Cancellation and return policy

Cancellation and return policy

1. Withdrawal period

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and EU Directive 2011/83, you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to state a reason.

2. Notification of withdrawal

To exercise your right of withdrawal, you must notify us in writing by email at hello@coldestbreeze.com with the following information:

  • Order number (in the format #CBxxxxx)
  • Full name and delivery address
  • Optional reason (we appreciate feedback)
  • Clear photos of the product in its original packaging, showing its as-new condition

A request without this information will be refused. We respond within 48 working hours with an RMA number (Return Merchandise Authorization). No return will be accepted without a visible RMA number on the parcel.

3. Strict return conditions

The product will only be accepted as a return if all the following conditions are met:

  • As-new condition: no signs of use, no dust, no water residue in the reservoir or on the gel packs.
  • Complete original packaging: box, protective foam, bags, plastic film, manual, all accessories (remote control, cable, filters, gel packs, user guide).
  • Original label intact: warranty seals must be present.
  • No contact with water: a reservoir that has been filled, even partially, results in complete refusal of the return.
  • Unopened gel packs: sealed bags must not be torn.
  • Return within 14 days of receipt of the RMA number. Returns after this period: refused.

4. Return and reshipping costs

All return costs are borne in full by the buyer, without exception:

  • Return shipping costs to our logistics centre (Netherlands)
  • Recommended transport insurance (at the buyer's expense)
  • Any customs charges for returns from outside the EU
  • Reshipping costs if the product must be returned to you following a refusal of acceptance

We do not prepay or refund any return shipping costs. The indicative cost of a return from the United Kingdom to the Netherlands is £25–£50 depending on the carrier and declared value.

5. Restocking and depreciation fees

In accordance with regulation 34 of the Consumer Contracts Regulations 2013, you are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. We reserve the right to apply:

  • Restocking fee of €15 for any damaged or incomplete packaging.
  • Depreciation fee of up to 50 % of the value in the event of use or signs of wear.
  • Total refusal of refund in the event of water contact, proven use, missing accessories, or damage to the product.

6. Return address (only after obtaining the RMA number)

MA Assistance / Coldest Breeze Returns
Weegschaalstraat 3
5632 CW Eindhoven
Netherlands

Returns sent without a visible RMA number on the parcel will be refused on arrival and returned to the sender at their expense.

7. Refund

After receipt and inspection of the product (standard period: 5 to 10 working days), we refund only the value of the product, minus any depreciation fees. The refund is issued via the same payment method used at the time of purchase. The original shipping costs and return shipping costs are never refunded.

8. Exceptions to the right of withdrawal

The right of withdrawal does not apply in the following cases (regulation 28 of the Consumer Contracts Regulations 2013):

  • Products made to the consumer's specifications or clearly personalised.
  • Products liable to deteriorate or expire rapidly (activated gel packs, used filters).
  • Sealed products which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

9. Defective product (statutory warranty)

In the event of a proven manufacturing defect within 2 years, the statutory warranty of conformity (Consumer Rights Act 2015 / EU Directive 2019/771) applies. Please contact us with:

  • Video demonstrating the defect
  • Order number
  • Detailed description

After validation by our technical service (time limit: up to 10 working days), we cover the return costs only in the event of a confirmed defect. If the inspection reveals improper use or damage caused by the buyer, all costs remain the responsibility of the buyer.

10. Order cancellation

An order that has already been dispatched can no longer be cancelled. You must wait for delivery and then follow the return procedure above, all costs at your expense.

Policy in force as of 1 August 2026. MA Assistance reserves the right to modify this policy at any time. The version online on the date of your order shall prevail.