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Buyer Protection

How to buy

Please read this brief summary of your Buyer rights and obligations. Our Safe shopping notice, Refund policy and Payment policy describes in detail all your rights as a Buyer.

We aim to offer you a pleasant shopping experience. This is why we offer you our unique 60 days’ money back guarantee. Please read the details of our special guarantee below.


cancellation of a part of them, the processing of cancellation of each order separately will take place.


The buyer has the right to initiate a full cancellation or apply for a refund. If the buyer cancels the part of the order, the refund provided will be proportional to the value of the canceled purchase.The buyer has the right to initiate cancellation of the order (either partially or entirely), and a partial or full refund of the spent money will be provided. In case of placing several orders and in case of subsequent 

If you return Goods purchased under several different orders – the refunds will be processed separately for each order.

Due diligence

We do all we can to offer a good shopping experience. Please play your part as well.

Check the specification (size, color, material, etc.) of the goods you have chosen;

Check the delivery options and possible customs fees.

How do I get my money back?

Contact the Seller. All your orders are saved in your order history. Choose the one you wish to return and contact the Seller with your claims.

Please wait 3 days, the time limit within which the seller must get in touch with you, make his decision, and require you to deliver the goods back. Please allow a waiting period to realize the return delivery of your order. After that, another 3 days are allotted for issuing a refund. The exact funds' receipt date is determined by the terms and conditions of the concrete bank.

Report If the Seller does not provide a solution – raise an issue with CoolOrca Admin using your Order history, we will process your issue within 15 days.

When do I get my money back?

Instant return. If you cancel the order before the Goods have been shipped – you will get your money back immediately. If you cancel only a part of your order – the amount of the order will be reduced.

Regular return. You can request a return and refund for goods you have received under certain conditions. When returning the goods to the Seller – allow sufficient time for the return shipment. Afterwards the Seller has 7 working days to examine the returned goods and process the refund, which may take up to 3 working days. The actual day of the refund paid into the Buyer’s account may depend of the policy of the customer’s bank.

Do I have to pay tax on orders I buy at CoolOrca?

Possibly, yes. The answer to this question depends on the country of the goods’ receipt. Tax is a specific subject, depending on the country of goods’ receipt. Some countries establish simple rules for goods’ import (minimum restrictions and low or no taxes); in other countries this process is significantly more complicated. Before you start importing impressive amounts of goods into your country, you should familiarize yourself with the provisions of the current legislation in your country.

Carefully read the suggested set of notes and tips for basic information.

Check the delivery options and possible customs fees

Certain countries impose a specific tax on imported goods at certain volumes and rates. It is your sole responsibility to find out the tax situation in your state.

Regardless of the goods’ type you purchase on the CoolOrca Marketplace, we will be sure to ship your orders to you. We do not plan to track or verify your compliance. It is your personal responsibility to check if a particular item is allowed into your country.

Several countries require two types of taxes when importing different goods from foreign countries. The first is VAT or sales tax. The second is an import type duty. Traditionally, these taxes are not high. Their calculation is made on the basis of a particular product value, and sometimes the cost of delivery may be added. But it is worth remembering that some countries are not endowed with the ability to levy taxes on certain types of products, especially their small batches.

Packet Contents Affect Tax:

The type of goods you want to import affects the availability of the tax and its amount. A number of dangerous or forbidden items are strictly prohibited for import into most countries. In addition, your state may have other non-standard restrictions on some goods. Therefore, it is important to read the relevant information on this topic beforehand.

In accordance with customs regulations, please note that CoolOrca Sellers cannot list purchased items as a gift or indicate an amount lower than the actual product price.

How to return your order

You can return goods that are damaged or not fit for purpose.

If your order is damaged or not fit for purpose, contact your Seller within 3 days after receiving the order. Send them a message and Describe the problem with your goods.

Provide a clear photo or video showing the problem with your product. The images needs to be taken in good lighting, well focused, and must show the item, its labels and tags, packaging, and the defect that is the reason for the return.

Choose carefully. It is the buyer’s due diligence to choose the correct size for apparel, shoes, etc. If the Seller sent out a wrong size by mistake – the Seller must offer a free exchange. If the buyer chose a wrong size – they may request an exchange, but cover the shipping costs.

There are no returns on lingerie, swimwear, underwear, jewelery and some other goods for hygiene reasons.

Your order can be considered damaged or not fit for purpose if:

The packaging of the Goods has been obviously damaged and the Goods have been exposed to environmental influence;

Manufacturer’s packaging has been damaged or removed, thus causing reasonable doubt about the origin of the Goods;

The Goods are physically damaged and show clear signs of deterioration;

The Goods delivered are incomplete and obviously missing essential parts and therefore cannot be used;

The Goods are not suitable for intended use under normal conditions (this does not include the Goods that do not meet the Buyer’s expectations).

Return the goods to your Seller, and they will do all the checks within 7 days. The Seller then has 3 days to issue the refund.

