Return and Refund Policy

Effective Date: July 25, 2025

We appreciate your business and are committed to providing a positive shopping experience. If you encounter any issue with your purchase, please reach out to our customer support team at support@cookeay.com and include your order number (for example: 015SHOP-1218) along with the email address used at checkout so we can assist you promptly.

Order Policy

All purchases are considered final sale. Returns and exchanges are not accepted unless the item received has a confirmed manufacturing defect, arrives damaged, or the wrong product was shipped.

Defective, Damaged, or Incorrect Items

We take product quality seriously and aim to ensure every order arrives in proper condition. If you believe your item is faulty, damaged during transit, or not what you ordered, please contact us as soon as possible so we can review the issue and work toward a suitable resolution.

Customers are required to inspect their package upon delivery and notify us within 7 days after receiving the order.

To help us process your request efficiently, please provide the following when contacting support at support@cookeay.com:

  • Your order number (example: 015SHOP-1218)

  • The email address associated with the purchase

  • A brief explanation of the problem

  • Clear photos or video showing the defect, damage, or incorrect item received

After reviewing the submitted information, our support team will determine the most appropriate solution. Depending on the situation, approved resolutions may include a replacement item, partial reimbursement, or a full refund.

Refund Processing

If your request qualifies for a refund, whether partial or full, the approved amount will be returned to the original payment method used during checkout. Refunds generally appear within 7–12 business days, although actual processing times may vary depending on your bank or card issuer.

Replacement Policy

We do not provide standard product exchanges. Replacements are only offered for items verified as defective, damaged, or incorrectly shipped, and only after the claim review has been approved.

Returns Without Authorization

Please do not mail any products back without prior approval from our customer service team. A claim must be submitted and reviewed before any return instructions are provided.

Packages returned without authorization or without an approved claim may be refused, and we cannot guarantee refunds, replacements, or additional support for unauthorized returns.

Contact Information

If you have any questions regarding your order or this policy, our support team is here to help. The quickest way to receive assistance is by emailing support@cookeay.com with your order number (example: 015SHOP-1218) and the email address used for the order. We value your satisfaction and will make every reasonable effort to resolve your concerns fairly and efficiently.