Refund policy
Returns & Refunds Policy
Last updated: October 2026
We make cold therapy packs for one of the most tender times in your life, so we want this to be simple. Here is how returns work at mamacool.
The short version
- Faulty, damaged, or wrong item? We replace or refund it, always, at our cost.
- Changed your mind? All sales are final. Our packs sit against your most sensitive skin, so we can't accept change-of-mind returns, opened or not.
- Pre-order? Cancel any time before it ships for a full refund, no reason needed.
- Ordered two by mistake? Tell us and we'll sort it out.
- Parcel refused or not collected? We'll reship it once you've paid the new postage, or refund the product price less shipping.
- Marked delivered but not received? Check around your property and with neighbours, then contact us within 7 days. We'll investigate with the carrier.
Nothing in this policy limits the rights you have under the consumer protection laws of your country, state, or province.
1. Faulty, damaged, or incorrect items
If your order arrives damaged, defective, or not what you ordered, contact us within 30 days of delivery (or as soon as you notice a fault) at hello@mamacool.com with your order number and a photo. We'll send a replacement or refund you in full, including any shipping you paid. We'll cover the cost of getting the item back to us if we need it returned.
If a product develops a fault later in its life, get in touch. Our packs are made from medical-grade platinum-cured silicone and should last well beyond your recovery; if one fails through normal use, we'll make it right.
2. Change of mind: all sales final
CherryCool, PeachCool, BellyCool, and BodyCool are personal-care products worn against the perineum, breasts, and abdomen. For hygiene and safety reasons we don't accept change-of-mind returns, whether the product is opened or unopened. Please read the product descriptions and sizing information carefully before ordering, and email us before you buy if you're unsure which pack is right for you.
If you're ordering ahead of a due date, you can cancel any order that hasn't shipped yet (see section 3).
This doesn't affect your rights if the product is faulty, damaged, or not what you ordered (see section 1).
3. Cancelling before shipment
You can cancel any order for a full refund at any time before it ships. Email us with your order number as soon as possible; once the warehouse has packed the order we can't stop it. Orders typically ship within 1 business day, so please contact us the same day where you can.
4. Accidental duplicate or incorrect orders
Mistakes happen, especially at 3am with a newborn. If you've accidentally ordered the same product twice, or picked the wrong variant, we'll help.
- Before your order ships: email us straight away with your order number and we'll cancel the extra item or fix the variant.
- After it ships: contact us within 14 days of delivery. Where the duplicate was clearly an ordering error (for example, two identical orders placed minutes apart, or two of the same pack in one order), you can return the extra item unopened, with the seal intact, for a refund of the product price. We'll provide a return authorisation and the correct address for your region. Return postage is at your cost unless the error was ours.
Items must be unused and in original sealed packaging. Opened items can't be accepted.
5. Pre-orders
From time to time we may offer products for pre-order. When we do, we'll show an estimated shipping window at checkout and confirm it in your order email.
- Cancel any time before shipment for a full refund. No reason needed.
- If our estimate changes, we'll email you the updated window with the option to cancel.
- If we haven't shipped within 30 days of the estimated window, we'll contact you and offer a full refund.
- If your pre-order arrives after the estimated window and the delay means it's no longer useful to you, contact us within 14 days of delivery. We'll accept it back unopened and cover the return postage.
6. Exchanges
We don't offer exchanges for change of mind. Faulty or incorrect items are replaced under section 1.
7. Refund timing
Refunds are issued to the original payment method within 5 business days of the return being received and checked (or of a cancellation being confirmed, for pre-orders). Your bank or card issuer may take a further 3–10 business days to show it on your statement.
Refunds are made in the currency you paid in. We can't control exchange-rate differences or foreign transaction fees applied by your bank.
8. Where to send returns
We ship from local warehouses in the United States, Canada, and New Zealand. When you contact us to start a return, we'll give you the correct address for your region. Returns sent to the wrong country can't be processed, so please wait for our instructions.
We recommend using a tracked service; we can't refund items that don't reach us.
9. Unclaimed, refused, or undeliverable parcels
Sometimes a parcel comes back to us. It was refused at the door, nobody collected it from the carrier in time, or the address given at checkout was incomplete or incorrect. If that happens, we'll email you when it arrives back at our warehouse.
You can then choose:
- Reship it. We'll send it again once you've paid the new postage.
- Refund it. We'll refund the product price, less the original shipping cost and any return-to-sender fee the carrier charges us.
If we don't hear from you within 30 days of the parcel arriving back, we'll refund it as above.
If the parcel came back because of our mistake, we'll reship it at our cost.
Please check your delivery address before you place your order.
10. Parcels marked as delivered but not received
If tracking shows your order as delivered but you can't find it, please check around your property, with neighbours, and with anyone else at the address, then contact us within 7 days of the delivery date. We'll share the carrier's proof of delivery and open an investigation with them.
If the carrier delivered to the wrong address, we'll reship your order at our cost. If the parcel was delivered to the address given at checkout, we're unable to replace or refund it, and we'd recommend reporting it to local police and your home insurer.
Nothing in this section limits your rights under the consumer protection laws of your country, state, or province.
11. Your consumer rights
- New Zealand: Our products come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. The Act doesn't require us to accept change-of-mind returns, but it does protect you if a product is faulty, not as described, or not fit for purpose.
- Canada: Nothing in this policy limits your rights under applicable provincial consumer protection legislation, including your right to cancel an order that is not delivered within 30 days of the promised date.
- United States: If we cannot ship within the time we've stated (or within 30 days if no time was stated), we'll notify you and offer a full refund, in line with the FTC Mail, Internet, or Telephone Order Merchandise Rule.
12. How to start a return or cancellation
Email hello@mamacool.com with:
- your order number;
- what you'd like to do (return, cancel, replace);
- a photo if the item is damaged or incorrect.
We reply within 1–2 business days.
mamacool products are sold in the United States by mamacool LLC, in Canada by Magnus Global Trading Inc., and in New Zealand by mamacool NZ Limited. This policy applies to purchases made through mamacool.com.