Returns Policy

How Returns Work

CoPetz is your point of contact for every order. If an item arrives damaged, incorrect, missing, not as described, or you need help with a delivery issue, submit a request from your order history and our support team will review it.

Where an item is supplied through an overseas marketplace or supplier, we handle the supplier claim or dispute in the background. Customers should not need to contact the supplier directly.

Request Options

Refund to the original payment method
Replacement item
Exchange or alternative item where available
Store credit
Return instructions when the item needs to be sent back

How to Request Help

Sign in and open My Account > Orders.
Choose Return / Help beside the order.
Select the reason and preferred outcome.
Add a clear explanation and photo/video links if the item is damaged, wrong, or not as described.
Wait for support to approve the next step before sending anything back.

Refund Timing

Approved card refunds are processed back to the original payment method through Stripe. Banks usually show refunds within 5-10 business days after processing. Some payments may appear as a reversal rather than a separate refund line.

Return Window

For damaged, incorrect, or not-as-described items, contact us as soon as possible; contacting us within 7 days helps us preserve delivery and supplier evidence but does not limit any non-excludable statutory rights. For voluntary change-of-mind returns, contact us within 14 days of delivery. Items must be unused, clean, and in original packaging unless the issue is a fault or damage claim.

Non-Returnable Items