Refund & Returns Policy

Pre-Order Guarantee

KOLDWR products are currently available as pre-orders. We stand behind our product with a straightforward refund policy:

Before Your Order Ships

You can cancel your pre-order at any time before it ships for a full refund. No questions asked. Simply email us at support@koldwr.com with your order number and we will process your refund within 5 business days.

After Delivery

If your KOLDWR kit arrives damaged or defective, contact us within 14 days of delivery. We will replace or refund your order at no additional cost. Please include photos of the issue so we can improve our quality control.

For hygiene reasons, we cannot accept returns of underwear that has been worn or washed. If the product is unused and in its original packaging, you may return it within 14 days for a full refund. Return shipping costs are the responsibility of the customer.

Gel Packs

If a gel pack arrives leaking or defective, we will send a replacement at no charge. Gel packs are not eligible for return once opened or used.

How to Request a Refund

Email support@koldwr.com with your order number, the reason for your request, and any relevant photos. We aim to respond within 24 hours.

Shipping

Pre-orders ship within 8–10 weeks of purchase. We ship worldwide via tracked shipping. Once your order ships, you will receive a confirmation email with tracking information. Delivery times vary by location and are estimated at 7–14 business days after dispatch.