Thank you for shopping at koolux.de. We strive to expedite the process and ensure that your package arrives as quickly as possible. Your patience is greatly appreciated. Thank you for your understanding.

Order Processing Time

• This is the period between the customer placing the order and handing over the order to the shipping service.
• Orders are generally shipped 3-5 business days after confirmation/payment. Orders placed on weekends may experience delays.
• Our warehouse operates Monday to Friday during regular business hours, except on holidays. In these cases, we take steps to minimize shipping delays.

Total Delivery Time = Processing Time + Shipping Time (depending on your location)

• Currently, we only deliver to the countries listed above. Due to courier restrictions, we currently do not offer shipping to islands like Sicily, Sardinia, and Corsica.
• The above logistics information applies to electric bikes and scooters. For bike/scooter accessories, we may ship from China due to stock shortages, and we will indicate this on the accessory page.

Tracking

• Once your order is shipped, you will receive an email with the tracking number. Please note that during promotions or holidays, tracking updates may take longer than usual.
• If you cannot see tracking information immediately after receiving the shipping confirmation, this is normal. Tracking information may take 48 to 72 hours to update.
• If you still cannot track the package, please contact us, and we will resolve the issue within 48 hours.

Late Deliveries If your order is delayed, please contact us via email at [email protected], and we will clarify the situation with the courier company in a timely manner. Thank you for your understanding and support.

Order Cancellations

• We can cancel your order if you contact us in a timely manner after your purchase. If your payment is completed and the package has not been shipped, you can cancel the order before shipment. We will then refund you the full amount.
• Orders cannot be canceled once the package has been shipped. Please note that not receiving a shipping confirmation email does not mean the package has not been shipped.

Address Changes and Cancellations: Applicable Fees At KOOLUX, we understand that circumstances may change after placing an order. However, certain changes after shipping may incur additional fees. The following fees apply:

• Address Change Fee: If an address change is successful during transit, a fee of €50 will be charged.
• Cancellation After Shipping: If an order is canceled after shipment, a fee of €150 will be charged.
• Non-Acceptance or Undeliverable Package: If the customer refuses to accept the package or the package is undeliverable, a fee of €150 will be charged.
• Delivery to Original Address: If the package is successfully delivered to the original address, a fee of €150 will be charged.

Damaged or Lost Items Please note that damage to the outer packaging does not necessarily mean the product itself is damaged. Due to the unpredictable nature of shipping processes, we cannot guarantee the condition of the outer packaging. We recommend customers immediately file a damage report with the shipping company if damage to the outer packaging is noticed. Our customer service is happy to assist with product-related issues. If your order is lost, damaged, or stolen during transit, please contact us within 7 days. We will help resolve the issue promptly.

Customs and Taxes In rare cases, orders may be subject to customs duties imposed by your government, which are not collected by us. You are responsible for these charges. We apologize for the inconvenience, but we have no control over customs authorities in your country. For more information about customs duties, taxes, and charges, please contact your local customs office.

Important Shipping Information and Policies

1. Customs Delays and Holidays: Shipping times may be affected by different customs processing times or holidays. If you have not received your package within the estimated time, please contact us for assistance.
2. Shipping Delays During Holidays: During public holidays, manufacturers and couriers may restrict their operations, leading to shipping delays. Unfortunately, these delays are outside of our control, but services will resume normally after the holidays.
3. Tracking Number Delays: After your order has been shipped, it may take several days for the tracking number to appear in the courier’s system. If no tracking information is available, please check again later.
4. Estimated Delivery Times: All estimated or typical delivery times are based on data from previous orders. These times are approximate and serve as a reference only.
5. Liability for Courier Damage Issues: We are not responsible for lost, stolen, or damaged items caused by actions or omissions of DHL, DPD, or other courier services.

Return Shipping Costs: Customers are responsible for return shipping costs. Shipping fees are non-refundable. We recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your return. For more information on our limited warranty and claims process, please refer to our warranty terms, which are incorporated into these terms.