Shipping & Returns

General Terms: 

Copper Kitchen Supply reserves the right to update the rules when necessary, and the updated version will be published on copperkitchensupply.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Copper Kitchen Supply immediately. All buyers are deemed to accept the rules if they are using the services provided by Copper Kitchen Supply. Copper Kitchen Supply's policy shall prevail.

For after-sales issues, buyers should file a return & refund request within 14 days of the delivery date. The period of Return & Refund request filed exceeds,  Copper Kitchen Supply reserves the right not to provide any after-sales service after that time.

Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Copper Kitchen Supply via (CONTACT US).

If Copper Kitchen Supply cannot fulfill the buyer's order within the order processing time, under the condition but not limited to no stock or other conditions, Copper Kitchen Supply has the right to cancel and refund the order. If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Copper Kitchen Supply has the responsibility to offer the buyer a prepaid return label within 7 business days to return damaged/broken goods. Copper Kitchen Supply should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.

Copper Kitchen Supply shall not accept after-sale request for "non-defective remorse returns", and has the right to accept or reject the request. Copper Kitchen Supply will abide by the policy under this condition.

If Copper Kitchen Supply accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Copper Kitchen Supply's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.

Copper Kitchen Supply shall not require warranty, like whether to provide warranty or not, or the way of warranty handling with.

Copper Kitchen Supply shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on the policy, agree on refund or redelivery between Copper Kitchen Supply and buyer or others,  Copper Kitchen Supply must refund not more than 7business days, or redelivery not more than 14 business days.

Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Copper Kitchen Supply. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Copper Kitchen Supply has the right to reject the return and refund request.

Whether the evidence is compelling or not will ultimately be determined by Copper Kitchen Supply Under Various Circumstances:

1. Refund Request Timing

The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).

Return & Refund Type Copper Kitchen Supply Rules

For Unshipped Orders  

The Return & Refund request is made after the stated processing time. Copper Kitchen Supply will refund the order. The Return & Refund request is made within the stated processing time. 

 If the request is made within the stated processing time, Copper Kitchen Supply has 5 business days to process (accept or reject) the request after submission. If Copper Kitchen Supply fails to process the request within 5 business days, Copper Kitchen Supply will refund the order.

For Shipped Orders

• If the Return & Refund request is made after the order has shipped, Copper Kitchen Supply has 10 business days to process (accept or reject) the request after submission. If Copper Kitchen Supply fails to process the request within 10 business days, Copper Kitchen Supply will refund the order.

1. Goods Returned in Transit

If the package is returned to Copper Kitchen Supply during transit and the buyer applies for a refund, Copper Kitchen Supply will refund within 5business days of the request. If the buyer requests redelivery under the same conditions, Copper Kitchen Supply will begin redelivery within 10 business days of the request.

1. Goods Destroyed in Transit

If the package/goods are destroyed in transit and the buyer provides proof from the carrier (for example, a screenshot showing the order was destroyed), Copper Kitchen Supply will refund within 5 business days of the refund request or redeliver within 5 business days of the request. The following evidence must be submitted for this type of request: a. Photos or videos proving the damage. If photos are insufficient, upload a video. b. Screenshot of the email or dispute received, including name, date, and content (e.g., PayPal dispute, gateway dispute, or email). c. The products must be returned to Copper Kitchen Supply if the Dispute Team requests a return.

Except as otherwise explicitly interpreted, Copper Kitchen Supply will refund, resend, or accept returns in the following cases:

3.1 Delayed Orders lacking tracking information, in transit, pending, or expired 60 days after departure from Copper Kitchen Supply’s warehouse may be considered delayed. The following exceptions apply: a. For orders shipped to the USA: 45 days after departure from Copper Kitchen Supply’s warehouse. b. For Brazil: 110 days after departure due to strict customs clearance. c. For Copper Kitchen Supply Packet Liquid Line to all countries: disputes for delayed orders will be addressed after 100 days. d. For some special shipping methods, Copper Kitchen Supply cannot process disputes (see important interpretation).

Notes:

• Sometimes the order arrives at the buyer’s local post office and becomes pending due to an insufficient address, unclaimed package, or similar reasons. Buyers should contact or visit the local post office for delivery.
• In Israel, packages may be delivered to self-pickup cabinets, which can delay delivery. Buyers should contact the local post office.
• If local tracking shows delivery but the customer claims non-receipt, Copper Kitchen Supply will investigate; this can be lengthy (1–2 months) with no guaranteed outcome.

