Refund Policy

Last Updated: Aug 2, 2026

At lignita™, we want you to be satisfied with your purchase. This Refund Policy explains how returns, refunds, exchanges, cancellations, damaged items, and related issues are handled for orders placed through lignita.com.

1. Return Timeframe

Returns must be requested within 30 days from the date your product is delivered, unless a different return period is clearly stated on the product page or during checkout.

To start a return, please contact us at support@lignita.com before sending any item back.

2. Return Conditions

To be eligible for a return, the item must meet the following conditions:

• The item must be returned in its original packaging, if applicable.
• The item must be unused, clean, free from stains, and not damaged.
• The item must include any accessories, manuals, parts, or packaging originally included.
• Proof of purchase, such as an order number or confirmation email, may be required.

Items sent back without prior approval may not be accepted.

3. Refund Limits

• A maximum of two (2) items per order may be refunded to the original payment method.
• Unlimited store credit and exchanges may be offered at our discretion.
• If an exchange item costs more than the original item, you will be responsible for paying the difference.
• If an exchange item costs less, we may refund the balance or issue store credit.

Exchanges will be processed after the returned item has been received and inspected.

4. Return Shipping and Fees

• Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect due to our error.
• We do not provide prepaid return labels unless otherwise stated.
• A 15% restocking and processing fee may apply to eligible returns to cover inspection, processing, and repackaging costs.
• Original shipping fees, priority processing fees, shipping protection fees, and other service-related charges are non-refundable unless required by applicable law.

5. Non-Refundable Items

The following items and charges are generally non-refundable:

• Shipping charges
• Priority processing fees
• Shipping protection or insurance fees
• Extended warranties or protection plans
• Gift cards
• Final sale items
• Clearance or promotional items marked as non-returnable
• Personalized, custom-made, or special-order products
• Personal care, hygiene, beauty, or intimate-use items, where applicable
• Perishable goods such as food, flowers, or plants
• Hazardous materials, flammable liquids, or gases

If you are unsure whether your item is eligible for return, please contact us at support@lignita.com.

6. Return Process

1. Contact our support team at support@lignita.com within the eligible return period.
2. Provide your order number, email address, reason for return, and photos if the item is defective, damaged, or incorrect.
3. Wait for return approval and return instructions before sending the item back.
4. Ship the item using a trackable shipping method.
5. Send us the return tracking number after the package has been shipped.

Failure to provide tracking information may delay or prevent your refund or exchange from being processed.

6A. Return Address

Please do not send your return to the address below without first obtaining return authorization from our support team.

All returns must be approved in advance. Once your return request has been reviewed and approved, we will provide detailed return instructions, including whether your item should be shipped to the return facility listed below or another designated return location.

Return Address

COOL E-COMMERCE INC
775 WOOD HILL DR, MACEDON, NY 14502
United States

Returns sent without prior authorization may be refused, delayed, or become ineligible for a refund.

For return approval, please contact us at support@lignita.com before shipping any item.

7. Refund Processing

• Once your return is received and inspected, we will notify you whether the refund has been approved or rejected.
• If approved, the refund will be issued to your original payment method, store credit, or exchange, depending on your selected refund method and eligibility.
• Approved refunds are usually processed within 5–10 business days.
• Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

If we are unable to refund your original payment method, we may issue store credit for the eligible refund amount.

If you have not received your refund within 15 business days after approval, please contact us at support@lignita.com.

8. Order Cancellation

Once an order is placed, it may begin processing immediately. For this reason, we may not be able to cancel or modify an order after it has been submitted.

If your order has already shipped or entered processing, you may request a return after receiving the item, subject to this Refund Policy.

9. 30-Day Trial

lignita™ may offer a 30-Day Risk-Free Trial on select products. If a product is eligible for this trial, it will be clearly stated on the product page or during checkout.

How It Works

• The trial period begins on the delivery date.
• The trial applies only to eligible lignita™ products.
• The product must be returned in good condition to qualify for a refund or exchange.
• The trial applies only to the first purchase of an eligible product unless otherwise stated.

Exclusions

• Final sale items are not eligible.
• Items damaged through misuse, neglect, improper handling, or unauthorized modification are not eligible.
• Shipping fees and service-related charges are non-refundable unless required by applicable law.

10. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If you receive a defective, damaged, missing, or incorrect item, contact us at support@lignita.com as soon as possible.

Please include:

• Your order number
• A description of the issue
• Clear photos or videos of the item, packaging, and shipping label, if applicable

We will review the issue and help provide a suitable solution, such as replacement, refund, exchange, or store credit where applicable.

11. Exchanges

The fastest way to receive a different item is to return the original item first and place a new order after your return is approved.

If you would like to exchange an item, please contact us at support@lignita.com for instructions.

12. European Union 14-Day Cooling-Off Period

For eligible orders shipped to the European Union, customers may have the right to cancel or return an order within 14 days for any reason, subject to applicable law.

Returned items must be unused, in original packaging where applicable, and accompanied by proof of purchase.

13. Chargebacks and Disputes

If you have any issue with your order, please contact us first at support@lignita.com so we can help resolve the matter.

Filing a payment dispute or chargeback may delay the refund or return process while the payment provider reviews the case. Nothing in this policy limits any rights you may have under applicable consumer protection laws.

For any questions about returns, refunds, or exchanges, please contact us at support@lignita.com.