Return / Refund Policy/ Terms of purchase

Final Sale, Order & Shipping Policy

By placing an order with Cold Sins, you acknowledge that you have read, understood, and agreed to the terms of this policy.

Final Sale Policy

All orders are considered final sale, including but not limited to custom items, personalized items, made-to-order products, pre-orders, and products created or prepared specifically for your order.

Due to the custom and/or made-to-order nature of our products, we do not accept returns, exchanges, cancellations, or requests for refunds unless specifically approved by us. Approved refunds are subject to a $10 return processing fee. 

We reserve the right to approve or deny any exception to this policy at our sole discretion.

Order Changes & Accuracy

Customers are responsible for carefully reviewing their order before completing checkout. This includes, but is not limited to, product selection, size, color, quantity, personalization, spelling, measurements, shipping address, and any other order details.

If an error is made by the customer at checkout, we are not responsible for correcting or replacing the order after payment has been processed.

If you notice an error immediately after placing your order, contact us as soon as possible at info@coldsins.com. We will make reasonable efforts to accommodate requested changes; however, changes or cancellations are not guaranteed and are only considered approved once confirmed by a customer service representative.

Once production has begun, changes or cancellations may no longer be possible.

Production & Processing Times

All orders are provided with an estimated production and/or processing time frame at the time of purchase.

Because our products are custom-made and/or made-to-order, production time frames are estimates only and are not guaranteed completion or delivery dates. These time frames are stated as time frames the order is expected to ship by.

Orders may be completed sooner than estimated or may require additional time due to production volume, material availability, customization requirements, holidays, unforeseen circumstances, or other factors beyond our reasonable control.

Orders will ship once production is complete.

A production or processing delay does not automatically qualify an order for a refund, return, exchange, or cancellation.

Shipping & Delivery

Shipping timeframes are estimates and are separate from the production and processing timeframe.

Tracking information will be provided by email once your order has shipped.

Once an order has been shipped, delivery times and handling are the responsibility of the shipping carrier. Carrier delays, weather, customs delays, service interruptions, or other circumstances occurring during transit are outside of our control and will not automatically qualify an order for a refund.

If your outer shipping package arrives damaged you must obtain images of the complete shipping box and label prior to inspecting the contents. You must then contact us and provide these images. Further instructions will follow. 

1. Retain the merchandise AND packing material for inspection by the carrier for a minimum of 60 days.

Incorrect Addresses & Returned/Refused Packages

Customers are responsible for providing a complete and accurate shipping address at checkout.

Packages returned to us for any reason, including but not limited to an incorrect or incomplete address, failure to accept delivery, refusal of delivery, or failure to collect a package, will be subject to return shipping fees, reshipping fees, customs fees, duties, taxes, and other applicable carrier charges. No refunds will be honored. 

These costs are the responsibility of the customer and must be paid before the package can be reshipped.

Customs, Duties & Import Fees

For international orders, the customer is responsible for any customs duties, import taxes, brokerage fees, tariffs, or other charges imposed by the destination country, customs authority, or shipping carrier. Any delays due to customs is based on that country and their customs office. Contact the final courier listed for your parcel and inquire on the status. As we can not control their processes. If a package is delayed it does not warrant a credit or replacement. You must allow the process to take place. If the package has not updated within 45 days from arriving in customs, then we can then step in. 

 

 

 

These fees are determined by the destination country and are outside of our control.

Failure or refusal to pay applicable customs or import fees will not qualify an order for a refund. After all fees have been incurred any remaining balance will be applied as store credit. 

Lost, Damaged & Delivered Packages

If a package is confirmed by the shipping carrier as lost while in transit, we will, at our discretion, remake the order or provide store credit, subject to the circumstances of the shipment and availability of the materials required to reproduce the order.

If tracking shows that a package was delivered to the address provided at checkout but the customer is unable to locate it, the customer is responsible for contacting the shipping carrier and/or filing a claim with the carrier.

We are not responsible for packages that are reported missing after the carrier has confirmed delivery to the provided shipping address.

Customers are encouraged to use a secure delivery address and to monitor tracking information.

Approved Returns & Refunds

Returns are not accepted unless specifically approved by us in accordance with this policy.

If a return is approved, the customer is responsible for all return shipping costs and any applicable customs duties, taxes, or other fees associated with the return.

Any approved refund may be reduced by applicable shipping, customs, duties, taxes, or other non-refundable costs associated with the order, where permitted by applicable law.

No return should be shipped without prior approval. Unauthorized returns may not be accepted.

Packaging

We take reasonable care in packaging orders for shipment. However, we do not guarantee that product boxes, cosmetic boxes, or other packaging will arrive free from dents, scratches, crushing, or other cosmetic damage caused during transit.

Damage to packaging alone does not constitute damage to the product and does not qualify for a return, replacement, discount, or refund.

The free cosmetic box included with an order is provided as packaging and is not a guaranteed component of the product itself.

Payment Disputes & Chargebacks

Before initiating a payment dispute or chargeback, customers are encouraged to contact us at info@coldsins.com so that we have an opportunity to review and attempt to resolve the issue.

If a customer initiates a chargeback or payment dispute for an order that was fulfilled anr or not limited to being within the accordance with the terms of the purchase and this policy, we reserve the right to provide the payment processor with relevant order, production, shipping, and communication records in response to the dispute.

Any fees assessed to us by a payment processor and time taken to supply evidence as a direct result of a customer-initiated dispute may be addressed in accordance with applicable law and the terms of the payment processor. Which will result in fees that the customer will be responsible for. If the item is no longer available due to the claim the remaining credit if any will be applied for a future order. Orders will not be fulfilled unless fees are fully paid. All fraudulent claims or claims of not authorized transactions will not be honored if found in our favor.

Right to Refuse or Cancel Orders

We reserve the right to refuse, modify, or cancel any order at our discretion, including but not limited to situations involving suspected fraudulent activity, pricing or listing errors, product availability, production limitations, inability to fulfill an order, or other circumstances that prevent us from completing the order.

If we cancel an order before fulfillment, any applicable refund will be determined based on the circumstances of the cancellation and applicable law.

Policy Agreement

By completing your purchase, you confirm that you have read, understood, and agreed to this Final Sale, Order & Shipping Policy.

This policy applies to all orders unless we expressly agree otherwise in writing.