Returns & Refunds Policy

1. Overview

This policy applies to products purchased directly through shopcoppertheory.com. Purchases made through another retailer or marketplace are generally handled under that seller’s return process, without limiting any rights you may have against CopperTheory as manufacturer or brand owner under applicable law.

There are three main pathways:

• our voluntary 30-day product satisfaction guarantee for eligible products;
• returns of eligible unopened products where you simply change your mind; and
• remedies for damaged, defective, unsafe, materially misdescribed, incorrect or missing products.

Nothing in this policy removes a consumer right or remedy that cannot lawfully be excluded in your country, state or region.

2. Who we are

CopperTheory is operated under the registered Australian business name copper theory (styled as “CopperTheory”) by Mounir Khalil, an individual/sole trader, ABN 30 659 443 705, with main business location in Victoria 3082, Australia.

CopperTheory sells to customers worldwide, with the United States as its primary customer market. In this policy, “CopperTheory”, “we”, “us” and “our” refer to Mounir Khalil trading under the CopperTheory business name.

3. 30-day product satisfaction guarantee

Our 30-day guarantee is a voluntary product-satisfaction promise in addition to your legal rights. It applies to eligible CopperTheory cosmetic products purchased directly from shopcoppertheory.com.

You may open and reasonably try an eligible product. If you are not satisfied with that product, contact us within 30 calendar days after delivery. Once an eligible claim is approved, we will provide a refund of the amount actually paid for the eligible product, including any product-level tax refunded through the checkout platform. No restocking fee applies to an approved satisfaction-guarantee claim.

Original delivery charges, expedited-shipping fees, shipping protection, customs duties, import taxes and similar external charges are not part of the voluntary product refund unless:

• the entire order qualifies for a refund because of an error by CopperTheory, a covered fault or another legal entitlement;
• we expressly agree otherwise; or
• applicable law requires those amounts to be refunded.

4. Guarantee eligibility and reasonable conditions

To use the voluntary 30-day satisfaction guarantee:

• the request must relate to an eligible CopperTheory cosmetic product bought directly from shopcoppertheory.com;
• you must contact us within 30 calendar days after delivery;
• you must provide your order number, the email address used for the order and a brief explanation of the request;
• we may ask for clear photographs of the product, packaging, batch information or remaining contents where reasonably needed to verify the purchase or investigate quality;
• the product must have been used normally and for its intended cosmetic purpose; and
• you must not make a false, misleading, duplicate or abusive claim.

We may decline the voluntary guarantee where the product was purchased for resale, was obtained through an unauthorised seller, was intentionally damaged, was materially altered, was used contrary to clear safety directions, or where the same customer or household repeatedly seeks satisfaction refunds for the same product without a genuine basis.

We will not use these conditions to deny a remedy for a genuine product fault, safety issue, misdescription or other matter covered by mandatory consumer law.

Do I have to return an opened cosmetic?

Not always. Because opened cosmetics may not be suitable for resale, CopperTheory may resolve an approved satisfaction claim without requiring physical return. We may nevertheless ask you to retain the product while we assess the claim, return it using instructions we provide, or safely dispose of it after written confirmation. Do not send a product back without return instructions.

5. Unopened change-of-mind returns

In addition to the satisfaction guarantee, an unused and unopened product may be eligible for a change-of-mind return when:

• you contact us within 30 calendar days after delivery;
• the product remains sealed, unused, undamaged and in its original saleable packaging; and
• you follow the authorised return instructions.

For a voluntary change-of-mind return, the customer is normally responsible for return postage and any non-refundable customs or carrier charges. CopperTheory does not charge a restocking fee for an accepted unopened return. We recommend tracked shipping because you remain responsible for the return parcel until it reaches the authorised return location.

Opened products should be handled through the 30-day satisfaction-guarantee pathway rather than described as unopened change-of-mind returns.

Hygiene-sealed products

Some products are sealed for hygiene or health-protection reasons. Where local law permits, a statutory change-of-mind or withdrawal right may not apply after that seal has been opened. This does not remove the separate CopperTheory 30-day satisfaction guarantee or rights relating to a faulty, unsafe, damaged or misdescribed product.

6. Damaged, faulty, unsafe, incorrect or missing products

Contact us as soon as reasonably possible if an item:

• arrives damaged or leaking;
• appears defective, contaminated, unsafe or materially different from its description;
• is not the product or variant ordered;
• is missing from the parcel; or
• has another quality or supply problem.

Please include the order number, a description of the issue and clear photographs of the product, packaging, shipping label and batch or lot information where available. We may need this information to investigate with the fulfilment provider, carrier or manufacturer.

After assessment, the available remedy may include replacement, reshipment, refund, partial refund or another remedy required by applicable law. CopperTheory will bear reasonable return costs where the return is required because of our error or a covered product fault and the law or our approved resolution requires us to do so.

A request to notify us promptly helps us investigate but does not shorten any longer mandatory period provided by applicable consumer law.

7. Reactions, irritation or sensitivity

Cosmetic experiences vary and no cosmetic can be guaranteed to suit every person. Stop using a product if you experience significant irritation, swelling, pain or another concerning reaction. Seek appropriate medical advice for serious or persistent symptoms.

A reaction or sensitivity request made within 30 days after delivery may be considered under the satisfaction guarantee. We may ask how the product was used, whether a patch test was completed and for photographs or batch information where appropriate. This information helps us assess the request and monitor product quality; it is not a substitute for medical assessment.

