Return & Exchange Policy

Effective Date: February 12, 2025

We want you to be happy with your purchase! This policy explains how to return or exchange items.

1. Can I Return My Item?

• General Return Conditions:

  • You have 30 days from the delivery date to return most items.

  • Items must be unused, unworn, and in their original condition.

  • All original tags must be attached.

  • Items must be returned in their original packaging.

  • You’ll need to provide proof of purchase (order number, receipt, etc.).

• Items You Cannot Return:

  • Custom-made or personalized items.

  • Sale items marked as “Final Sale.”

  • Intimate apparel (for hygiene reasons).

  • Face masks and accessories (for hygiene reasons).

  • Gift cards.

2. How to Return an Item

• Start Your Return:

  1. Log in to your account on our website.

  2. Find the order you want to return.

  3. Select the item(s) you’re returning and choose a return reason.

  4. Print the return shipping label (if applicable).

  5. Carefully package the item(s) in their original packaging.

• Return Methods:

  • Free In-Store Returns (Hong Kong Only): Bring your item(s) and proof of purchase to our designated location [If you have a physical store, provide the address. If not, remove this option].

  • Postal Return: Ship the item(s) back to us using a trackable shipping method.

  • Courier Pickup: [If you offer this service, explain how to schedule it].

  • Drop Off Points [If you offer this option, provide details].

3. Refund Options

• Refund to Your Original Payment Method:

  • Credit Card: 3-5 business days.

  • Debit Card: 5-7 business days.

  • Bank Transfer: 5-7 business days.

  • Digital Wallets (e.g., PayPal, Apple Pay): 1-3 business days.

  • Note: Processing times are estimates and may vary depending on your bank or payment provider.

• Other Refund Options:

  • Store Credit: Get store credit and receive a bonus 10% on top of your refund amount!

  • Gift Card: Receive a gift card for the refund amount.

  • Account Credit: Have the refund amount credited to your Cool City Magnets account.

  • Exchange: Swap your item for a different size, color, or style (see Section 4).

4. Exchanges

• Direct Exchanges: We’re happy to exchange items for:

  • A different size.

  • A different color.

  • A different style (subject to availability).

  • If there are quality issues

• Exchange Conditions:

  • Exchanges depend on product availability.

  • You can exchange an item one time.

  • The new item must be of equal or greater value. If it’s of greater value, you’ll pay the difference.

  • Shipping fees may apply (see Section 5).

5. Return Shipping Costs

• Hong Kong (Domestic):

  • Free Returns: For full-priced items!

  • Sale Items: A HKD 50 return shipping fee applies.

  • Defective Items: Returns are always free.

  • We’ll provide you with a return shipping label.

• International Returns:

  • You are responsible for the cost of return shipping.

  • We strongly recommend using a trackable shipping service.

  • We also recommend purchasing shipping insurance.

  • Customs duties and taxes are non-refundable.

6. Item Condition

• Acceptable Condition: To be eligible for a return, items must be:

  • Unworn and unwashed.

  • With all original tags attached.

  • Showing no signs of wear or use.

  • Returned with all accessories that were included.

• Unacceptable Condition: We cannot accept returns for items that are:

  • Worn or damaged.

  • Missing their original tags.

  • Altered in any way.

  • Showing signs of use or washing.

7. Defective or Incorrect Items

• Quality Issues: We stand behind the quality of our products. This can include:
  *Manufacturing Defects
  *Missing Components
  *Size Discrepency
  *Color Variation

  • If You Receive a Defective or Incorrect Item:

    1. Please contact us immediately.

    2. Provide photos of the defect or incorrect item.

    3. Include a detailed description of the issue.

    4. We’ll inspect the item and determine the best solution.

    5. Resolution options may include a replacement, repair, or refund.

8. Processing Times

• Return Processing:

  • Inspection: 1-2 business days.

  • Refund Processing: 2-3 business days after inspection.

  • You’ll receive an email confirmation once your return is processed.

  • We’ll provide tracking updates if applicable.

• Exchange Processing:

  • Stock Check: 1 business day.

  • Processing: 1-2 business days.

  • Shipping: 2-3 business days (after processing).

  • We’ll keep you updated on the status of your exchange.

9. Exceptions and Special Cases

• Sale Items:

  • 14-day return window (instead of 30 days).

  • Exchanges only (no refunds).

  • Items must be in original, unworn condition.

• Gift Returns:

  • You’ll receive store credit.

  • You’ll need the gift receipt or order number.

  • The original purchaser may be notified of the return.

  • Gift wrapping fees are non-refundable.

10. Damaged During Shipping

• If Your Order Arrives Damaged:

  • Report the damage to us within 24 hours of delivery.

  • Take photos of the damaged packaging and item(s).

  • Keep all original packaging.

  • We’ll offer an immediate replacement (subject to availability).

• Claims Process:

  • Submit a damage report to us.

  • The carrier may investigate the claim.

  • We’ll work with you to resolve the issue quickly.

  • We’ll handle the shipping of the replacement item.

11. Holiday Returns

• Extended Return Period: We may offer extended return periods for purchases made during:

  • Christmas

  • Chinese New Year

  • Special promotions

  • Other gift-giving holidays

• Seasonal Items:

  • Special return windows may apply to seasonal items.

  • We’ll specify any special condition requirements.

  • We’ll provide information on processing timeframes.

  • We’ll outline exchange options.

12. Return Restrictions

• Multiple Returns:

  • We monitor return activity.

  • We review return patterns.

  • We may send notices about excessive returns.

  • We reserve the right to restrict or suspend accounts with excessive return activity.

• Prohibited Returns: We cannot accept returns of:

  • Used items.

  • Altered merchandise.

  • Items that have been laundered.

  • Items damaged due to customer misuse.

13. Contact Information

If you have any questions about returns or exchanges, please contact us:

Company: 深圳拇指客贸易有限公司 (Shenzhen Thumbgeek Trade Co., Ltd.)

Address: Room 615A, Floor 6, Building C2, Zhonghao Industrial City, Xiangjiaotang Community, Shenzhen, Guangdong 518129, China

深圳市龙岗区坂田街道象角塘社区中浩工业城C2栋六层615A

Email: [email protected]

14. Policy Changes

• This policy may be updated without prior notice.

• The current version of the policy is always available on our website.

• We’ll notify you by email of any significant changes.

• The “Effective Date” at the top of this policy indicates when it was last updated.