Refund policy

Refund & Returns Policy

Last updated: 26 July 2026

HIGHCOOL supplies paint protection film (PPF), window film and colour-change vinyl wrap to installers, distributors and trade buyers. This policy sets out how returns, replacements and refunds work on wholesale orders placed at highcool.com.

1. Inspect your shipment on arrival

Please inspect every carton on delivery, before you sign the carrier's delivery receipt.

  • Visible transit damage or missing cartons: note it on the carrier's delivery receipt before signing, photograph the outer packaging, and email us the same day. Carriers routinely reject damage claims where the receipt was signed clean.
  • Shortage, wrong item, or a manufacturing defect: report it to contact@highcool.com within 7 calendar days of delivery, with photographs.

After 7 days the shipment is treated as accepted as to quantity, colour and visible condition.

2. Returns are by prior authorization only (RMA)

We do not publish a return address, and we cannot process unannounced returns. To return goods:

  1. Email contact@highcool.com within 14 calendar days of delivery.
  2. Include: your order number, the product name and SKU, the roll batch code printed on the roll core or carton label, the quantity concerned, and clear photographs or a short video of the issue.
  3. We will issue a Return Merchandise Authorization (RMA) number and, with it, the correct return address for your case. The return address depends on the product and on where the goods shipped from, which is why it is issued per RMA rather than published.
  4. Mark the RMA number clearly on the outside of every carton.

Goods returned without a valid RMA number will be refused and returned to sender at the sender's cost. An RMA is valid for 30 days from issue.

3. What we accept back

  • Full, unopened, uncut rolls in their original packaging and original condition.
  • Goods that are defective, materially different from their description, or shipped in error by us.

4. What we cannot accept back

  • Rolls that have been cut, part-used, unrolled and re-rolled, or otherwise opened — film cannot be restocked once the liner seal is broken.
  • Custom-cut lengths, custom-printed film, and any item made or cut to your specification.
  • Goods damaged after delivery by improper storage or handling. Film must be stored horizontally on its core, off the floor, away from direct sunlight, at roughly 10–30 °C and below 65 % relative humidity.
  • Goods damaged during installation, or failures caused by installation technique, surface preparation, incompatible chemicals, or a heat gun used above the film's rated temperature.
  • Clearance, discontinued and sample items, which are sold as-is.
  • Returns requested more than 14 days after delivery.

5. Return freight

  • If the fault is ours — defect, wrong item, shortage — we cover return freight, or we waive the return entirely and simply replace the goods.
  • In all other cases the buyer arranges and pays return freight, and bears the risk of loss in transit. Please use a trackable service.
  • Original outbound shipping charges are not refundable except where the fault is ours.

6. How we resolve an approved claim

Where a claim is approved we will offer, in this order of preference:

  1. Replacement on your next shipment — the fastest route, and the one most trade customers prefer, since it avoids a second round of freight and customs.
  2. Credit note against future orders, valid 12 months.
  3. Refund to the original payment method.

You may ask for a refund rather than a replacement or credit; we will not force a credit note on you.

7. Refund timing

Where goods are returned to us, we inspect on arrival and issue the refund within 10 business days of inspection. Where no physical return is required, we issue the refund within 10 business days of approving the claim. Your bank or card issuer may take a further 5–10 business days to post the funds. Refunds are made in the currency of the original payment; we are not responsible for exchange-rate movement between payment and refund.

8. Restocking

Approved returns of correctly supplied, non-defective goods may carry a restocking fee of up to 15 % of the invoice value, to cover inspection, repackaging and re-warehousing. We will tell you the exact figure when we issue the RMA, before you ship anything back. No restocking fee applies where the fault is ours.

9. Cancellations and order changes

  • Before dispatch: cancel or amend at no charge, provided the goods have not already been cut or custom-prepared.
  • After dispatch: treated as a return under this policy.

10. Manufacturing defects and warranty

Film defects that only become apparent in use — such as delamination, adhesive failure or premature colour change under normal conditions — are handled under the product warranty rather than this returns policy. Contact us with the roll batch code, the vehicle or substrate, installation date, photographs and a description of the conditions. Warranty cover is limited to replacement film of equivalent specification, or a refund of the price paid for the affected film. It does not extend to labour, downtime, loss of profit, or the cost of removing or re-installing film.

11. Colour, batch and dimensional tolerance

Slight variation in colour, gloss level and texture between production batches is normal for this class of product and is not a defect. For a single continuous job, order all film from one batch — we will match batches on request if you tell us at the time of ordering. Roll width and length are subject to the manufacturing tolerances stated on the product page.

12. Statutory rights

This store sells on a business-to-business basis. Where you nevertheless deal with us as a consumer, and the law of your country gives you rights that cannot be excluded by contract — such as the 14-day right of withdrawal for consumers in the EU and UK — this policy does not limit those rights, and they apply in addition to everything above.

13. Contact

Returns and claims: contact@highcool.com
WhatsApp: +86 133 6199 2295
We reply within one business day, Monday to Saturday, 09:00–18:00 China Standard Time (UTC+8).