Refund policy

Title

Last updated: December 2025

1. General

2. Damages and Issues

3. Exchanges

4. Refunds

1. general

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for manufacturing defects only.

To be eligible for a return, your item must be affected by a manufacturing defect and be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Please note for hygiene reasons that we do not accept returns for change of mind, incorrect sizing, normal wear and tear, or damage caused by use, incorrect care or mishandling. Returns are strictly limited to items that arrive faulty or defective due to manufacturing issues.

 

To start a return, you can contact us at support@cooperandcopets.com.au with your order number and clear photos of the defect. If your return is approved, we’ll send you a return shipping address that you can post your item to, along with instructions on how and where to send your package. Items sent back without prior approval will not be accepted.

 

If you have any questions about returns, feel free to contact us anytime at support@cooperandcopets.com.au

2. damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

3. exchanges

We offer exchanges only on items that are in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note for hygiene reasons we do not accept exchanges on FlowSteps or Merchandise such as Cups. Cover exchanges must fit the above criteria. 

 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

4. refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.


If more than 15 business days have passed since we’ve approved your return, please contact us at support@cooperandcopets.com.au