SHIPPING, RETURNS AND REFUND POLICY

Website: https://cophiefashion.com/
Business Entity: COPHIE Household Business

1. Shipping Policy

1.1. Shipping Methods and Delivery Service Providers

COPHIE receives and processes orders placed through https://cophiefashion.com/ based on the information provided by customers.

Products are delivered to the shipping address provided by the customer using delivery methods appropriate to COPHIE’s service conditions.

The delivery service provider is selected based on the delivery area, type of goods, service availability, and transportation conditions at the time the order is processed. Information about the delivery service provider and available shipping options, where applicable, will be provided during order confirmation or delivery arrangements.

1.2. Estimated Delivery Time

Delivery time depends on the recipient’s address, order placement time, product availability, order processing time, and the operating schedules of the delivery service provider.

The estimated delivery time will be communicated to or confirmed with the customer during order processing when the necessary information is available.

Actual delivery may take longer than expected due to public holidays, adverse weather, transportation disruptions, difficult-to-access delivery addresses, or force majeure events.

COPHIE will coordinate with the delivery service provider to assist customers in checking delivery status when delays or other issues arise.

1.3. Delivery Coverage and Geographical Restrictions

Delivery coverage depends on the areas that COPHIE and its delivery service providers can actually serve when the customer places an order.

Certain areas may not be eligible for delivery or may be subject to specific delivery conditions due to geographical limitations, transportation infrastructure, or the service capacity of the delivery provider.

Customers are responsible for providing complete and accurate recipient information, telephone numbers, and delivery addresses. If an address falls outside the supported delivery area, COPHIE will notify the customer so that a suitable alternative can be considered, where available.

1.4. Order Information and Tracking

COPHIE receives, processes, and updates order status information within the scope of its responsibilities.

The delivery service provider is responsible for providing and updating delivery information and cooperating in the verification of shipment details within the scope of its services and applicable agreements. Such information may include transportation status, successful or unsuccessful delivery, and incidents arising during the delivery process.

Depending on the system and service used, customers may receive a tracking number, contact information for the delivery service provider, or another method of tracking their orders.

Customers who require assistance may contact COPHIE through the official contact channels published on the website to receive guidance on checking their order status.

1.5. Goods Inspection Upon Delivery

Customers are encouraged to inspect the external condition of the package and verify the order information upon receipt, to the extent permitted by the delivery service provider.

If the package appears torn, dented, damaged, incorrectly labeled, or otherwise abnormal, customers should notify the delivery personnel and COPHIE immediately. Customers are also encouraged to retain photographs, videos, or other relevant evidence where possible.

Inspection upon delivery is subject to the delivery conditions communicated to customers and the applicable rules of the delivery service provider. If opening the package before payment is not permitted, customers should not open it in violation of the stated delivery conditions.

If customers discover defective, damaged, incorrect, or missing goods after receipt, they may submit a request under the returns and refund policy in Section 2 below.

2. Returns and Refund Policy

2.1. Eligibility for Returns and Refunds

COPHIE receives and reviews return or refund requests in cases that comply with its published policies and applicable laws, including:

  • Products that are defective or damaged due to manufacturing issues or were damaged before delivery to the customer.
  • Products that do not match the confirmed order in terms of product type, design, size, color, or quantity.
  • Missing items compared with the confirmed order.
  • Validly canceled orders for which the customer has already made payment.
  • Other return or refund cases accepted by COPHIE or required by applicable law.

For return requests arising from a change of mind, incorrect size or color selection, or other personal reasons, acceptance depends on the return conditions published by COPHIE for the relevant product and order.

Returned goods should be properly preserved. Customers should include relevant products, accessories, promotional gifts, and order information where applicable. Requirements concerning tags, labels, packaging, or product condition will only apply to the extent that they have been properly disclosed and are consistent with applicable law.

COPHIE will not impose return conditions that unlawfully exclude customers’ legal rights regarding defective goods, goods that do not conform to the agreement, or other cases in which returns or refunds are required by law.

2.2. Time Limit for Return and Refund Requests

Customers are encouraged to submit return or refund requests as soon as possible after receiving the goods or discovering a problem with the order.

Any applicable time limit will be stated on the product page, in the order information, or in the sales policy applicable at the time of the transaction.

For defective, damaged, incorrect, or incomplete goods, and other cases falling within the seller’s responsibility, customer requests will be considered in accordance with the transaction terms and applicable laws.

To facilitate processing, customers should provide the order number, a description of the issue, and supporting photographs or videos where available.

2.3. Procedure for Receiving and Processing Requests

Returns and refunds are handled through the following steps:

Step 1: Submit a Request

Customers contact COPHIE through the official contact channels published on the website. The request should include the order number, contact information, reason for the return or refund, and relevant supporting evidence where available.

Step 2: Receipt and Verification

COPHIE receives the request, checks the order information, and contacts the customer to clarify the issue if necessary. COPHIE may request additional information or appropriate images to verify the condition of the goods.

