Refund policy

RETURN AND REFUND POLICY

Scope and Intent
This Return and Refund Policy applies to all purchases made through the Coplyo website. By completing a purchase, you acknowledge and agree to the terms outlined below.

Contact Information
Email: support@coplyo.com | info@coplyo.com
Phone: +852 6350 0988
Address: 48 Cameron Road, FLAT/RM C, 4/F, Tsim Sha Tsui, Kowloon Hong Kong SAR
Customer Service: Monday to Friday, 9:00 am to 5:00 pm

Return Window
Customers may request a return or exchange of full-price items within 30 days of the delivery date.

Important Notice: Final Sale Items (Sale and Limited Edition)
The following items are Final Sale:
- All items purchased at a discounted price (including promotional sales, seasonal markdowns, flash sales, and any items marked as "Sale")
- All items marked as "Limited", "Limited Edition" or produced in a limited quantity

Final Sale items are non-returnable, non-exchangeable and non-refundable under any circumstances, including but not limited to:
- Delayed delivery or extended transit times
- Item appearance differing from product photos
- Item not meeting personal expectations
- Wrong size or fit
- Change of mind

No cash refunds, store credits, exchanges, partial refunds or payment reversals will be issued for Final Sale items. By purchasing a Final Sale item, you explicitly acknowledge and agree to this policy.

Pre-Order Items Policy
Items marked or processed as pre-orders (including but not limited to items ordered during extended production periods, such as the Heat Reactive Ski Jacket) are subject to the following terms:

Once production has started on a pre-order item, that unit is allocated and reserved specifically for the customer who placed the order. As a result, pre-order items become non-cancellable and non-refundable once production has begun, regardless of the reason, including but not limited to:
- Change of mind
- Delayed production or shipping timelines
- Item no longer being needed or wanted

Pre-order items are eligible for cancellation and full refund only before production begins. Once notified that production has started, the order is final. Standard return conditions do not apply to pre-order items after this point.

Standard Return Conditions (Full-Price Items)
Returns of full-price items are accepted within 30 days of delivery, provided:
- The item is unused and undamaged
- All original tags and labels are attached
- The item is in its original packaging
- A return request has been submitted to support@coplyo.com with order number and reason

Return Instructions
1. Contact support@coplyo.com with your order number and reason for return
2. Await return authorization and shipping instructions
3. Pack the item securely in its original packaging with all tags attached
4. Ship using the provided return label (where applicable)

Return Costs
- Defective or incorrect full-price items: Coplyo covers return shipping
- Change of mind (full-price items): customer covers return shipping
- Final Sale items (Sale and Limited Edition): not eligible for return

Specific Conditions

Damaged Goods (Full-Price Items): Contact us within 48 hours of receipt with photos. We will assess and provide a replacement or full refund.
Damaged Goods (Final Sale Items): Contact us within 48 hours of receipt with photos. We will ship a replacement of the same item. No cash refund will be issued.

Incorrect Item Received (Full-Price Items): We will cover return costs and send the correct item or issue a full refund.
Incorrect Item Received (Final Sale Items): We will send the correct item at no cost. No cash refund will be issued.

Item Not as Described (Full-Price Items): Contact us within 30 days. We will review and provide a refund or replacement.
Item Not as Described (Final Sale Items): Final Sale items are not eligible for return, exchange or refund on this basis.

Delayed or Missing Delivery (Full-Price Items): We will investigate with the courier. If unresolved, a full refund or replacement will be offered.
Delayed or Missing Delivery (Final Sale Items): We will investigate with the courier. If the parcel is confirmed lost, a replacement will be shipped. No cash refund will be issued.

Long delivery times do not constitute grounds for chargeback or payment reversal.

Order Cancellation: Orders may be cancelled before shipment. Once shipped, the return procedure applies upon delivery.

Non-Returnable Items
- Final Sale items (Sale and Limited Edition) are non-returnable, non-exchangeable and non-refundable
- Pre-order items once production has started, as each unit is reserved for the specific customer
- Custom or personalized items
- Hygiene products (socks, underwear) unless unopened and in original packaging
- Jewelry and bijouterie items are non-returnable under any circumstances, including if the item differs from the photo, does not fit, or the customer changes their mind

Timelines
- Return requests must be submitted within 30 days of delivery
- Refunds are processed within 7 business days of receiving the return

Refund Methods
- Full-price items: refunded to the original payment method
- Final Sale items: not eligible for refund

Return Address
48 Cameron Road, FLAT/RM C, 4/F, Tsim Sha Tsui, Kowloon Hong Kong SAR

Legal Rights
This policy does not affect any statutory rights you may have under applicable local law.

Website: Coplyo
Company: VERTEX TRADING CO.
Address: 48 Cameron Road, FLAT/RM C, 4/F, Tsim Sha Tsui, Kowloon Hong Kong SAR
Email: support@coplyo.com | info@coplyo.com
Phone: +852 6350 0988