Return & Refund Policy

Effective Date: April 8, 2026

At QaCoolerSupply, we are committed to providing professional-grade manufacturing. Since our products are custom-made to your unique brand specifications, please read our return and refund policy carefully to understand the procedures and limitations regarding custom orders.

1. Exclusivity of Custom Orders

Non-Returnable Status: All custom-printed can coolers are personalized products that cannot be restocked or resold. Consequently, we do not accept returns or offer refunds for reasons such as "change of mind," "event cancellation," or errors present in the client-approved virtual proof.

Pre-Production Cancellation: You may cancel your order for a full refund only before the digital proof has been approved. Once production begins, the order is considered final.

2. Manufacturing Defects & Claims

We take full responsibility for our craftsmanship. You may request a claim if the products delivered meet any of the following conditions:

  • Design Mismatch: The final print significantly deviates from the final approved digital proof.
  • Material Defects: Noticeable stains, holes, or damage to the neoprene/foam material.
  • Structural Failures: Major sewing defects or seam separations that impair the product’s function.
  • Incorrect Product: Receipt of a different size or material type than what was ordered.

3. Industry Standards & Tolerances

Please note that due to the nature of textile manufacturing and printing, the following are not considered defects:

  • Sizing Variance: A tolerance of ±0.5cm (approx. 0.2 inches) is standard due to the elasticity of neoprene.
  • Color Variation: A variance of up to 10% in color saturation and hue is expected due to the heat-sublimation process and screen calibration differences.
  • Minor Threads: Occasional small loose threads that do not affect the structural integrity of the cooler.

4. Step-by-Step Resolution Process

To ensure a smooth resolution, please adhere to the following claim procedure:

1. Notification: Email service@qacoolersupply.com within 7 calendar days of receiving your shipment.

2. Documentation: Provide your order number and 3-5 high-resolution photos or a short video showing the specific defect across multiple units.

3. Review: Our Quality Assurance (QA) team will evaluate the evidence within 2 business days.

4. Outcome: Upon verification, we will offer to re-manufacture the defective units at no cost, issue a pro-rata refund, or provide a credit voucher for your next purchase.

5. Shipping Damages & Shortages

If your order arrives with external damage, please take photos of the unopened box before signing. Any quantity shortages must be reported within 48 hours. We will work with our logistics partners (FedEx/UPS/DHL) to investigate and resolve transit-related issues.