Step 3: Notification of the Proposed Resolution

After reviewing the request, COPHIE will notify the customer of an appropriate solution. Depending on the circumstances, this may include exchanging the product, supplying missing items, accepting returned goods, issuing a refund, or providing another solution in accordance with the agreement and applicable requirements.

Step 4: Return, Exchange, or Refund Processing

Where a return is required, the customer cooperates by sending the goods back according to the confirmed instructions. COPHIE processes the exchange or refund once the relevant conditions have been met.

Step 5: Confirmation of the Outcome

COPHIE informs the customer of the outcome through an appropriate communication channel. Completion time depends on the type of request, the return shipment process, and the processing time of the bank or payment service provider, where applicable.

2.4. Return and Exchange Methods

Depending on the circumstances, COPHIE may apply one or more of the following solutions:

  • Exchange the product for the same item, subject to availability and the applicable exchange conditions.
  • Exchange the product for another item by mutual agreement, taking into account any price difference.
  • Accept the returned goods for inspection and further handling under the applicable policy.
  • Supply missing goods or implement another appropriate corrective measure.
  • Cancel the order or apply another solution when an exchange is not possible.

Customers should contact COPHIE and receive return instructions before sending goods back, unless otherwise provided by law. Returned goods should comply with the confirmed instructions concerning the return address, packaging, and order identification to prevent loss or unnecessary processing delays.

2.5. Refund Methods and Processing Time

Refunds will be issued through the original payment method or another method agreed upon by both parties, depending on the capabilities of the payment system and the actual circumstances.

Available refund methods may include:

  • Refund to the original payment method, where supported.
  • Bank transfer to an account confirmed by the customer.
  • Another refund method mutually agreed upon by the parties and consistent with applicable law.

For cash-on-delivery orders, if the customer has already paid cash to the delivery service provider, COPHIE will provide instructions for an appropriate refund method and may request the customer’s bank account details to process a bank transfer.

Refund processing time depends on the approval date, receipt of returned goods where applicable, and the procedures of the bank or payment service provider. COPHIE will notify customers when their requests are confirmed and if any significant delays arise.

Customers must provide accurate refund details and cooperate with verification when necessary. COPHIE will not ask customers to provide their passwords, PINs, or one-time passwords (OTPs) to process a refund.

2.6. Return Shipping Costs and Refund-Related Expenses

The allocation of return shipping costs and other related expenses depends on the reason for the return, the published return conditions, and applicable laws.

  • Cases attributable to COPHIE: If goods are defective, damaged before delivery, incorrect, or incomplete due to circumstances for which COPHIE is responsible, COPHIE will consider covering reasonable related return and exchange costs in accordance with the applicable policy and laws.
  • Cases involving a change of mind: If a return request is not caused by an error attributable to COPHIE and is accepted under the applicable return conditions, the customer may be responsible for return shipping costs or other related expenses that were disclosed in advance.
  • Order cancellation or refund: Any applicable costs will be assessed based on the order status, reason for cancellation, payment method, and applicable laws. Fees prohibited by law will not be charged.

Before proceeding with a return or refund that involves costs, COPHIE will clearly inform the customer of the expected expenses and the corresponding payment responsibilities.

3. Customer Responsibilities

Customers are responsible for:

  • Providing accurate order, recipient, and delivery address information.
  • Checking order details before confirming a purchase.
  • Cooperating with COPHIE and the delivery service provider during delivery.
  • Promptly reporting defective, damaged, incorrect, or missing goods.
  • Providing truthful information and supporting evidence when requesting a return or refund.
  • Properly preserving goods to be returned and following the confirmed instructions.

4. COPHIE’s Responsibilities

COPHIE is responsible for:

  • Publishing shipping, return, and refund information in accordance with applicable requirements.
  • Receiving and processing orders based on the confirmed information.
  • Coordinating with delivery service providers to investigate and resolve delivery issues within the scope of COPHIE’s responsibilities.
  • Receiving, reviewing, and responding to customer return or refund requests.
  • Providing exchanges, corrective measures, or refunds for eligible cases in accordance with its policies and applicable laws.
  • Protecting customers’ personal information during the receipt and processing of requests.

5. Contact Channels and Complaint Resolution

For questions or disputes concerning shipping, returns, or refunds, customers may contact COPHIE through the official contact channels published on https://cophiefashion.com/.

COPHIE will receive, verify, and work toward resolving such matters in good faith and transparently, while respecting the lawful rights and interests of all parties under applicable laws.

6. Effective Date and Policy Updates

This Policy takes effect on the date it is published on the COPHIE Fashion website.

COPHIE may update or amend this Policy to reflect changes in business operations or applicable laws. Updated content will be published on the website before taking effect, as required by relevant regulations.

For each order, the applicable shipping, return, and refund conditions will be determined based on the published information, the transaction agreement, and applicable laws.

Business Entity: COPHIE Household Business
Website: https://cophiefashion.com/