Terms & Conditions of Sales

Can I track my order?

Once an order is dispatched, an email confirmation will be sent. The email will contain the Tracking Number and a link that will take you to the website where you can follow the progress of the delivery.

The tracking information won’t update until the shipping status becomes available from Australia Post. This normally takes 24 hours from the receipt ‘Your order is on its way’ confirmation email

Can I cancel or make changes to my order?

Once you have placed your order, your items will be on their way to dispatch. This means cancellations are not possible. 

Types of delivery:

You can choose from:

. Express delivery with Australia Post

. Standard Delivery with Australia Post

How do I track my order?

Shipped orders - Australia

Once an order is dispatched, an email confirmation will be sent. The email will contain the Tracking Number and a link that will take you to the website where you can follow the progress of the delivery.

The tracking information won’t update until the shipping status becomes available from Australia Post. This normally takes 24 hours from the receipt ‘Your order is on its way’ confirmation email.

Do I have to sign for my delivery?

Yes, we need a signature to successfully complete delivery of goods. However, you can select a safe spot for Australia Post to leave your parcel at your own risk.

If no one’s home or there is limited access to the address, Australia Post will leave a card letting you know where and when you can collect your order.

You may receive a SMS from Australia Post with more delivery options. If you select one of these options, Cool Performance will not be able to track your parcel. Find out more information on the Australia Post website.

Do you deliver to New Zealand & New Caledonia?

Yes, we will deliver to New Zealand and to New Caledonia. Please contact our office for organising the shipment.

The buyer must inspect the goods delivered immediately after delivery for any deviations with has been agreed. Any complaints relating to the Products delivered have to be filed ultimately within 48 hours after delivery to Cool Performance Pty Ltd by email (info@cool-performance.com.au)  or by phone to 0422 418 104. 

Can I return a product bought online?

You can return a product for a refund or an exchange if it meets our Returns Conditions (see below). 

There are some exemptions to note:

. Evaporative products (Inuteq-H2O, DRY, QCK & PVA) that are activated or filled with water, for sanitary reasons cannot be returned.

. Changed, damaged or dirty products cannot be taken back.

. It is allowed to activate our PCM products once and try them in our vests.

. We cannot process shipments that are not returned according to our policy. 

How long do I have to return a product?

Products must be returned within 30 days. You must include the Tax Invoice. Please contact our office (info@cool-performance.com.au) to start organising the return, we will forward you a return form to include with the item.

What can I return or exchange and when?

Products must be returned within 30 days. You must have the Tax Invoice.

The Product must be in saleable condition, be unworn and unused with original tags attached and in its sealed packaging and must not be subject to the exclusions list.

. Evaporative products (Inuteq-H2O, DRY, QCK & PVA) that are activated or filled with water, for sanitary reasons cannot be returned.

. Changed, damaged or dirty products cannot be taken back.

. It is allowed to activate our PCM products once and try them in our vests.

. We cannot process shipments that are not returned according to our policy. 

Please note that all return products are reviewed upon processing to ensure they meet the return conditions listed above. Products that do not match the return conditions will be returned to the buyer.

Unless otherwise stated, shipping costs are not refunded.

What proof of purchase do I need?

Your tax invoice will be required. It is emailed once your order has been shipped.

Exclusions list:

Some items are excluded from the Returns list:

. Evaporative products (Inuteq-H2O, DRY, QCK & PVA) that are activated or filled with water, for sanitary reasons cannot be returned.

. custom made, monogrammed, personalised and altered products

. Gift cards or vouchers

. Some items like intimate apparel, will be subject to stricter guidelines due to hygiene standards. That is, these items will need to be unopened and unused.

Exchange: how do I exchange a product?

Online exchange: 

If it’s still in stock, you can exchange your item for one of a different size or colour by sending it back and requesting an exchange. 

There will, however be extra shipping and handling fees. It the product being exchanged for is of higher value, you will also be charged for the extra. 

If you are exchanging for a different item, your exchange will be processed as a ‘RETURN’ and you’ll be charged or refunded the difference.

Returning a faulty item

If you identify a faulty product:

1. within the 30 days, you can return the item to us using the return/exchange policy (see above)

2. outside the 30 days, please contact our office (by phone on 0422 418 104 or email info@cool-performance.com.au) as you might be entitled to a refund or exchange.

Where possible, please notify us within 30 days. Faulty items do not have to be returned in their original packaging, but must be packaged appropriately to avoid damage during the return shipping process.

Customer Negligence/Misuse/tampering

Cool Performance Pty Ltd is not required to accept any returned item that, as a result of customer negligence, misuse or tampering is, damaged, missing parts or in unsellable condition.

By phone, call (+61) 0422 418 104.

By Email. info@cool-performance.com.au

Hours of operations (AEST): Mon-Fri  9am to 6pm.

Before ordering, please check our size charts. If unsure or need our advice, please contact us either by phone on 0422418104 or by email: info@cool-performance.com.au.

Please check our how to choose chart where you can see temperatures and humidity conditions as well as average cooling periods of our products. If unsure, please contact our office, we will be happy to help out.

Before you activate your product, please check the size. Note that Evaporative products (Inuteq-H2O, DRY, PVA and QCK) cannot be returned if they have been activated with water for sanitary reason. Make sure you return your product within 30 days. Read our Terms & Conditions below.