by you.

7. How I will get a refund for canceled/returned orders?

You will receive the approved refund in the same manner in which you made the original payment ie. Credit card/ debit card / net banking etc. For COD payments, a refund will be issued in form of a cheque. Please allow 14 days from the receipt of the returns by us for further processing.

Please Note:

Coolulu reserves the right to refuse any excessive and/or bad faith returns.
All Refunds / Replacements should be claimed within 15 days of receipt of the product.
All the Refunds / Replacement will be processed once the returns are received at our office.
All the products must be returned unused along with their original packaging, labels, and boxes. We also reserve the right to reject any return request if the product is not properly packed, opened or the box is ripped up from any side.

Replacement policy for manufacturing defects?

All of our products come with the standard warranty by the manufacturer. If you find a manufacturing defect in the product, please inform us within 14 days of delivery along with images of the defect in the product. We will examine the defect from images according to warranty guidelines of the brand and will take up the matter with the manufacturer/distributor. We shall offer you a replacement or refund at no extra cost to you subject to approval from the manufacturer/distributor.

However, racket strings do not carry any warranty (even for few hours) and are not covered under this policy.

Due to the highly technical nature of the products sold by us, we may have to reach our manufacturers to confirm if the defect in the product is due to a manufacturing fault. Our suppliers will always come back to us within 14 days maximum (normally much early). We will get in touch with you on hearing their findings. So, the process of replacement may take 4-6 weeks, since it also involves multiple shipments.