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 – 5:00 pm

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

Important Notice: Sale Items Policy All items purchased at a discounted price (including promotional sales, seasonal markdowns, flash sales, and any items marked as "Sale") are subject to a strict no-cash-refund policy under all circumstances. This policy applies regardless of the reason, including but not limited to:

  • Delayed delivery or extended transit times
  • Item appearance differing from product photos
  • Carrier damage or defective goods received
  • Incorrect item received
  • Item not meeting personal expectations

For sale items, we offer the following resolution options only:

  • All items purchased at a discounted price (including promotional sales, seasonal markdowns, flash sales, and any items marked as "Sale") are completely non-returnable and non-exchangeable under any circumstances.

    No cash refunds, store credits, exchanges, partial refunds, or payment reversals will be issued for sale items, regardless of the reason. By purchasing a sale item, you explicitly agree to this policy.

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 item securely in 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
  • Sale items: No cash return is processed; store credit or exchange only — customer covers return shipping in all cases

Specific Conditions Damaged Goods (Full-Price): Contact us within 48 hours of receipt with photos. We will assess and provide a replacement or full refund. Damaged Goods (Sale Items): Contact us within 48 hours with photos. We will issue store credit or arrange an exchange. No cash refund will be issued.

Incorrect Item Received (Full-Price): We will cover return costs and send the correct item or issue a full refund. Incorrect Item Received (Sale Items): We will cover return costs and send the correct item or issue store credit.

Item Not as Described (Full-Price): Contact us within 30 days. We will review and provide a refund or replacement. Item Not as Described (Sale Items): We will review and offer store credit or exchange. No cash refund will be issued.

Delayed or Missing Delivery (Full-Price): We will investigate with the courier. If unresolved, a full refund or replacement will be offered.

Delayed or Missing Delivery (Sale Items): We will investigate with the courier. If unresolved, store credit or a replacement will be offered. 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

  • 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.
  • Sale items are not eligible for cash refunds under any circumstances (store credit or exchange only)

Timelines

  • Return request must be submitted within 30 days of delivery
  • Refund or store credit processed within 7 business days of receiving the return
  • Store credit issued via email within 2 business days of return approval

Refund Methods

  • Full-price items: refunded to original payment method
  • Sale items: store credit or exchange only

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