If it comes back warm

Two different problems, two different doors. Picking the right one saves a week.

It is the wrong bag

Wrong size, wrong colour, or it simply does not suit the trip you bought it for. That is a return, and it belongs to the shop that sold it. Start it from your order — their window, their return label, their refund. Send it back with the tags and the packaging if you still have them; a folded cooler travels flat and cheap.

It is a faulty bag

A seam that opens, a liner that leaks, a zip that parts under normal use. Tell us as well as the shop: the shop can replace it fastest, and we want to see the photographs, because a repeating fault is a manufacturing problem and we would rather find it in the first month than the first season.

Before you send anything back

Empty it and let the liner dry completely — a damp cooler in a box comes out smelling.
Photograph the fault in daylight, with the whole bag in one of the shots.
Keep the order reference to hand; the shop will ask for it first.
Fold the soft coolers flat. They ship as a slab, not a box.

Wear is not a fault. Abrasion from concrete, a liner scored by loose ice in a lunch bag, or a strap cut on a tailgate are all things we will tell you honestly about rather than quietly decline.