Return and Refund Policy

Last updated: July 14, 2026

Thank you for shopping at Cooldelo. We sell both physical products (laser cutting machines, 3D printing machines, and ready-assembly items) and digital products (laser cutting and 3D printing design files). Because these product types are different, they are covered by separate parts of this policy. Please read the section that applies to your order.

Part A — Physical Products (Machines & Ready-Assembly Items)

A1. Returns

You may request a return within 14 days of delivery if:

• The item arrived damaged, defective, or not as described
• You received the wrong item
• The item is unopened, unused, and in original packaging (change-of-mind returns)

To start a return, email support@cooldelo.com with your order number, photos of the item (if damaged/defective), and a description of the issue. We'll provide instructions and, where applicable, a return shipping address.

A2. Non-Returnable Items

• Items that have been used, assembled, or show signs of wear
• Items missing original packaging or accessories
• Custom-sourced or special-order machines, once the order has been placed with our supplier (see A4)

A3. Refunds for Physical Products

Once we receive and inspect the returned item, we will notify you of approval or rejection. Approved refunds are issued to your original payment method within 5–10 business days. Return shipping costs are the customer's responsibility unless the return is due to our error (damaged, defective, or wrong item).

A4. Sourced / Special-Order Machines

Some machines are sourced on request when not currently in stock. These orders may require a longer lead time and, once placed with our supplier, may not be cancellable or refundable except in cases of supplier failure to deliver or a defective unit on arrival. We will always confirm these terms with you before completing a sourced order.

A5. Shipping Damage

If your item arrives visibly damaged, please keep all packaging and contact us within 48 hours of delivery so we can file a claim with the carrier and arrange a replacement or refund.

Part B — Digital Products (Design Files)

B1. General Policy

Because digital design files are delivered instantly and can be downloaded immediately, all digital sales are final once the files have been downloaded or accessed, except as described below.

B2. When You ARE Eligible for a Refund or Replacement

• You received a corrupted, damaged, or unusable file
• The product materially differs from what was described on the product page
• You were charged twice for the same order (duplicate transaction)
• You did not receive access to your download within a reasonable time and our support could not resolve it

Contact support@cooldelo.com within 14 days of purchase with your order number and a description of the issue. We review each request individually and respond within 3–5 business days.

B3. When Refunds Are NOT Provided (Digital)

• Change of mind after downloading the files
• Lack of compatible software or equipment to use the files
• Files downloaded and used as intended, with no defect

Part C — General

C1. How Refunds Are Processed

Approved refunds (physical or digital) are issued to your original payment method within 5–10 business days, depending on your bank or card issuer's processing times.

C2. Order Cancellations

Physical product orders may be canceled if they have not yet shipped — contact us as soon as possible. Digital product orders cannot be canceled once completed, since files are delivered instantly. Sourced/special-order machines follow the terms in A4.

Contact Us

If you have any questions about this Refund Policy, please reach out:

COOLDELO LABS LLC
Email: support@cooldelo.com
Phone: +1 (917) 814-3657
Address: 1209 Mountain Rd Pl NE, Ste R, Albuquerque, NM 87110, United States