Cop Buyer Protection

Updated September 12, 2026

Cop Buyer Protection covers eligible purchases completed through Cop checkout when an item does not arrive, arrives damaged, is counterfeit, or differs materially from the offer. If the seller does not resolve a covered problem, Cop reviews the claim and funds an approved refund to the original payment method. Your approved refund does not depend on the seller agreeing to reimburse Cop. Cop handles recovery from the seller separately.

All sellers ship directly to buyers. An order does not need to pass through Cop to qualify for this protection. This is an order-resolution commitment, not a claim that Cop physically inspects every item before shipment.

1. Purchases covered

The protection applies to purchases completed through Cop checkout, including purchases from independent sellers and eligible resale or collectible items. It is included at no additional charge. Keep your order confirmation so we can identify the purchase. A payment made directly to a seller outside Cop checkout is not covered by this program.

The program applies to orders placed on or after September 12, 2026. For an earlier order, contact Cop for help under the policies that applied when you purchased and your applicable legal rights. Those rights are not reduced by this program’s start date or conditions.

2. Problems covered

You may submit a claim if the item was not delivered to the agreed destination, arrived damaged, was counterfeit, or was materially different from the offer. Examples include the wrong product or size, an undisclosed used condition, missing components that were promised, or a defect present on delivery that was not disclosed. A tracking status alone does not settle a disputed delivery; Cop reviews the available delivery evidence and the circumstances reported.

You can also ask Cop to review an unresolved refund when you complied with an authorized return or cancellation and the refund that was agreed or required has not been issued. Include the authorization and any return tracking or receipt available.

A suspected counterfeit item must be reviewed before the claim is decided. Explain the concern and provide relevant photographs or other evidence available to you. Do not knowingly resell it or destroy it while the claim is pending. Cop will provide instructions if a return or further assessment is needed.

3. Final-sale items and ordinary returns

A final-sale designation does not exclude an otherwise eligible buyer-protection claim for non-delivery, counterfeit goods, damage or a material mismatch with the offer. Opening packaging reasonably necessary to discover a covered problem does not automatically disqualify the claim.

Changing your mind, choosing a size that does not fit when the correct size was delivered, a later price reduction, or disappointment with the randomized contents of a correctly described sealed collectible are not, by themselves, covered problems. Ordinary return eligibility continues to follow the seller’s disclosed policy and our Returns and Refunds Policy.

Damage caused after delivery by misuse, an alteration or an accident is outside this program. A disclosed defect is not an undisclosed problem. Manufacturer warranties and legal remedies may still apply independently.

4. When to contact Cop

Submit a claim within 30 calendar days after delivery. For an item that has not arrived, submit it within 30 calendar days after the latest delivery date communicated for the order. If no delivery date was provided, contact Cop as soon as you believe the order is overdue; we will not reject a claim solely because there was no date from which to calculate this period.

Report a problem promptly so delivery records and other evidence can be obtained. There is no general 48-hour reporting cutoff. These program deadlines do not shorten a mandatory legal warranty, statutory claim period or other right that cannot be excluded.

5. How to request help

Email customercare@cop.boutique with the subject “Buyer protection — order [your order number]”. Include the email address used for the order, the item concerned, a short explanation of the problem, and the resolution you have already requested. Attach relevant photographs, tracking details and seller correspondence if available. Never send passwords or full payment-card details.

You can contact Cop directly. If the seller has not yet had an opportunity to resolve the problem, Cop may coordinate that step and give you a date for follow-up. You do not have to continue chasing an unresponsive seller indefinitely. Reply to the same email thread if the problem remains unresolved.

6. Review and decision

Cop reviews the order, the offer as purchased, relevant delivery or return records, the information from you and the seller, and any further evidence reasonably needed. We may ask follow-up questions. An unboxing video is not a universal condition of coverage, and a seller’s refusal to cooperate is not by itself a reason to deny your claim.

We communicate the decision and the reason by email. Review time depends on the issue and the evidence required; we will identify any information still needed rather than promise an automatic approval. If you disagree, reply with the reason and any additional evidence to request reconsideration. You may also contact help@cop.boutique with your order number for a case follow-up.

7. Approved refunds and return costs

For an approved claim involving the entire affected item, Cop refunds the amount paid for that item, applicable taxes and its original shipping charge. For an order containing several items, the refund covers the affected items and any attributable shipping charge, not unrelated items you keep. A partial refund or replacement may be arranged if you agree to that resolution.

Cop funds the approved refund even if the seller refuses or fails to reimburse Cop. An approved refund is processed to the original payment method within 10 business days, unless a shorter period is required by law. Your bank or payment provider may take additional time to display it. Store credit will not be substituted without your agreement. If the original payment method can no longer receive a refund, Cop will contact you to arrange an appropriate alternative.

If a return is required for a covered problem, Cop arranges a prepaid return label or agrees in advance to reimburse reasonable return shipping. Use the destination and instructions supplied for your case. Do not ship to Cop’s business address or purchase additional services without instructions. All sellers ship directly, and returns may go directly to the seller or another specifically authorized recipient.

8. Limits and other remedies

This program resolves the affected purchase. It does not promise compensation for lost resale profits, price increases, indirect losses, personal injury or property damage. Contact Cop if a product presents a safety concern; any legal rights relating to that concern remain separate and intact.

The same loss cannot be refunded twice. Tell Cop if a seller, payment provider or another party has already refunded it, or if a chargeback is being reviewed, so the processes can be coordinated. You do not need to waive a legal right to ask Cop for help. False statements, altered evidence or returning a different item may result in denial based on the evidence and restrictions permitted by the applicable terms and law.

9. Relationship to other policies

This protection supplements the Returns and Refunds Policy, Shipping Policy and Authenticity Policy. If a seller’s ordinary return conditions conflict with the protection described here for an eligible claim, this protection applies. Mandatory consumer rights continue to apply in all cases.

Cop will assess coverage using the version applicable when the order was placed. A later change to this program will not remove protection already attached to an eligible purchase. For questions before buying or help with a claim, contact customercare@cop.boutique.