FAQ - Returns
Products purchased on the Kool Lagoon website can be returned to Kool Lagoon for a full refund within 14 days of receiving the product. In order to be eligible for return, products must be in an unused condition with their original packaging intact.
If you have purchased a Kool Lagoon bottle from one of our dealers, please contact them directly for their return policy.
If you received a product different from the one that you ordered, we apologize for the mix-up! Please contact us within 14 days and we will be sure that the Kool Lagoon bottle you ordered reaches you as soon as possible!
Please submit the Return Form within 14 days of receiving your order and we will walk you through the process for returning the items.
Step 1: Print and attach the Return Number provided by our Customer Service team with the product that you wish to return
Step 2: Ship the items back to Kool Lagoon’s dedicated address in Singapore using a trackable shipping service of your choice.
*Kool Lagoon is not responsible for any lost return packages. Hence, a tracking service is a must.
Step 3: Email us the tracking number.
Step 4: Your refund will be processed via your original payment method, product exchange or store credit. This will be processed within 14 days of receiving the returned items.
Yes, it is necessary for you to first submit a Return Form before you send the parcel back to us in order for us to process your return request accurately.
Kindly check your delivery status via the tracking number provided by your chosen courier. We will only be in touch once the returned items have been received and processed.
Once your order arrives back at Kool Lagoon, it may take up to 4 weeks for your refund or exchange to be processed and verified.
Refund value is based on the product(s) purchased only. Shipping fee will not be refunded or be available to be used as a store credit.
Note that the cost of the return parcel will be borne by you. We recommend shipping the parcel with the most cost-effective shipping method that is available, which includes tracking.