Last updated: 16 April 2026.
If you're not satisfied with Cold Case Club for any reason, email us within 30 days of receiving your first evidence packet and we refund every dollar you paid. No forms. No questions. We'd rather have you gone than unhappy.
Send an email to hello@coldcaseclub.store with your order number (found in your confirmation email) and the phrase "Refund request" in the subject line. We aim to process refunds within 3 business days. Refunds return to the original payment method via Stripe and typically land in your account within 5–10 business days depending on your bank.
Cancel at any time. Cancellation takes effect at the end of your current billing period; you keep access to packets already paid for. We do not prorate partial months. If the most recent packet failed to arrive, we will replace it or refund that packet (whichever you prefer).
You may request a refund at any point during the 6-month case. We calculate the refund pro-rata: you receive the full value of any packets we have not yet shipped. Packets already dispatched are treated as delivered goods (see Consumer Guarantees below).
Gift purchases can be refunded in full within 30 days if the gift code has not yet been redeemed. Once redeemed, the normal subscription refund rules apply to the redeeming recipient.
If a packet is lost, damaged, or arrives with missing contents, contact us within 30 days of the expected delivery date and we will replace it free of charge. International shipments occasionally encounter customs delays — give it 21 business days before raising a lost-packet claim.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). Our goods come with guarantees that cannot be excluded. You are entitled to a refund or replacement for a major failure. For minor failures you are entitled to have the goods repaired or replaced, and we may choose to refund instead. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.
ACCC consumer guarantees information: accc.gov.au/consumers/consumer-rights-guarantees.
If you live in the EU or UK, you have the right under the Consumer Contracts Regulations 2013 (UK) / Consumer Rights Directive 2011/83/EU to cancel your subscription within 14 days of delivery of your first packet without giving a reason. Notify us by email, return any already-received packets in reasonable condition, and we'll refund the full purchase price including standard shipping. You are responsible for the cost of returning goods.
California Business and Professions Code §17600 et seq., and equivalent statutes in New York, Oregon, and other states, require clear cancellation processes for auto-renewing subscriptions. You may cancel your monthly subscription at any time by replying to any order email or emailing hello@coldcaseclub.store. We process cancellations within one business day.
If you disagree with our handling of a refund, you may: (Australia) contact your State or Territory consumer protection office or the ACCC; (UK) contact Citizens Advice or your local Trading Standards; (EU) use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr; (US) contact your state attorney general's consumer protection division.
Questions or refund requests: hello@coldcaseclub.store.