File a Claim

At CoolBrand, every purchase experience should meet the standard we set. If you have a claim related to the function, condition, or warranty of a piece purchased from us, this page explains how to begin the process.

Read this page in full before contacting us. We only respond to emails that include the required documentation.

What you need to know before starting

Each claim is evaluated individually. At the time of delivery, CoolBrand performs a visual and functional inspection of the piece, and the client's acceptance constitutes confirmation that it was received in the described condition. For this reason, any subsequent claim must be supported by documentation that verifies the pre-existence of the issue.

Our limited warranty covers only mechanical failures of the internal movement under normal conditions of use. It does not apply to cosmetic wear, scratches, impact damage, moisture, third-party intervention, post-sale modifications, or misuse. For pre-owned watches, the warranty period is three months; for new pieces, six months from the invoice date.

Required documents

For your case to be admitted, you must attach all of the following to your email:

  1. Original purchase invoice issued by CoolBrand
  2. Current photos or video clearly showing the reported issue
  3. Written description of the problem: what is happening, when it started, under what conditions, and whether the piece has been serviced or repaired by a third party since delivery
  4. Valid government-issued ID of the invoice holder

The absence of any of these documents results in automatic inadmissibility. We will notify you of what is missing so you can resubmit once complete.

How to send your email

Write to info@coolbrandcr.com using the following subject line format:

CLAIM | DD-MM-YYYY | Your Full Name | Piece description

Example: CLAIM | 27-07-2026 | María González | Rolex Submariner Ref. 124060

This format allows us to identify and organize your case immediately.

What happens next

Once your email is received, we will respond within 48 business hours confirming receipt and assigning a case number. The full evaluation takes up to 15 business days from formal admittance of the file. In some cases, we may request that the piece be brought in physically for inspection.

All communications are handled exclusively by email. We do not process claims via WhatsApp, Instagram, phone, or in-person visit without a prior case file.

A final note

This process exists not to make things difficult — it exists so that every evaluation is orderly, documented, and fair to both parties. If there is a genuine issue with your piece and it falls within our warranty coverage, the process will determine that, and we will respond accordingly.