Refund policy

RETURN & REFUND POLICY

Last updated: 9 September 2026

At Koupbeery, we want you to shop with confidence. This Return & Refund Policy explains your rights when purchasing from Koupbeery.store, how to cancel an online order, how to return an item, and what happens if an item is faulty, damaged, incorrect or not as described.

This policy does not affect or limit any statutory rights available to consumers under applicable United Kingdom consumer law.

For any return or refund enquiry, please contact:

Koupbeery
Website: Koupbeery.store
Email: costumer@Koupbeery.store

1. YOUR STATUTORY RIGHTS

Customers purchasing as consumers in the United Kingdom have rights under applicable consumer protection legislation, including, where relevant:

  • the Consumer Rights Act 2015;

  • the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and

  • the Digital Markets, Competition and Consumers Act 2024.

Nothing in this policy is intended to exclude, restrict or reduce any rights or remedies that cannot legally be excluded or restricted.

2. 14-DAY RIGHT TO CANCEL ONLINE ORDERS

If you purchase goods from us online, you normally have a legal right to change your mind and cancel your contract without giving any reason.

For most eligible goods, you must inform us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the goods.

If an order contains multiple items delivered separately, the cancellation period will normally run from the day after you receive the final item in that order.

To exercise your right to cancel, contact us at:

costumer@Koupbeery.store

Your cancellation request should clearly state that you wish to cancel your purchase and should preferably include:

  • your full name;

  • your order number;

  • the email address used to place the order; and

  • the item or items you wish to return.

You do not have to provide a reason for exercising your statutory right to cancel.

3. RETURNING GOODS AFTER CANCELLATION

After notifying us that you wish to cancel, you must normally send the goods back within 14 days from the date on which you notified us of your cancellation.

Please contact:

costumer@Koupbeery.store

before sending your return so that we can provide the appropriate return instructions and return address.

Customers should retain proof of postage or other evidence showing that the goods have been returned.

4. KOUPBEERY 30-DAY VOLUNTARY RETURNS POLICY

In addition to your statutory cancellation rights, Koupbeery offers a voluntary return period of up to 30 days from delivery for eligible products.

To qualify under our voluntary returns policy:

  • the return request must be made within 30 days of delivery;

  • the item must not have been worn beyond what is reasonably necessary to inspect or try it on;

  • the item must not have been washed, altered or damaged;

  • all original labels and tags should remain attached where reasonably possible;

  • the item should be returned with its original packaging where reasonably possible; and

  • the customer must provide sufficient proof of purchase.

This additional policy does not replace or reduce your statutory consumer rights.

5. TRYING ON CLOTHING

You may inspect and try on clothing in the same way that you would reasonably be permitted to do in a physical shop.

However, where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may be entitled by law to make an appropriate deduction from the refund to reflect any reduction in value caused by that excessive handling.

Examples may include clothing that has been:

  • worn for an extended period;

  • stained;

  • damaged;

  • washed;

  • altered;

  • exposed to strong odours, smoke or other contamination; or

  • otherwise handled beyond reasonable inspection.

Any deduction will be assessed reasonably and in accordance with applicable law.

6. RETURN SHIPPING COSTS — CHANGE OF MIND

Where you return an item because you have changed your mind and the product is not faulty, incorrect or otherwise non-conforming, you may be responsible for the direct cost of returning the item where this responsibility was properly disclosed to you before purchase.

We strongly recommend using a tracked postal or courier service and keeping your proof of postage.

Koupbeery is not responsible for a customer return that is lost before it reaches the designated return location, except where responsibility lies with Koupbeery under applicable law.

7. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS

Under the Consumer Rights Act 2015, goods supplied by Koupbeery must, where applicable:

  • be of satisfactory quality;

  • be fit for their intended or agreed purpose;

  • match their description; and

  • conform to other applicable contractual requirements.

If an item arrives damaged, faulty, incorrect or materially different from its description, please contact us as soon as reasonably possible at:

costumer@Koupbeery.store

Please provide:

  • your order number;

  • a description of the issue; and

  • photographs or other reasonable evidence where helpful.

Providing photographs may help us resolve the matter more quickly, but this does not remove any statutory rights you may have.

