General Return Policy

At The Cold Life, we want you to be confident in your purchase. Return, refund, and exchange eligibility varies by product and is outlined below. Unless otherwise stated:

• All return requests must be initiated within the product-specific return window.
• Returned products must be in acceptable condition, as determined by The Cold Life.
• Approved refunds are subject to a 10% Refund Processing Fee, which helps offset the costs of payment processing, order fulfillment, customer support, and return administration.
• Original outbound shipping charges, if applicable, are non-refundable.
• Shipping protection purchased during checkout is non-refundable, as coverage begins immediately once an order is processed.
• Customers are responsible for applicable return shipping costs unless otherwise authorized by The Cold Life.
• Refunds will be issued to the original payment method after the returned product has been received, inspected, and approved in accordance with this policy.

Order Cancellations

Plunges & Chillers
Orders canceled within 14 days of purchase are subject to a cancellation fee equal to 5% of the total order value. Orders canceled more than 14 days after purchase are subject to a 50% cancellation fee.

Ultimate Prime & Ultimate Party Plunges

Returns may be requested within 30 days of delivery. Customers are responsible for return shipping costs. Return shipping charges vary based on destination and carrier rates. Approved refunds are subject to the General Return Policy.

Ultimate Prime

Returns may be requested within 30 days of delivery. Customers are responsible for all freight shipping costs associated with returning the product. Typical freight costs range from R4,999-R9,999 within the contiguous South Africa. If you are unsure whether you intend to keep your plunge, we strongly recommend retaining the original packaging, as replacement packaging can be expensive. Approved refunds are subject to the General Return Policy.

Exchanges

Exchange eligibility varies by product. Please contact Customer Support within the applicable return period to discuss available exchange options. Any approved exchange may be subject to applicable shipping charges and the General Return Policy.

Delivery Inspection (Ultimate Prime)

A signature is required upon delivery. Please inspect your shipment before signing whenever possible. If damage to the packaging or product is observed, note the damage with the carrier before accepting delivery and notify The Cold Life within 24 hours by emailing help@thecoldlife.com