Cancellation and Return Policy

Cancellation and return policy

1. Withdrawal period

Under European consumer law (Directive 2011/83/EU), you have 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to provide a reason.

2. Notice of withdrawal

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

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

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

3. Strict return conditions 

The product will only be accepted for return if all of the following conditions are met:

  • New condition: no signs of use, dust, or water residue in the tank or on the gel packs.
  • Complete original packaging: box, protective foam, pouches, plastic film, instructions, all accessories (remote control, cable, filters, gel packs, user manual).
  • Original label intact: warranty seals must be present.
  • No contact with water: a tank that has been filled, even partially, will result in the return being completely refused.
  • Unopened gel packs: sealed pouches must not be torn.
  • Return within 14 days after receiving the RMA number. Returns after this period will be refused.

4. Return and reshipping costs

All return costs are entirely the buyer's responsibility, without exception:

  • Return shipping costs to our logistics center (Netherlands)
  • Recommended shipping insurance (at the buyer's expense)
  • Any customs fees for returns from outside the EU
  • Reshipping costs if the product must be sent back to you after refusal of acceptance

We do not prepay or reimburse any return shipping costs. The indicative cost of a return from France to the Netherlands is €25–45, depending on the carrier and declared value.

5. Refurbishing and depreciation costs

In accordance with Article L221-23 of the French Consumer Code, you are liable for any depreciation of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and proper functioning of the product. We reserve the right to apply:

  • €15 refurbishment fee for any damaged or incomplete packaging.
  • Depreciation charges of up to 50% of the value in the event of use or signs of use.
  • Full refund refusal in the event of contact with water, confirmed use, missing accessories, or product damage.

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

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

Returns sent without an RMA number clearly visible on the package will be refused upon receipt and returned to the sender at their expense.

7. Refund

After receiving and inspecting the product (standard processing time: 5 to 10 business days), we will issue a refund only for the value of the product, less any applicable depreciation charges. The refund will be made using the same payment method used for the purchase. Initial 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 (Article L221-28 of the French Consumer Code):

  • Products made to the consumer’s specifications or clearly personalized.
  • Products likely to deteriorate or expire quickly (activated gel packs, used filters).
  • Sealed products that cannot be returned for hygiene reasons if unsealed after delivery.

9. Defective product (statutory warranty)

In the event of a proven manufacturing defect within 2 years, the statutory warranty of conformity applies. Contact us with:

  • Video demonstrating the defect
  • Order number
  • Detailed description

After validation by our technical department (processing time: up to 10 business days), we will cover return shipping costs only in the event of a confirmed defect. If the inspection reveals incorrect use or damage caused by the buyer, all costs remain the buyer’s responsibility.

10. Order cancellation

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

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