8. 30-DAY RIGHT TO REJECT FAULTY GOODS

In many cases, where goods breach the requirements of the Consumer Rights Act 2015, consumers have a short-term right to reject the goods within 30 days and receive a refund.

The exact remedy available depends on the circumstances and applicable law.

Where the statutory short-term right to reject applies, Koupbeery will comply with its obligations under the Consumer Rights Act 2015.

9. FAULTS DISCOVERED AFTER 30 DAYS

Where a fault is discovered after the initial 30-day period, you may have the right to request a repair or replacement.

Where repair or replacement is impossible, unsuccessful, cannot be provided within a reasonable time, or would cause significant inconvenience, you may be entitled to:

  • a price reduction; or

  • exercise the final right to reject the goods and receive an appropriate refund,

subject to the Consumer Rights Act 2015 and the circumstances of the claim.

For faults discovered within the first six months following delivery, consumer law may presume that the fault existed when the goods were supplied unless the trader can establish otherwise or that presumption is inconsistent with the nature of the goods or fault.

After six months, the consumer may be required to show that the problem existed when the goods were supplied.

10. COST OF RETURNING FAULTY OR INCORRECT GOODS

Where goods are properly rejected because they are faulty, not as described, incorrect or otherwise fail to conform to applicable statutory requirements, Koupbeery will bear the reasonable costs of returning the goods where required by law.

Please contact us before arranging a return so that appropriate return instructions can be provided.

11. REFUNDS FOR CANCELLED ONLINE ORDERS

When a valid statutory cancellation is exercised, we will refund payments due to you in accordance with applicable law.

For sales contracts where we have not offered to collect the goods, we may withhold the refund until:

  • we receive the goods back; or

  • you provide evidence that you have sent the goods back,

whichever occurs first.

The refund will normally be made no later than 14 days after that point.

12. ORIGINAL DELIVERY CHARGES

When you validly cancel your entire online order under your statutory cancellation rights, we will refund the original standard delivery charge where required by law.

If you selected a more expensive delivery service, such as express or premium delivery, we are only required to refund an amount equal to the cost of the least expensive standard delivery method that we offered for that order.

Any additional amount paid specifically for an upgraded delivery option may not be refundable.

13. REFUND METHOD

Unless otherwise agreed with you, refunds will normally be issued using the same payment method used for the original transaction.

We will not charge a refund processing fee where prohibited by law.

The time taken for a refunded amount to appear in your bank, card or payment account after we process it may depend on your bank or payment provider.

14. PARTIAL RETURNS

If you return only part of an order, we will refund the price paid for the eligible item or items returned.

Original delivery charges may not be refundable where you keep other goods from the same order, except where required by applicable law.

15. EXCHANGES

Where available, we may offer an exchange for another size, colour or eligible product.

Availability cannot be guaranteed.

If an exchange is unavailable, we may instead process an appropriate refund and you may place a new order.

An exchange offered under our voluntary policy does not affect any statutory remedy to which you may be entitled for faulty or non-conforming goods.

16. PRODUCTS THAT MAY BE EXCLUDED FROM CHANGE-OF-MIND CANCELLATION

The statutory right to cancel may not apply to certain categories of goods where an exemption under applicable law applies.

These may include, where relevant:

  • goods made to the customer's specifications;

  • clearly personalised goods;

  • goods which are liable to deteriorate or expire rapidly;

  • sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed;

  • sealed audio recordings, sealed video recordings or sealed computer software once unsealed; and

  • other products specifically excluded from cancellation rights under applicable law.

These exclusions apply only where permitted by law.

They do not remove your statutory rights where goods are faulty, not as described or otherwise fail to conform to the contract.

17. HYGIENE-SENSITIVE PRODUCTS

Where Koupbeery sells hygiene-sensitive products, certain items may not qualify for a change-of-mind return after a hygiene seal has been broken if the legal conditions for that exemption are satisfied.

This restriction does not apply where the product is faulty or where applicable consumer law otherwise requires a remedy.

18. SALE AND PROMOTIONAL ITEMS

Items purchased during a sale, discount or promotional event retain the same statutory consumer rights relating to faulty, misdescribed or non-conforming goods as full-price items.

A discounted price does not remove your legal rights.

Where a sale item is otherwise eligible for statutory online cancellation rights, those rights continue to apply.

