Return & Refund Policy - Zero Cooldown

Overview

This Return & Refund Policy governs returns, refunds, and cancellations for products purchased from Zero Cooldown’s online boutique at https://zero-cooldown.com/boutique/. We aim to ensure customer satisfaction while complying with the Quebec Consumer Protection Act (CPA). This policy applies to both physical products (e.g., books, tabletop games, accessories) and digital products (e.g., e-books, digital documents). Please read this policy carefully before making a purchase.

Returns for Physical Products

You may return physical products within 30 days of delivery, provided the following conditions are met:

The product is unused, in its original condition, and includes all original packaging, tags, and accessories.
The return is initiated within 30 days of delivery, as evidenced by the shipping date.
You contact us at Zero-Cooldown@pm.me to request a return and obtain a return authorization before shipping the product.

We will not accept returns if:

The product is used, damaged, or missing parts for reasons not due to our error (e.g., defects or incorrect items caused by Zero Cooldown).
The return is requested more than 30 days after delivery.

To return a physical product, mail it to: Zero Cooldown, 6609 rue Saint-André, Montréal, QC H2S 2K7, Canada. You are responsible for return shipping costs, which are non-refunded unless the product is defective or non-conforming (see “Warranties” below). We recommend using a trackable shipping service or purchasing shipping insurance for items valued over $70 CAD, as we are not responsible for lost or undelivered returns.

Upon receiving and inspecting your return, we will notify you via email within 5 business days regarding approval or rejection. If approved, your refund will be processed within 15 days using the original payment method, excluding return shipping costs unless the return is due to our error.

Exchanges for Physical Products

We offer exchanges for physical products only if they are defective or damaged upon receipt, as required by CPA Sections 37–39. To request an exchange, email us at Zero-Cooldown@pm.me within 30 days of delivery with evidence of the defect or damage (e.g., photos). Send the item to: Zero Cooldown, 6609 rue Saint-André, Montréal, QC H2S 2K7, Canada. We will cover return shipping costs for defective or damaged items and ship the replacement at no additional cost. Exchanges are subject to product availability.

Refunds for Digital Products

Digital products (e.g., e-books, digital documents) are non-refunded once downloaded, except in cases of defects or non-conformity with the product description (e.g., inaccessible files, incorrect content), as required by CPA Sections 37–39. To request a refund for a defective digital product, contact us at Zero-Cooldown@pm.me within 30 days of purchase with evidence of the defect (e.g., error messages, screenshots). We will verify the claim within 5 business days and, if approved, issue a refund within 15 days using the original payment method.

To prevent refund abuse, digital products are delivered via secure, time-limited download links (e.g., expiring after 24 hours). By purchasing a digital product and initiating the download, you expressly consent to waive your 7-day cancellation right under CPA Section 54.9, as indicated by a mandatory checkbox at checkout. This waiver is clearly disclosed before purchase, ensuring compliance with CPA requirements.

Right of Withdrawal

Under the Quebec Consumer Protection Act (CPA Section 54.9), you may cancel a distance contract for physical products within 7 days of delivery, provided the product is unused and in its original condition. To exercise this right, notify us via an unambiguous statement (e.g., email or letter) before the 7-day period expires. You may use the following model withdrawal form, though it is not mandatory:

Model Withdrawal Form
Subject: Cancellation of Distance Purchase
Place and Date: [Insert Date]
Merchant: Zero Cooldown, 6609 rue Saint-André, Montréal, QC H2S 2K7, Canada

Dear Zero Cooldown,

I hereby cancel the following purchase:

Item(s): [Describe Product]
Website: https://zero-cooldown.com/boutique/
Purchase Date: [Insert Date]
Reason for Cancellation (optional): [Insert Reason]
Refund Requested: [Insert Amount, Including Taxes and Fees]

Per CPA Section 54.13, please refund all payments, including delivery costs, within 15 days of this notice. For physical products, please provide instructions for return shipping, which you must cover if the cancellation is due to your error.

Sincerely,
[Your Name]
[Your Contact Information]

Send the notice to:

Email: Zero-Cooldown@pm.me
Address: Zero Cooldown, 6609 rue Saint-André, Montréal, QC H2S 2K7, Canada

If you cancel a physical product order, return the product within 7 days of your notice, following our instructions. We will refund all payments, including delivery costs, within 15 days of receiving your notice or the returned product (whichever is later), using the original payment method, unless otherwise agreed. You are liable only for depreciation caused by handling beyond what is necessary to verify the product’s nature, characteristics, and functioning.

Digital Products Exemption: The 7-day cancellation right does not apply to digital products (e.g., e-books) if you consent to immediate download at checkout and acknowledge that this waives your cancellation right, per CPA Section 54.9. This consent is obtained via a mandatory checkbox at checkout, and we provide confirmation of your agreement as required by the CPA.

The cancellation right also does not apply to:

Goods made to your specifications or clearly personalized (e.g., custom-designed products).
Services fully performed before the end of the 7-day period with your prior express consent and acknowledgment of loss of the cancellation right.

Warranties

All products are covered by legal warranties under CPA Sections 37–39. Products must:

Be fit for their intended purpose for a reasonable period based on their price and nature.
Conform to the description provided at purchase.
Be free of hidden defects that render them unfit for use.

If a product (physical or digital) is defective or non-conforming, you may request repair, replacement, or a refund. Contact us at Zero-Cooldown@pm.me within 30 days of delivery or purchase with evidence of the issue. We will verify claims within 5 business days and provide the appropriate remedy. For physical products, we cover return shipping costs for defective items. Commercial warranties, if offered, are detailed in the product description and do not limit your legal warranty rights.

Contact

For return, refund, or cancellation requests, contact us at:

Email: Zero-Cooldown@pm.me
Address: Zero Cooldown, 6609 rue Saint-André, Montréal, QC H2S 2K7, Canada
Phone: [Insert Phone Number, if available]

We aim to respond within 5 business days. If your issue is unresolved, you may contact the Office de la protection du consommateur (OPC) at http://www.opc.gouv.qc.ca.