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Returns

Returns Policy

Last updated: 17 August 2026

Made-to-Order Products

All products sold through Cool Bear UK are made-to-order and manufactured to your individual specification. As bespoke goods made to the consumer’s specification, they are exempt from the standard 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 28(1)(b).

This means that once your order has been released for production, you cannot cancel or return the goods simply because you have changed your mind. Please ensure you have selected the correct specification for your vehicle before completing checkout.

Faulty Goods — Your Statutory Rights

The made-to-order exemption applies to the cancellation right only. Your rights under the Consumer Rights Act 2015 are fully preserved. If your goods are faulty, not as described, or not fit for purpose:

  • Within 30 days of delivery: you have the right to a full refund (short-term right to reject).
  • After 30 days: you are entitled to a repair or replacement. If a repair or replacement is not possible or unsuccessful, you are entitled to a partial or full refund.

How to Make a Faulty Goods Claim

If you believe your goods are faulty, please contact us at [email protected] with the following:

  1. Your order number
  2. A clear description of the fault
  3. Photographs and/or video evidence of the issue

We will review your claim and respond within 5 working days. If we agree the goods are faulty:

  • We will issue an RMA (Return Merchandise Authorisation) number
  • We will provide a pre-paid return label for faulty goods (you will not pay return postage for genuinely faulty items)
  • Once we receive and inspect the returned goods, we will arrange a refund, repair, or replacement as appropriate

Please do not return any goods without an RMA number. Returns sent without an RMA number may not be processed.

Warranty Claims

If your product develops a fault after the initial 30-day period that may be covered by the manufacturer’s warranty, please see our Warranty page for the claims process.

Proof of Purchase

All returns and claims require proof of purchase (order confirmation email or invoice).