Refund policy

Refund Policy

This site is operated by Cold Sense. Any mention of "Cold Sense" will also refer to Cold Sense Official.

Unless otherwise agreed between the customer and Cold Sense Official, returns are not accepted for products in contact with water.

Our refund policy lasts 14 days after proven shipment. If 14 days have elapsed since the purchase was received, we unfortunately cannot offer a refund or exchange. In case of late delivery, a 7-day period is guaranteed after receipt, which may exceed the 14-day period.

To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in the original packaging.

Cold Sense Official does not take back or exchange any item of a sensitive nature such as household appliances and/or intimate hygiene items that may come into contact with the respondent's body.

Only items with intact packaging are eligible for return. 

We cannot exchange or refund an offered product.

Refund of an unshipped order
It is possible to be refunded as long as the order has not been shipped, i.e. as long as the tracking number has not been assigned, or when returning an order after receipt and validation by technical support.
In this case, the buyer will have to contact Cold Sense Official and the latter will fully refund the order, except for post-purchase processing fees related to the security of your data and the availability of customer service (amounting to $9.90 for any order over 20.01$).

 No subjective motive can constitute a refund or return, except if contrary to the product sheet.

Items that may come in contact with water such as air conditioners or air coolers are not eligible for return.

Once shipped, the order can no longer be cancelled: only the postal services in charge of the delivery of the package are fully responsible for the transport of the product. Cold Sense Official can no longer interfere with the shipment and a refund in such a case would be liable for a vile price upon receipt of the package by the customer. However, the sale at vile price is null and void, the price must be serious (article 1591 of the civil code).

If the order is subject to the right of retraction by the buyer, clearly mentioned in digital writing to Cold Sense Official within the time limits set by law, the reimbursement will only take place after the return of the product at the expense of the buyer. The return is made to the address freely given to the customer by Cold Sense Official, in its original packaging and unopened, at the discretion of Cold Sense Official. In this case, Cold Sense Official will reimburse the full amount of the order, except for processing fees after purchase related to the security of your data, amounting to $9.90. Any return caused by the Customer resulting in external postal charges will not be borne by the Seller.

In case of a mailbox that is too narrow or a choice made by the independent deliverer, the package may have to be picked up at a relay point or local postal center. Once a delivery notice has been proved, the parcel is to be picked up immediately.

In the event of failure to collect within the time limit or proven successful delivery, the order may not be returned, unless the defective character is noted by the customer.

Indeed, if the package is returned to the sender Cold Sense Official, delivery being offered, a return of the package once received by Cold Sense Official cannot be offered again. In case of a non-defective return, the buyer will receive a credit to be used on the entire store for 1 year.

In the event of a problem with units, here is the procedure to follow for proof:

1. Please provide high quality photographic proof of all products you have received.

2. Please provide high quality photographic evidence if the outer packaging of your order has been damaged or unsealed during delivery. Alternatively, you can provide an official damage report from the post office.

3. The photos provided must clearly show the shipping label on the package, which includes the package weight and tracking number.

Once validated by the support, the return of a new device is possible in order to compensate for the unit processing error of the package.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept intimate or sanitary products, hazardous materials or flammable liquids or gases.

Additional items cannot be returned:
Gift Cards
Downloadable software products
Some health and personal care items

To complete your return, we need a receipt or proof of purchase with your name, address and order number.


Refunds (if applicable)
Once your return has been received and inspected, we will send you an email to inform you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within a certain period of time.

Returns will not be accepted after use of the product, unless there is a synallagmatic consensus to avoid fraud. Cold Sense Official is not responsible for the incorrect use of the product.

Late or missing refunds (if applicable)
If you have not yet received a refund, please check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially issued.
Then contact your bank. There is often some processing time before a refund is mailed.
If you have done all of this and still have not received your refund, please contact us at

Sales items (if applicable)
Only regular priced items can be refunded, unfortunately items on sale cannot be refunded.

Exchanges (if applicable)
We only replace/refund items if they are defective, and this must be clearly explained and proven by video sent as an attachment. If you need to exchange it for the same item, send an email to and the company will analyze the veracity of the alleged facts.

Any device whose main parts have been disassembled cannot be returned or refunded.

We are not responsible for any product damaged or not recovered by the customer, the burden of delivery falling on the deliveryman. Indeed our responsibility cannot be called into play, our obligation of result stops with the dispatch of the parcel. Do not hesitate to ask us if necessary to provide you with the invoice of your order so that you can justify a possible compensation.

If the item was marked as a gift when you purchased it and shipped it directly, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.

If the item was not marked as a gift at the time of purchase, or if the donor received the order to give it to you later, we will send a refund to the donor and they will inquire about your return.


To return your product, you must contact us at
You will be responsible for paying your own shipping costs to return your item. Shipping costs are not refundable. If you receive a refund, the return shipping cost will be deducted from your refund.

Depending on where you live, the time it takes for the exchanged product to reach you may var.