Payment & Refund Policy

Payment & Refund Policy

This Payment & Refund Policy applies to all purchases made via coolmatebags.com.com, operated from Rue de la Fleur-de-Lys 26, 2074 Marin-Epagnier, Switzerland. By placing an order through our website, you agree to the following terms. For any questions, please contact us at info@coolmatebags.com.com or call +41 58 573 87 36.

Accepted Payment Methods

We accept secure payments by major credit and debit cards (Visa, Mastercard, American Express), PayPal, and Twint. All payments are encrypted and processed in accordance with the Swiss Federal Act on Data Protection (FADP). Before confirming your order, the total price including Swiss VAT and shipping costs will be clearly displayed.

We reserve the right to verify payment details to prevent fraud. Orders may be cancelled if payment cannot be confirmed or if fraudulent activity is suspected.

Order Confirmation

After successful payment, you will receive an email confirming your order details. Please check this confirmation carefully and contact us right away if you notice any errors. If you do not receive confirmation within 24 hours, please contact our customer support team.

Orders will be prepared and shipped only after payment has been fully confirmed.

Right of Withdrawal (14-Day Return Policy)

According to Swiss contract law (Obligationenrecht, CO), you have the right to withdraw from your purchase within 14 days of receiving your goods, without providing any reason. The 14-day withdrawal period starts on the day you, or a third party designated by you (other than the carrier), takes physical possession of the goods.

To exercise this right, please notify us by email at info@coolmatebags.com.com, clearly mentioning your order number and your decision to withdraw from the contract.

Return Conditions

Returned balcony and terrace furniture must be unused, clean, and in their original packaging with all parts, manuals, and accessories intact. We reserve the right to refuse returns if products show signs of use, damage, or incomplete components. If the goods are not defective or incorrectly delivered, you are responsible for return shipping costs. Returns must be sent to: Rue de la Fleur-de-Lys 26, 2074 Marin-Epagnier, Switzerland.

Refund Process

After receiving and inspecting the returned goods, we will process your refund within 14 days. Refunds will be made to the same payment method used for the original purchase unless otherwise agreed. The refund will include the cost of the returned items and standard delivery charges. If you selected express or premium shipping, those extra fees will not be refunded.

You will receive an email confirmation once your refund has been completed.

Non-Returnable Items

The following items cannot be returned except if defective or delivered incorrectly:

• Customized or made-to-order furniture
• Products clearly marked as “final sale” or “non-returnable” at purchase
• Items that have been assembled or installed

Defective or Incorrect Goods

If you receive goods that are defective, damaged, or different from your order, please contact us immediately at info@coolmatebags.com.com with your order number and, if possible, photos of the issue. We will arrange for a replacement, repair, or refund at no cost to you, in accordance with your statutory rights.

Customer Support

Our customer service team is here to help with any questions about payment, shipping, or returns. Please reach out to us by email at info@coolmatebags.com.com or by phone at +41 58 573 87 36. UrbanPatio Living is dedicated to helping you create a cozy, stylish outdoor oasis with comfort and confidence.