Refund policy

Last updated: 23 September 2026 

This policy applies to consumer purchases delivered within the United Kingdom. Nothing in this policy removes or restricts statutory consumer rights.

3.1 Condition of goods
Please take reasonable care of returned goods. You may inspect them as you would in a shop. We may deduct for diminished value caused by handling beyond what is reasonably necessary to inspect them. Original packaging, accessories and documentation should be included where possible for safe transport.

3.2 Unboxing evidence
We strongly recommend recording a continuous unboxing video and taking photographs of the outer packaging, shipping label, internal packaging and product immediately after delivery. This helps us investigate damage, missing items and transit issues quickly. Important: An unboxing video or photograph is not a mandatory condition for exercising statutory rights. If you do not have one, contact us with a description and any evidence available.

3.3 Faulty, damaged, incorrect or misdescribed goods
Contact copprly@gmail.com as soon as possible with your order number, a description of the issue and photographs or video if available. We may investigate with our manufacturing, packing and shipping teams. Depending on the circumstances and applicable law, the appropriate remedy may be repair, replacement, price reduction or refund.

3.4 UK statutory rights
UK consumers may generally have a short-term right to reject faulty or non-conforming goods within 30 days of delivery, subject to applicable legal rules. Goods must also meet applicable requirements concerning satisfactory quality, fitness for purpose and description.

3.5 Replacement process
Where a replacement is agreed, we may ask you to return the original item using instructions supplied by us. For faulty, incorrect or damaged goods, Copprly will cover reasonable return costs where required by law or where the issue is confirmed to be our responsibility. For change-of-mind returns, the customer generally pays return postage unless otherwise agreed or required by law.

3.6 Bulk, bespoke and personalised orders
For bulk, bespoke or personalised orders, return arrangements may differ depending on the order and applicable law. Any non-standard terms will be disclosed before acceptance. For non-faulty bulk returns, reasonable return shipping or handling costs may be payable by the customer only where lawful and clearly disclosed. Faulty or misdescribed goods remain subject to statutory rights.

3.7 Refunds
For a valid cancellation, refunds are generally issued within 14 days of the relevant legal trigger, normally after goods are returned or evidence of return is provided, as applicable. Refunds are normally made to the original payment method. Standard outbound delivery charges are generally refundable for a valid cancellation; upgraded delivery charges need not be refunded beyond the standard option.

3.8 Exclusions
Some goods may be excluded from change-of-mind cancellation where legally permitted, including personalised goods made to specifications or goods that cannot be returned for health or hygiene reasons after unsealing. Any exclusion will be disclosed before purchase.

3.9 How to request a return
Email copprly@gmail.com with your order number, name, delivery address, description of the issue, photographs or video if available, and the remedy requested.