3.2 Orders Not Received Copper Kitchen Supply will not refund or resend if tracking information shows the order as delivered. a. If the client claims non-receipt, a non-delivery certification issued by the local post office with an official seal is required. b. Tracking alerts may indicate causes such as:

• Incorrect/insufficient address
• No such number
• Unknown recipient
• Refused
• Not picked up in time
• No safe delivery location
• Uncleared customs
• Other reasons

Notes: a. Local distributors may attempt delivery 1–3 times; unclaimed packages are returned to the local post office within 3–7 days and then to the sender. Copper Kitchen Supply is not responsible for items lost during return. b. If the logistics company returns items to the US, Copper Kitchen Supply will place the products in your private inventory and will not refund them upon receipt. c. Copper Kitchen Supply cannot refund or resend for unprocessed undelivered orders or packages destroyed by logistics companies.

3.3 Products Damaged Copper Kitchen Supply offers a full refund or replacement for badly damaged packages. Copper Kitchen Supply offers a partial refund or replacement for partially damaged packages (excluding thread issues, slight wrinkles, small scratches, etc.).

Notes: a. For fragile products, a refund is recommended. b. Copper Kitchen Supply cannot offer refunds for damaged packing boxes due to long-distance international delivery. c. For ordinary electronic products, clients must complain or open a dispute within 30 days after delivery. d. For service products, Copper Kitchen Supply refunds the product cost at the US market price; otherwise, Copper Kitchen Supply is not responsible.

3.4 Incorrect or Missing Products Copper Kitchen Supply maintains a strict quality control process before dispatch.

Copper Kitchen Supply will handle incorrect or missing products as follows: a. For incorrect products: full refund or replacement. b. For wrong color or size that does not affect function: refund or resend if you provide a screenshot of your complaint including name, content, and date. c. For missing parts that do not affect function: partial refund or resend the missing part; for missing parts that affect function: resend the product only. d. For missing accessories: Copper Kitchen Supply will resend the accessories.

Notes: For size issues, please measure the product using the correct method and provide photos; the dispute team will process disputes more quickly.

1. Incorrect Receipt Information

If the buyer provides incorrect receipt information, contact us via the contact page to request an update. Receipt information correction or order cancellation is not guaranteed.

If the order has already shipped, it is the buyer’s responsibility to contact the logistics company with correct information.

If goods were delivered to the wrong recipient, the buyer may attempt to return the products at their own expense. If the goods are returned in good condition, Copper Kitchen Supply will refund the order within 7 business days of receipt of the goods upon the buyer’s refund request or begin redelivery within 10 business days of receipt. The buyer will be responsible for redelivery fees.

If the order cannot be corrected or returned, the buyer bears the loss.

1. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)

If the buyer detects any problem upon receipt (damaged package, significantly not as described, missing or wrong goods, or other quality problems), the buyer should file a refund or redelivery request with valid proof (photos/videos clearly showing the problem). After the buyer files a request, Copper Kitchen Supply will check the proof and respond within 5 business days.

If the proof does not clearly show the problem, Copper Kitchen Supply may deem the proof invalid and reject the refund request.

If the buyer’s proof clearly shows the problem and is approved, proof checking time will not exceed 5business days. If a return is required for a refund, Copper Kitchen Supply will provide a prepaid return label within 5 business days of approval and refund when the return shows in transit on the carrier website. If a return is not required, Copper Kitchen Supply will refund within 7 business days of the refund request.

If proof is valid and the buyer requests redelivery, Copper Kitchen Supply will redeliver within 7business days of approval. Copper Kitchen Supply may refund orders if the replacement product is out of stock; buyers may reorder when items are restocked.

5.1 Incorrect or Missing Products (Repeated policy) Copper Kitchen Supply has strict quality control before dispatch and will handle incorrect or missing products as follows: a. For incorrect products: full refund or replacement. b. For wrong color/size not affecting function: refund or resend if you provide a screenshot of the complaint including name, content, and date. c. For missing parts not affecting function: partial refund or resend the missing part; for missing parts affecting function: resend the product only. d. For accessories: Copper Kitchen Supply will resend accessories.

Notes: For size problems, please measure per correct method and provide measurement photos for faster dispute handling.