If the Goods do not meet any of the requirements – CoolOrca Marketplace administration will contact the Buyer to discuss the details.

You can return some goods that do not meet your expectations if:

The Goods show no signs of being used;

Any software purchased with us has not been installed;

The Goods look new;

The manufacturer’s packaging has not been damaged, if applicable;

The Goods are fit for purpose and suitable for intended use;

The Goods are not past their expiry date, if applicable;

For Goods that come in a set - the Buyer returns the full set (if you buy a book of two volumes – you return both the volumes).

Please read the listing of the goods to see if the Goods are eligible for return if they do not meet the Buyer’s expectations. Some categories of goods cannot be returned under current regulation on hygiene, safety and customer health please visit here. Goods that are NOT eligible for return will be marked accordingly.

Contact your Seller within 3 days on receiving the goods and request the refund. The Seller can ask you to provide a confirmation that the item is in a suitable condition and its packaging is intact.

Exchange of goods not fit for purpose or not meeting the Buyer’s expectations CANNOT be guaranteed and is subject to availability.

Please read carefully the Refunds Policy for Buyers and Sellers of CoolOrca Online Marketplace. The policy determines the terms and conditions for all returns and refunds.


CoolOrca Online Marketplace is not responsible for the shipment arrangements between the Buyers and the Sellers. The Buyer chooses the shipment options and costs at their own discretion and it is the Buyer’s due diligence to read and understand the shipment conditions.

Sellers may offer Free Shipment for their Goods, depending on the country of dispatch and delivery. The listing will state clearly Free Shipment (may specify certain countries or areas).

Free Shipment option may include Free Return as well. In this case the item listing will clearly state Free Return. A Free Return order can be returned to the Seller within 7 days after the delivery date, if the Goods have not been used and have all the original packaging and tags, etc.

In all other cases, the shipment costs are to be clearly displayed on the listing, and are a part of the Buyer-Seller sale agreement. The listing must clearly state if the delivery or return shipment is free or paid.


The warranty conditions are determined by the buyer’s country of registration. Standard warranty on most white goods in the EU is 2 years. Please consult the Seller for detailed information on warranty conditions in your country.


All disputes should be settled amicably and the Seller will make every effort to provide a Buyer with an acceptable solution. It is Buyers’ due diligence to be aware of the returns and shipment policies of CoolOrca Online Marketplace and the Seller, of the warranty conditions and restrictions applied to the Goods in their country.

If a dispute cannot be settled amicably, either party may raise an issue with CoolOrca administration, and the dispute will be settled within 15 working days.

How to pay?

CoolOrca Online Marketplace accepts all major credit cards and PayPal payments.

We are proud to promise 100% safe payment transactions thanks to the most advanced encryption technology and full PCI compliance. We take your safety very seriously. All transactions are monitored 24/7 to prevent fraud, email phishing and identity theft. If we suspect authorized activity, our security team will identify the activity and help protect you from fraud.

There is no small print on CoolOrca Marketplace. The price you see is the price you pay, there are no hidden charges. 

You as a registered user have access to your individual User Account. Please keep your login and password safe and never share them with anyone. Our team do not set up or store your password. If you need to reset your password, you can contact us and follow the instructions.

We Accept Next Payment Methods:








American Express 

When adding a card, you will be asked for the card number, expiry date and security code. When paying by card you may be asked to confirm the card details. If your bank offers any security checks, such as security confirmation codes or digital signature – please follow your bank instructions.

When you use PayPal, after submitting an order, you will be redirected to PayPal to complete the transaction. Follow on-screen instructions.

You cannot split payment across multiple payment cards or PayPal accounts.

You can add or update your payment methods from your account.

To do so:

1. Log in;

2. Go to My payment methods;

3. Select one of the following;

4. Edit payment method;

5. Add new payment method;

6. Follow on-screen instructions.

If a payment option fails, you can retry up to 3 times during one day. Otherwise, please check your balance or contact CoolOrca here for more information.

We remind that our specialists will never call you personally by phone or send you an email in order to get your PIN code or other private card data. It is possible to receive messages from the CoolOrca administration only in exceptional cases to get scans or copies of your documents to confirm your identity (national ID card).

Your privacy

To improve the security and quality of your online shopping experience on the CoolOrca platform, we may collect, store and apply individual user personal data. This information may be collected automatically, particularly the search data of your web browser, operating system, mobile device, or PC. In addition, other private information is entered personally by users.

Please read our Privacy Policy for more information on what data we collect and how we process them. All your rights regarding the access and amendment of your personal information is described by our Privacy Notice.

Contacts us

If you have any questions regarding your rights as a Buyer, you can contact us.

If you think your rights as a Buyer are being neglected or violated, please raise a ticked with our customer service and describe your problem. We will contact you within 24 hours. Alternatively, please email to for any issues with processing your refund or contacting your Seller.

If you have concerns about our Privacy Policy or you believe your sensitive information has been compromised – please email to and we will attend you asap.

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