Returns & exchanges

We want you to love the piece you receive. If it is not right for you, you can return it under the conditions below. ## Return window You have 30 days from delivery to request a return. After 30 days we are unfortunately unable to offer a refund or exchange. ## Conditions To be accepted, a returned piece must be: - unused and in the same condition as you received it - in its original packaging - accompanied by your order number or proof of purchase ## Pieces that cannot be returned - custom-made or made-to-measure pieces (bespoke dimensions, finishes or engraving), unless they arrive damaged or defective - pieces that have been installed, wired, altered or used Custom orders cannot be cancelled once production has started. ## How to return a piece 1. Email us at contact@kopperone.com with your order number and the reason for the return. 2. We confirm whether the return is accepted and send you the return address. Please do not send anything back before we confirm. 3. Pack the piece securely in its original packaging and ship it with a tracked service. Return shipping costs are paid by the customer and are not refundable. For pieces of higher value we recommend a tracked and insured service, as we cannot be responsible for returns lost in transit. ## Refunds Once your return arrives, we inspect it and email you to confirm whether the refund is approved. Approved refunds are made to your original payment method through PayPal. Your bank or card provider may take a few business days to show the credit. Partial refunds may be offered for pieces that are not in their original condition, are damaged or missing parts for reasons not due to us, or are returned after the 30-day window. ## Damaged or defective pieces If a piece arrives damaged or has a manufacturing defect, we replace it or refund it. Please contact us within 48 hours of delivery with photos, as described in our Shipping & delivery policy. ## Exchanges We exchange pieces that are damaged or defective for the same piece. For any other change, please return the piece and place a new order. ## Late or missing refunds If an approved refund has not appeared, please check your bank or card account again, then contact your card provider or bank, as posting can take some time. If you still have not received it, write to us at contact@kopperone.com.