Returns & refunds
We want you to be completely satisfied with your QOOL product. If your order doesn't meet your expectations or is defective, you can easily submit a return through our returns portal.
You have the right to cancel your order within 14 days of receipt without giving any reason. In this case, too, the return process will be handled via our returns portal. Learn more about the right of cancellation .
If your product arrives damaged or is defective, please report the defect directly via our returns portal so that we can quickly find a solution.
Note on complaints
Our Temperature Elements are 100% tested. If they don't freeze, it's often due to the temperature in the freezer compartment – we recommend a minimum of -18°C for Frozen Elements. Tests have shown that many household freezers are sometimes only set to -16°C or warmer, even if they appear colder.
Ideally, the elements should also have enough space to allow the cold air to circulate freely. If they're too close together, the pre-cooling time will be longer. It's best to place the elements in the bottom, coldest compartment of the freezer. This will ensure they freeze through!
If these points are met and you're still unsure, don't hesitate to contact our customer support . This way, we can help you quickly and avoid unnecessary effort and costs.
