Returns & Refunds Policy
Please read our Returns & Refunds Policy before placing an order. This page explains change-of-mind returns, unopened products, damaged or incorrect items, refund processing and customer support for CopperTheory skincare, hair care and scalp care orders.
1. Overview
CopperTheory wants every customer to have a clear and simple experience when shopping with us. This Returns & Refunds Policy explains how we handle return requests, change-of-mind returns, damaged items, faulty products, incorrect orders, refund processing and customer support enquiries.
2. Return Authorisation
Returns must be authorised by CopperTheory before items are sent back. Please contact our support team with your order number, email address used at checkout and reason for return before posting any products.
3. Change-of-Mind Returns
For change-of-mind returns, products must be unopened, unused, undamaged and in their original packaging. Opened skincare, hair care or scalp care products may not be accepted for hygiene and safety reasons unless required by law.
4. Return Timeframe
Change-of-mind return requests must be made within 14 days of delivery. Items sent back outside the eligible return period may not be accepted unless required by applicable consumer law.
5. Return Shipping Costs
Return shipping costs for change-of-mind returns are the customer’s responsibility. CopperTheory does not currently provide prepaid return shipping labels for change-of-mind returns.
6. Product Condition
To be eligible for a change-of-mind return, products must be:
- Unopened and unused.
- In original packaging.
- Undamaged and not tampered with.
- Returned with any included seals, boxes, inserts or accessories where applicable.
7. Non-Returnable Items
Opened, used, damaged, unsealed or tampered skincare, hair care and scalp care products may not be eligible for change-of-mind returns for hygiene and safety reasons, unless you are entitled to a remedy under applicable consumer law.
8. Damaged, Faulty or Incorrect Items
If your CopperTheory order arrives damaged, faulty or incorrect, please contact us as soon as possible with your order number, photos of the item, photos of the packaging and a clear description of the issue so we can review it.
9. Assessment of Returns
Returned products may be inspected before a refund, replacement or other remedy is approved. We may ask for photos, videos, packaging details, batch details or other information to help assess the issue.
10. Refund Processing
Approved refunds are issued back to the original payment method used at checkout. Processing times may vary depending on your bank, card provider, payment platform or buy-now-pay-later provider.
11. Shipping Fees
Original shipping fees may not be refunded for change-of-mind returns unless required by law or agreed by CopperTheory. Additional shipping fees may apply if an order needs to be resent due to incorrect address details, refusal of delivery or non-collection.
12. Exchanges
We do not guarantee direct exchanges for all items. Where appropriate, we may recommend placing a new order once the original return has been received and processed.
13. Order Cancellations
If you need to cancel an order, please contact us as soon as possible. We may not be able to cancel an order once it has been processed, packed, dispatched or sent to our fulfilment partner.
14. Bundles & Routine Sets
If a bundle, routine set or promotional offer is returned for change of mind, all included products may need to be returned together, unopened and unused, to be eligible for a refund. Partial returns may affect the refund amount.
15. Return Address
Approved returns must be sent to the return address provided by CopperTheory support after your return request has been reviewed. Please do not send products back before contacting us, as unauthorised returns may not be accepted or may delay processing.
16. Delivery Issues
If your parcel is delayed, marked as delivered but not received, returned to sender, or appears to have a tracking issue, please contact CopperTheory support with your order number and tracking number. We will review the shipment information and assist where possible.
17. Chargebacks & Payment Disputes
If there is an issue with your order, delivery or return, please contact CopperTheory support before opening a payment dispute so we can try to resolve the issue quickly. Where a chargeback or payment dispute is opened, CopperTheory may provide order records, tracking information, delivery evidence, communication history and return policy details to the payment provider.
18. Allergy, Sensitivity & Product Suitability
Please review product directions and ingredient information before use. We recommend patch testing skincare, hair care and scalp care products before full application. If irritation occurs, stop use. If you have allergies, sensitive skin, scalp concerns or product suitability questions, seek professional advice before use.
19. Sale Items, Discount Codes & Promotions
Items purchased with a discount code, bundle offer, sale price or promotional offer may still be assessed under this policy. Promotional purchases are not excluded from rights that apply under consumer law. For change-of-mind returns, the refunded amount may reflect the actual price paid after discounts.
Helpful CopperTheory Links
Need help with a return?
Contact CopperTheory support with your order number, email address used at checkout, tracking number where relevant and photos if your enquiry relates to a damaged, faulty or incorrect item.
Email: info@shopcoppertheory.com
