Kool Balm NZ works hard to provide you with the highest quality products. Sometimes things go wrong so we’ve set out below how we’ll make it right.

We have a 14-day refund policy for all shipped products. This means you have 14 days from the date you receive the product(s) to request a return due to a defect, damage, or other product issue. For products purchased via our website the 14-day refund and exchange period starts from the day you receive the order confirmation email.

Only items purchased on the Kool Balm NZ website can be returned for refund.

You can always contact us for any questions at koolbalm@gmail.com.

Defects and damage
Please inspect your order upon receipt. If you receive a shipment from us in which the product(s) is defective or damaged, contact us immediately (and no later than 14 days from receipt of product(s)) at koolbalm@gmail.com, and send a copy of your order confirmation as proof of purchase.

We will respond within two working days and provide a suitable remedy. 

Refunds
If we have requested product(s) to be returned to us, we will inspect your return once received. Alternatively, we may make an assessment based on emails and/or conversations with you.

We will let you know if the refund was approved or not. If approved, you’ll be automatically refunded via your original payment method within five business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your refund, please contact us at koolbalm@gmail.com