Nothing in this section limits rights relating to an unsafe, defective, contaminated or misdescribed product.

8. Bundles, discounts, gifts and sale items

Discounted products and bundles

Refunds are calculated from the amount actually paid after discounts. Where Shopify or a bundle system allocates a discount across multiple products, a partial refund is based on the discounted amount allocated to the returned or approved item—not its undiscounted standalone price.

Products purchased in a bundle can qualify individually for the satisfaction guarantee. If you request a voluntary return of an entire unopened bundle, all included products must be returned unless we agree otherwise.

Free or promotional gifts

A genuinely free promotional item has no separate cash refund value. If an entire order or bundle is voluntarily returned, we may ask for an unopened promotional gift to be included. We will not deduct a gift value unless that condition and value were clearly disclosed before purchase or the law permits it.

Sale products

Sale and promotional products receive the same 30-day satisfaction guarantee unless a different condition was clearly disclosed before purchase. A sale label does not remove rights for faulty, unsafe, damaged, incorrect or misdescribed goods.

Gift cards

Gift cards are not redeemable for cash except where required by law. Refunds for an order paid by gift card are generally returned to a gift card or equivalent store balance, subject to applicable law and the payment method used.

9. Order changes and cancellations

Contact us immediately if you need to change or cancel an order. We will make reasonable efforts to help, but cannot guarantee a change once the order has been accepted, sent to fulfilment, packed or dispatched.

If we successfully cancel an order before dispatch, the cancelled amount will be refunded to the original payment method. If the order has already shipped, it may need to be handled as a return after delivery, subject to this policy and any mandatory rights.

For delivery delays, non-delivery, returned-to-sender parcels, refused delivery and customs issues, see our Shipping Policy. Refusing a parcel or failing to pay import charges does not automatically create an immediate full refund; we will assess the returned parcel, actual charges and applicable law before resolving the order.

10. How to start a return or refund request

1. Email info@shopcoppertheory.com or use the Contact Us page.
2. Provide your order number and the email address used at checkout.
3. Identify the product and explain whether the request concerns satisfaction, change of mind, damage, fault, an incorrect item, a missing item or delivery.
4. Attach clear photographs or other information reasonably requested for verification.
5. Wait for written instructions before sending anything back.

Do not mail a return to a street address, the address printed on the parcel, a fulfilment warehouse or a carrier depot without written authorisation. International orders may require a return location or resolution different from the original dispatch location.

11. Return shipping and parcel responsibility

Where a return is required:

• CopperTheory will provide the authorised return instructions and destination;
• customers normally pay return postage for a voluntary unopened change-of-mind return;
• CopperTheory will cover reasonable return costs caused by our error or a covered fault where required by law or confirmed in our resolution;
• the sender should retain tracking and proof of postage; and
• items should be packed safely to prevent avoidable damage in transit.

Unauthorised, cash-on-delivery or incorrectly addressed returns may be delayed, refused or returned to the sender where lawful. This does not affect a mandatory consumer remedy, but contacting us first allows the return to be handled correctly.

12. Inspection and refund processing

We may inspect returned goods and review order, tracking, photographs, batch information and customer communications before approving a remedy. The assessment must be reasonable and will not be used to remove rights that cannot lawfully be excluded.

Approved refunds are normally submitted to the original payment method within 5 business days after approval or, where a physical return is required, after the return is received and assessed. Banks, card issuers, PayPal, Shop Pay and other payment providers may require additional processing time before the credit appears.

We cannot usually send a refund to a different card, bank account or person. If the original payment method is unavailable, we will work with the payment provider and customer on a lawful alternative.

Replacements and exchanges

Where a replacement is an appropriate remedy, it remains subject to stock and delivery availability. CopperTheory does not operate an automatic size-or-variant exchange system for cosmetic products. Where a direct exchange is not practical, we may refund the approved item so the customer can place a new order.

Currency conversion differences, foreign transaction fees and exchange-rate movements are controlled by banks or payment providers and may affect the amount shown in the customer’s local currency. CopperTheory refunds the amount recorded in the order currency, subject to applicable law.

13. Worldwide consumer rights

This policy is designed for worldwide sales and does not make Australia the only consumer-law framework. Customers may have additional mandatory rights under the laws of their country, state or region.

United States

Return-policy and warranty requirements vary by state. CopperTheory will honour this written 30-day product satisfaction guarantee and any stronger non-waivable rights that apply to a US customer. Delivery or non-delivery issues are also handled under applicable federal and state law and our Shipping Policy.

European Union, European Economic Area and United Kingdom

Eligible distance-sale customers may have a statutory withdrawal period, commonly 14 days after delivery. Customers are generally responsible for the direct cost of a voluntary withdrawal return where properly disclosed. An exception may apply after sealed goods that are not suitable for return for health-protection or hygiene reasons have been unsealed. Statutory rights for defective or non-conforming products remain separate.

Australia and other regions

Australian customers retain rights under the Australian Consumer Law, including remedies for goods that fail applicable consumer guarantees. Customers in Canada, New Zealand, the United Kingdom, Europe and other regions retain any corresponding mandatory rights available under their local law.

15. Contact us

Related policies: Shipping Policy, Terms & Conditions and Privacy Policy.