Complaints Procedure

Cool Performance

At Cool Performance, we are committed to providing high-quality products and services. If something hasn’t met your expectations, we want to hear about it so we can resolve the issue as quickly and fairly as possible.

1. How to Make a Complaint

If you have a complaint regarding our products, services, or customer experience, please contact us with the following information:

Your name and contact details
Order number (if applicable)
A clear description of the issue
Any relevant photos or documentation

You can submit a complaint to:

Email: info@coolperformance.com

2. Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within 2 business days and begin reviewing the issue.

3. Investigation Process

We will investigate the matter carefully and may contact you if we require additional information. Our aim is to provide a response and proposed resolution within 5–10 business days.

4. Resolution

Where appropriate, we may offer one of the following resolutions:

Clarification or explanation
Repair or replacement of a product
Refund where applicable
Alternative solution agreed with the customer

5. Escalation

If you are not satisfied with the outcome of your complaint, you may request that the matter be reviewed by a senior member of our team.

6. Our Commitment

We treat all complaints seriously and use feedback to improve our products, services, and customer experience.

7. Continuous Improvement

All complaints are recorded internally and reviewed to help improve our products, services, and customer experience.

We value feedback from our customers and use it to maintain high standards across our business.