Frequently
Asked Questions

For all orders, we require payment upfront. We accept 100% bank transfer only. We do not accept credit cards, PayPal, cryptocurrency, or cash payments.

If your credit note has been approved for a refund, the process typically takes up to 7 days. As each case is unique, please reach out to your sales representative for the most accurate update.

We may request payment proof in the form of an MT103 or Swift copy in PDF format to trace the transaction through our banking system. Please rest assured that all your personal information is kept secure with us.

Warranty for used devices

Warranty coverage depends on the device grade you ordered:

• Graded AA+ devices come with a standard 30-day warranty starting from the date of receipt.
• CPO devices include a 1-year international warranty.
• ASIS and ASIS+ devices are sold without warranty. Please note that ASIS+ devices are brand new, non-activated units.

For full details, please review our warranty terms and conditions.

Warranty for Brand new devices

Brand new devices are covered directly by the manufacturer. For Apple products, for example, you may visit any Apple Store for warranty support. Coolmix does not provide an additional warranty on brand new items.

Warranty for parts and accessories

Warranty coverage for parts and accessories varies by product. Please check with your sales manager prior to placing your order to confirm whether a warranty applies.

We operate with full transparency. All invoices are issued with standard VAT as per applicable regulations we do not offer marginal VAT pricing. Our margins are kept intentionally low, typically between 1–2%, allowing you to maximize your own profitability.

Because we keep our margins low, you get competitive wholesale pricing that leaves room for you to earn more. We believe in fair, transparent pricing that supports your business growth.

No, we do not sell under marginal VAT schemes. All transactions are invoiced with standard VAT in compliance with European tax regulations.

Once your company information has been KYC approved by our compliance team, you're ready to place your order with your dedicated sales manager, the one you selected during sign-up. If you don't have an account yet, please sign up here.

Orders cannot be modified once placed. However, if you encounter any issues, our customer service team is happy to assist and will work with you to find the most suitable solution.

To initiate a return or exchange, please contact our service department at info@coolmix.eu. Our team will handle the entire process and provide the best possible solution for your specific situation.

Once an order has been placed and paid for, we are unable to cancel it. If you need to cancel for any reason, please contact our customer service team at info@coolmix.eu, and we will work with you to find a suitable resolution. In certain cases, we may offer a credit note that can be applied to a future order.

Email us at info@coolmix.eu with your order details and a brief description of the issue. We’ll get back to you within 2 business days.

We will review your case, investigate the issue, and work with you to reach a fair resolution whether that’s a replacement, repair, or credit note depending on the situation.

We recommend submitting complaints within 7 days of receiving your order to ensure we can assist you most effectively.

Coolmix operates across two departments. For used devices, delivery takes 3 to 4 days with door-to-door service. For brand new devices, delivery takes 2 to 3 days to your warehouse.

Shipping fees depending on order quantity and destination. Your dedicated sales manager will calculate the shipping cost in advance and provide an estimated delivery timeline.

The minimum order quantity (MOQ) is 50 units for brand new items and 100 units for used devices.

This depends on the order quantity and the agreement made with your sales manager. Generally, we offer FOB pricing, which excludes shipping costs.

As a European company, we handle customs clearance internally and ship your order without any unexpected charges. There are no duties, taxes, or additional fees your order comes with a zero-tax invoice.

After placing your order, we'll send you a tracking code so you can easily track your shipment through the website of the transporter (such as DHL, FedEx or UPS) once it leaves our warehouse.

RMA stands for Return Merchandise Authorization. It simply means you have authorization to return a product to Coolmix. We accept returns within 30 days of receipt, unless the item is brand new in that case, returns are handled directly by the manufacturer.

You can initiate an RMA through your account portal. Simply search by IMEI number or order reference to access the full details needed to submit your return request.

On average, returns are processed, repaired, or exchanged within 3 days. If you have any questions, please reach out to your Account Manager or email us at info@coolmix.eu. We're here to help!