Thank you for shopping at koolux.de. We are trying our best to expedite the process and make sure your package arrives as soon as possible. Your patience is greatly appreciated. Thank you for your understanding.

Order processing time

• This is the time period between the customer placing the order and the order being handed over to the delivery service.
• Orders are typically shipped 2-4 business days after confirmation/payment. Orders placed on weekends will be shipped the next business day.
• Our warehouse only operates Monday through Friday during regular business hours, excluding holidays. In these cases, we take steps to minimize shipping delays.

Total delivery time = processing time + shipping time, depending on your location. It usually takes between 7 / 10 business days for the shipment to arrive at your address.

• We currently only ship to the countries listed above: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden. Due to courier service restrictions, we currently do not offer shipping to islands such as Sicily, Sardinia and Corsica.
• The above logistics information is for electric bicycles and electric scooters. For bicycle/scooter accessories, we may ship them from Hong Kong due to stock shortage, and we will display relevant notices on the accessories page.

Persecution

• After your order has been 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. The tracking information may need 48-72 hours to update.

• If you still cannot track your shipment, please contact us by email and we will solve the problem within 48 hours.

Exceeding the delivery time If your order is delayed, please contact us by email at [email protected] and we will clarify the situation with the transportation company in time. Thank you for your understanding and support.

Cancellations of orders

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

Address changes and cancellations: applicable fees At KOOLUX, we understand that circumstances may change after you place your order. However, certain post-shipment adjustments may incur additional charges. Below are the applicable charges:

• Address change fee: If an address change is successful during transit, a fee of €30 will be charged.
• Cancellation after dispatch: If an order is cancelled after dispatch, 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.
  
  Damaged or lost items Please note that damage to the outer packaging does not necessarily mean that the product itself is damaged. Due to the unpredictable nature of delivery processes, we cannot guarantee the condition of the outer packaging. We recommend that customers file a damage report with the transport company immediately if any damage to the outer packaging is found. Our customer service is happy to assist you with any product-related issues. If your order is lost, damaged or stolen during transit, please contact us within 7 days. We will help you resolve the matter promptly.

About Taxes In rare cases, orders may be charged customs fees by your government that are not collected on our side. You are responsible for the fees. We apologize for any inconvenience, but we have no control over the customs authorities in your country. For more information on customs fees, duties and taxes, please contact your local customs office.

Important Shipping Information and Policies

1. Customs delays and holidays: Shipping times may be affected by different customs clearing times or holidays. If you have not received your package within the estimated time period, please contact us for assistance.
2. Shipping delays on holidays: During public holidays, manufacturers and couriers may limit their activities, which may result in shipping delays. Unfortunately, these delays are beyond our control, but services will resume normally after the holidays.
3. Delays in tracking numbers: After your order has been shipped, it may take a few days for the tracking number to appear in the courier's system. If tracking information is not 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 are for reference only.

Return costs: Customers are responsible for returning items. 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 shipment. For more information about our limited warranty and claims process, please see our Warranty Terms, which are incorporated into these Terms.