5.2 Service Products Service products are subject to the following: a. For disputes arising from products damaged or shipping delayed, Copper Kitchen Supply may not refund the product cost. b. For disputes arising from poor quality where Copper Kitchen Supply is not the supplier, Copper Kitchen Supply may not accept the dispute. c. For service products without Copper Kitchen Supply quality inspection, Copper Kitchen Supply may not accept disputes.

1. Logistics Issues

6.1 Invalid Tracking Information If Copper Kitchen Supply verifies the tracking number is wrong and fails to provide the correct one within 4 business days, Copper Kitchen Supply will refund the order.

6.2 Untimely Tracking Info Updates If there is no tracking update for more than 7 business days after the label is created and the buyer applies for a refund, Copper Kitchen Supply will process the refund within 3 business days of the buyer’s request. Note: This clause does not apply during special periods such as holidays, epidemics, abnormal weather, or other extraordinary circumstances.

6.3 Excessive Shipping Time If transit time exceeds the estimated delivery time by 10 days or more and Copper Kitchen Supply fails to provide valid tracking updates, the buyer may apply for a refund. Copper Kitchen Supply will process the refund within 3 business days of the buyer’s request. Note: This clause does not apply during special periods such as holidays, epidemics, abnormal weather, or other extraordinary circumstances.

6.4 Shipping Method Limits Some shipping methods are not trackable upon arrival in certain countries, states, or cities. Copper Kitchen Supply lists those methods in advance and will not accept disputes when you choose such shipping methods, including: PostNL, Electric PostNL, Packet EUB, Packet Postal Route, Packet Postal, Packet Railway Economy.

Notes: Choosing some shipping methods may incur additional remote-address charges.

6.5 Force Majeure Copper Kitchen Supply is not responsible for product damage or shipping delays caused by acts of God, including but not limited to epidemics, international or political situations, strikes, war, earthquakes, floods, viruses, storms, heavy snow, or customs inspections. Copper Kitchen Supply will notify you by business email.

6.6 Destination Limits Due to limited international transportation, Copper Kitchen Supply will not accept disputes for orders shipped to the following countries and territories: Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua and Barbuda, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados, Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Côte d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea-Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts and Nevis, North Korea, Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan, São Tomé and Príncipe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor-Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent and the Grenadines, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu, Samoa, Bermuda, Curaçao, Saint Eustatius, Saint Martin, Nevis, Somaliland, Saint Barthélemy, Yemen, Mayotte, Zambia, and Zimbabwe.

1. Other

In cases of holidays, COVID-19, abnormal weather, or other extraordinary situations, buyers should contact us via business email.

Copper Kitchen Supply will try to assist buyers promptly in these special circumstances. After notification, buyers should expect a decision from Copper Kitchen Supply within two weeks.

Copper Kitchen Supply is not responsible for product damage or shipping delay caused by acts of God (see clause 6.5). Notifications will be sent by business email.

7.1 Returns Products can be returned only to Copper Kitchen Supply US warehouses. We do not recommend returning products to our warehouses because international shipping costs are high and returns may take at least 3 months and risk loss or damage during transit.

a. If you want to return products, email Copper Kitchen Supply; someone will respond within 7-10 business days. b. Please return products within 10 days after receiving them and after contacting a Copper Kitchen Supply representative.

7.2 Order Cancellation Copper Kitchen Supply offers a full refund for cancellations before products are processed by warehouses.

a. POD (print-on-demand) orders cannot be canceled after payment due to customization. b. Pre-order inventory orders cannot be canceled after payment as they are special products reserved for you. c. Video and photo orders cannot be canceled after payment as Copper Kitchen Supply has planned and prepared them.

7.3 Deadline for Opening Disputes You cannot open a dispute if the order status is closed. Disputes cannot be resolved when third-party tracking information is untraceable.

7.4 Unacceptable Disputes Copper Kitchen Supply will not accept unreasonable disputes, including but not limited to: a. The buyer does not like the product. b. The product description is inaccurate as claimed by the buyer. c. Products smell unusual. d. The buyer ordered the wrong items or SKU. e. The shipping address was provided incorrectly. f. Product differences that were negotiated in advance. g. Tracking information deleted by logistics companies or local post offices. h. Packages returned, discarded, or detained due to the consignee’s failure to comply with customs clearance or foreign trade policies.

1. Attention

If buyers are unsatisfied with the resolution of after-sale issues, buyers should open a dispute with Copper Kitchen Supply to help resolve the matter.