Shipping &
Returns

Cool Enterprises delivers to addresses across all regions of Malawi. We work with trusted local courier partners to ensure your order arrives safely and on time. All in-stock orders placed on business days are processed and dispatched within 1 business day of payment confirmation.

Delivery timeframes are estimates and begin from the date of dispatch, not the date of order placement. Timeframes may be affected by public holidays, adverse weather, or high-demand periods such as festive seasons.

Delivery fees are calculated automatically at checkout based on your delivery address. The exact fee will be displayed before you complete payment — there are no hidden charges.

Cash on Delivery

Cash on Delivery (COD) is available for orders delivered within Lilongwe only. COD orders are confirmed by phone before dispatch. If we are unable to reach you, the order will be held for 24 hours before being cancelled. For deliveries outside Lilongwe, full payment must be made online before dispatch.

Once your order is placed and payment is confirmed, here is what happens next:

Processing Times

• Orders placed on weekdays before 2:00 PM are typically dispatched the same day
• Orders placed after 2:00 PM on weekdays are dispatched the next business day
• Orders placed on weekends or public holidays are processed on the next business day
• Bank transfer orders are processed only after payment is confirmed — allow 1 business day for bank processing

You can track the status of your order at any time through your Cool Enterprises account. Log in and visit "My Orders" to see your current order status, estimated delivery date, and any updates from our courier.

• You will receive SMS and email updates at each key stage: confirmation, dispatch, and delivery
• For Lilongwe deliveries, our courier will call or WhatsApp you before arriving
• If you have not received your order within the estimated timeframe, please contact us with your order number
• For bank transfer orders, tracking begins after payment is verified and the order is marked as confirmed

Failed Delivery

If our courier attempts delivery and is unable to reach you, they will leave a notification (call or SMS) and attempt re-delivery the following business day. After two failed delivery attempts, the parcel may be returned to our warehouse and a re-delivery fee may apply.

Wrong or Damaged Item Received

If you receive an item that is different from what you ordered, or if the item arrives physically damaged, please contact us within 24 hours of delivery with the following:

• Your order number
• A clear description of the issue
• Photographs of the item and packaging

We will arrange a collection and replacement or full refund at no cost to you. Do not discard the original packaging until the matter is resolved.

Lost in Transit

In the rare event that a parcel appears to be lost in transit, please contact us after the maximum estimated delivery window has passed. We will investigate with our courier partner and either re-dispatch the order or issue a full refund once the investigation is complete (typically within 5–7 business days).

We want you to be completely satisfied with your purchase. If you are not happy for a valid reason, we accept returns within 14 calendar days of the delivery date, subject to the conditions below.

Eligible for Return

• Item is unused and in its original, undamaged condition
• All original packaging, accessories, manuals, and bundled items are included
• Return is initiated within 14 days of the delivery date
• Valid proof of purchase (order number) is provided
• The reason for return falls within our accepted categories (see below)

Accepted Return Reasons

Non-Returnable Items

• Software, digital licences, or product keys once activated or revealed
• Consumable items (printer cartridges, batteries) once the seal is broken
• Items that have been used, damaged, or modified by the customer
• Specially ordered, custom-configured, or personalised items
• Items returned after the 14-day window without prior approval

Please do not send items back without contacting us first. Unsolicited returns may not be accepted. Follow these steps to initiate a return:

Once a return is received and approved, we will process your refund promptly. Refunds are always issued to the original payment method used at the time of purchase.

Partial Refunds

In some circumstances a partial refund may be issued — for example, if an item is returned in a condition that does not fully meet our return criteria, or if only part of an order is returned. We will communicate clearly before processing any partial refund.

Delivery Charges

Original delivery charges are non-refundable unless the return is due to a fault on our part (wrong item sent or item arrived damaged). In those cases, we will refund the full order value including any delivery charge paid.

If you would prefer an exchange rather than a refund — for example, a different colour, size, or model — we are happy to arrange this subject to stock availability.

• Exchanges must be requested within the 14-day returns window
• The item being exchanged must meet the same conditions as a standard return (unused, original packaging, all accessories included)
• If the replacement item is of higher value, you will be required to pay the difference before dispatch
• If the replacement item is of lower value, we will refund the difference to your original payment method
• Delivery charges for the exchange item follow the same structure as a new order

To request an exchange, contact us using the same process as a return (see Section 7) and specify the item you would like instead. We will confirm availability and the next steps.

All products sold by Cool Enterprises are genuine and come with the manufacturer's warranty as stated on the product page. Warranty claims are separate from our 14-day returns policy and can be made at any time during the warranty period.

What Warranty Covers

• Manufacturing defects in materials and workmanship under normal use
• Hardware failures not caused by accidental damage, misuse, or unauthorised repair
• Dead-on-arrival (DOA) items — contact us within 48 hours of receipt

What Is Not Covered

• Physical damage caused by drops, impacts, or liquid spills
• Damage from power surges or incorrect voltage
• Normal wear and tear (battery capacity degradation, surface scratches)
• Damage caused by unauthorised repairs, modifications, or non-approved accessories
• Software issues not caused by a hardware defect

How to Make a Warranty Claim

Contact us via the warranty claim form, by email at sales@coolenterprises.com, or by visiting our store in person. Please bring or provide:

• Your order number or proof of purchase
• A clear description of the fault
• Photographs or video showing the issue
• The original packaging where possible

We will assess the claim within 2 business days and advise on whether the item will be repaired, replaced, or if a refund will be issued. For items requiring manufacturer assessment, the process may take longer and we will keep you informed throughout.