Refund, Return and Exchange Policy
At The Cope, we want you to be completely satisfied with your purchase. This policy explains how to cancel an online order, return an unwanted item, request an exchange or report a faulty or incorrect product.
Nothing in this policy affects your statutory rights under Irish or EU consumer law.
Your Right to Withdraw from an Online Purchase
When you purchase from us online, you generally have the right to withdraw from the purchase without giving a reason.
You must notify us of your decision to withdraw within 14 days from the day on which you, or a person nominated by you, receives the goods. If your order is delivered in separate shipments, the 14-day period begins when the final item in the order is received.
After notifying us, you have a further 14 days to return the goods.
You may notify us by completing our online EU Withdrawal Form or by contacting us at onlinesales@thecope.com with your name, order details and a clear statement that you wish to withdraw from your purchase.
You may also use the withdrawal form to request cancellation of an order that has not yet been dispatched. If the order has already been dispatched, it will need to be returned after delivery.
EU Electronic Withdrawal Function
In accordance with Directive (EU) 2023/2673 and the new electronic right-of-withdrawal requirement, The Cope provides a clearly accessible online function through which customers can submit a withdrawal request.
To exercise this right, please complete our EU Withdrawal Form.
Once your request has been submitted, you will receive confirmation that it has been received. Using the online form is not mandatory—you may also exercise your right of withdrawal by sending us a clear statement by email or post within the applicable withdrawal period.
Refunds
Refunds are issued to the original payment method. Once processed by us, refunds typically appear in your account within five to seven working days, depending on your bank or payment provider.
Condition of Returned Items
Customers may examine goods as they would reasonably be permitted to do in a physical shop.
Returned products should be:
- Unused and unworn, other than what is reasonably necessary to inspect them.
- Returned with their original tags attached.
- Returned with their original packaging where reasonably possible.
- Packaged securely to prevent damage during transit.
You may be responsible for any reduction in the value of an item caused by handling or use beyond what is reasonably necessary to establish its nature, characteristics and suitability. Where legally permitted, an appropriate deduction may be made from the refund to reflect this diminished value.
Return Methods and Costs
Unless an item is faulty, damaged, misdescribed or incorrect, customers are responsible for arranging and paying the cost of returning it.
We do not currently provide free change-of-mind returns for customers in Ireland, Northern Ireland or other locations.
Option 1 – Return by Post or Courier
You may return your order using a postal or courier service of your choice.
Please:
- Complete the returns form included with your order.
- Cut out the return address label and securely attach it to the outside of the parcel.
- Package the products securely.
- Keep your proof of postage until the return and refund have been completed.
We recommend using a tracked service, as you are responsible for the goods until they reach us.
Option 2 – Return In Store
Online purchases may be brought to one of our store till points with the completed returns form.
Please note that online returns accepted in store will be forwarded to our central web team for inspection and refund processing. Refunds for online orders are issued to the original payment method and aren’t normally processed as cash refunds at the till.
Returns from Outside the Republic of Ireland
Customers outside the Republic of Ireland must arrange and pay for their own change-of-mind return shipping.
We recommend using a tracked postal or courier service. For returns from Great Britain or other non-EU countries, customs documentation or charges may apply. These are the sender’s responsibility.
Please clearly mark the parcel as Returned Goods on any customs documentation where appropriate.
Exchanges
We are happy to offer an exchange for a different size, subject to availability. This is an additional service offered by The Cope and does not affect your statutory rights.
Items submitted for exchange must be unused and unworn, with their tags attached and original packaging where reasonably possible.
If you would like a different product rather than a different size, please place a new order and return the unwanted product for a refund.
We cannot guarantee that the requested replacement size will remain available while the original item is being returned.
Products Excluded from Change-of-Mind Returns
The statutory right of withdrawal does not apply to certain products, including:
- Goods made to the customer’s specifications or clearly personalised.
- Goods that are liable to deteriorate or expire rapidly.
- Sealed goods that aren’t suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery.
- Sealed audio, video or computer software products that have been unsealed after delivery.
- Other products or services that are legally exempt from the right of withdrawal.
Products such as underwear, lingerie, shapewear, hosiery, swimwear, fragrances, certain bedding and certain personal-care products may only be excluded where the relevant legal hygiene or sealed-product exemption applies.
These exclusions do not affect your rights where a product is faulty, damaged, misdescribed or otherwise does not conform to the contract.
Faulty, Damaged, Misdescribed or Incorrect Items
If you receive an item that is faulty, damaged, misdescribed or different from what you ordered, please contact us as soon as possible at onlinesales@thecope.com.
Please include your order number, a description of the issue and, where helpful, photographs showing the problem.
Under Irish consumer law, available remedies may include a repair, replacement, price reduction or refund, depending on the circumstances. You generally have a short-term right to terminate the purchase and receive a full refund if you report a fault within 30 days of receiving the goods.
Where goods are confirmed as faulty, damaged, misdescribed or incorrect, The Cope will cover the reasonable cost of returning them. Your statutory rights concerning faulty goods can continue beyond the timeframes provided for ordinary change-of-mind returns.
Processing Your Return
We will email you when your return has been received and inspected. If approved, the refund will be issued to your original payment method.
After we process a refund, it usually takes approximately five to seven working days to appear in your account. This timeframe is controlled by your bank or payment provider.
If you haven’t received your refund within 10 working days after we confirmed that it was processed, please contact us at onlinesales@thecope.com.
