Wm C.
No Response to Refund/Exchange Request
In September of 2025, I ordered a cap based on the company's sizing guidelines, but the size I received was too large. I immediately reached out—twice—to request a refund or an exchange for the correct size, but I have not received any response. I’ve always appreciated Coolibar’s commitment to quality and customer satisfaction, so I’m hopeful this was an oversight. Promptly resolving this issue would reinforce the trust your customers place in your brand. Please confirm how we can move forward with the exchange or refund. At this point, I am reluctant to exchange the product and prefer to return it for a full refund. I have lost confidence in Coolibar. When customer service FINALLY responded, they offered a return but not a full refund, leaving me with a $15 charge. They said: "Anytime you purchase something you have to pay a return fee." I am forced to now dispute the charge with my credit card company. BUYER BEWARE!