19. GIFTS

If an item was purchased as a gift, statutory contractual rights will generally belong to the person who entered into the purchase contract with Koupbeery.

We may ask for proof of purchase before processing a return, exchange or refund.

20. PROOF OF PURCHASE

We may request reasonable evidence that the goods were purchased from Koupbeery.

Acceptable evidence may include:

  • an order confirmation;

  • receipt;

  • transaction record;

  • payment statement; or

  • other reasonable evidence demonstrating the purchase.

21. ITEMS DAMAGED BY THE CUSTOMER

Consumer rights relating to faulty goods do not normally cover problems caused by:

  • accidental damage after delivery;

  • misuse;

  • unreasonable wear and tear;

  • failure to follow care instructions;

  • unauthorised modification;

  • improper repair; or

  • damage caused by the customer or another person after delivery.

This does not affect rights relating to faults or non-conformity that were present when the goods were supplied.

22. LOST OR DAMAGED RETURNS

Customers returning goods should package them appropriately and follow the return instructions provided.

For change-of-mind returns where the customer is responsible for sending the goods back, we strongly recommend using a tracked and insured delivery method appropriate to the value of the goods.

Your statutory rights regarding responsibility and risk will apply regardless of this recommendation.

23. REFUSED OR UNCOLLECTED DELIVERIES

Refusing delivery or failing to collect an order does not necessarily constitute a valid exercise of your legal right to cancel.

If you wish to cancel an order, you should clearly inform us of your decision by contacting:

costumer@Koupbeery.store

Any rights regarding refunds, delivery charges or return costs will be dealt with in accordance with applicable law.

24. CANCELLING AN ORDER BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:

costumer@Koupbeery.store

We will try to stop processing or dispatch where reasonably possible.

If the order has already been dispatched, you may still exercise any applicable statutory cancellation and return rights after delivery.

25. ORDER CANCELLATION BY KOUPBEERY

In limited circumstances, Koupbeery may cancel an order, for example where:

  • an item is unavailable;

  • there is an obvious pricing or listing error;

  • payment cannot be authorised;

  • fraud or unauthorised activity is reasonably suspected;

  • delivery cannot reasonably be completed; or

  • accepting or completing the order would breach applicable law.

Where we cancel an order after payment has been taken, we will provide an appropriate refund.

Nothing in this section permits Koupbeery to cancel orders in a manner that would breach applicable consumer law.

26. PROMOTIONAL OFFERS

Where an order includes a promotional gift, multi-buy offer or other bundled promotion, the refund may take account of the terms of the promotion where legally permitted.

Any calculation will be made fairly and transparently and will not reduce statutory rights.

27. RETURNS THAT DO NOT AFFECT STATUTORY RIGHTS

Our voluntary return conditions may require items to be unused, unworn and returned with labels or packaging.

However, those voluntary conditions do not override your statutory rights where goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

28. FAIR TREATMENT OF CUSTOMERS

Koupbeery aims to provide clear, accurate and transparent information concerning returns, refunds and consumer rights.

We will not intentionally use this policy to:

  • mislead customers about their statutory rights;

  • unfairly prevent consumers from exercising cancellation rights;

  • impose unlawful refund or cancellation charges; or

  • represent voluntary store policies as replacing statutory consumer protections.

29. COMPLAINTS

If you have a complaint regarding a return, refund or product, please contact:

costumer@Koupbeery.store

Please include your order details and a clear explanation of your concern.

We will aim to review your complaint fairly and in accordance with applicable consumer protection law.

30. CHANGES TO THIS POLICY

We may update this Return & Refund Policy from time to time to reflect changes to:

  • our business practices;

  • our products or services;

  • operational requirements; or

  • applicable laws and regulations.

Any updated version will be published on Koupbeery.store with a revised “Last updated” date.

Changes to this policy will not retrospectively remove statutory rights that have already arisen.

31. CONTACT US

For questions concerning returns, cancellations, refunds, faulty products or this policy, please contact:

Koupbeery

Website: Koupbeery.store

Email: costumer@Koupbeery.store

STATUTORY RIGHTS

Nothing contained in this Return & Refund Policy is intended to exclude, restrict or otherwise affect any statutory rights that consumers have under United Kingdom law.

Where any provision of this policy conflicts with a mandatory consumer protection law, the applicable law will prevail.