Refund policy
Still Cool Co. Returns & Exchange Policy
Hey Cool Mama!
We want you to absolutely love your Still Cool Co. pieces. To keep everything fair and transparent, please read the following conditions carefully before requesting a return or exchange.
EXCHANGES
• Size exchanges are available within 7 days of your order arriving (we know getting the right breastfeeding-friendly fit can be tricky).
• All returns must be initiated within 30 days of purchase, regardless of item availability or restocks.
• Items marked FINAL SALE are not eligible for exchanges, refunds, or store credit unless the item is faulty.
• Sale items not marked FINAL SALE may be eligible for a size exchange or store credit only.
• Items must be returned in new, unworn, unwashed condition, with:
. All tags attached
. No marks, makeup, deodorant, perfume, stains, or smells
. Original packaging included
• Exchanges are processed within 3–7 business days of receiving your return (if approved).
• We cannot hold sizes. To guarantee availability, we recommend repurchasing your preferred size before returning your item.
Return Shipping for Exchanges
• For size exchanges or change-of-mind returns, customers are responsible for return shipping costs.
• If an item is faulty or incorrect, return shipping will be covered by Still Cool Co.
• Customers are responsible for safely returning their item — we are not liable for lost parcels.
REFUNDS
Refunds are only available for full-priced items that arrive:
• Faulty
• Damaged
• Not as described
• Not fit for purpose
Conditions
• Faulty or damaged items must be reported within 7 days of delivery with photos.
• Final sale items cannot be refunded unless faulty.
• Items must be returned in original condition (unworn, unwashed, tags attached, no stains or smells).
Processing
• Refunds are processed within 10 business days of receiving and inspecting your return.
• Refunds are issued to the original payment method.
• Original shipping costs are non-refundable.
Return Shipping Fee for Refunds
A flat-rate return shipping fee applies to all approved refunds (unless the item is faulty):
• NZ: $8.50 NZD
• AU: $22 NZD
Tracked shipping is recommended.
AFTERPAY PURCHASES
• If your item arrives faulty, you are entitled to a refund regardless of payment method.
• We do not offer refunds for change of mind (including sizing issues).
• Afterpay fees are not reimbursed for non-faulty returns, as Afterpay operates as a separate provider.
• For Afterpay payment concerns, please contact Afterpay directly.
IMPERFECT SALE ITEMS & FINAL SALE ITEMS
Imperfect Sale and Final Sale items include samples, seconds, imperfect stock, and heavily discounted products.
Due to their reduced pricing and unique nature:
All Imperfect/Final Sale purchases are final.
This means:
• No refunds
• No exchanges
• No store credit
Please note:
• These items may contain minor imperfections or variations, which are not considered faults.
• By purchasing from the Imperfect Sale, you acknowledge and accept the item is sold as is.
• Our standard returns policy does not apply to these products.
We recommend carefully reviewing product descriptions, sizing information, and photos before purchasing.
FAULTY OR DAMAGED ITEMS
We’re so sorry if something arrives less than perfect — we’ll make it right as quickly as possible.
Please email hello@stillcoolco.nz within 7 days of delivery with:
• Your order number
• Clear photos of the fault
If the item is confirmed faulty, we will:
✔ Provide a free return shipping label
✔ Offer a refund, replacement, or store credit (based on your preference and stock availability)
Please note:
Faults caused by misuse, improper care, or normal wear and tear are not considered manufacturing faults.
HOW TO REQUEST A RETURN OR EXCHANGE
. Email info@stillcoolco.nz with your order number and reason for return (photos required for faults).
. Wait for approval from our team.
. Return the item in original condition with tags attached and no signs of wear.
. Once received and inspected, your exchange or refund will be processed.