We want you to be 100% happy with your Cooper&Smith order, but sometimes accidents happen and something might be broken or not quite right - sorry!
Open With Care
Please take care opening your Cooper&Smith order as there may be broken glass due to rough delivery, despite adequate packaging and a fragile sticker. In these cases we will deliver a replacement glass vessel to you at no charge.
Cooper&Smith Propagation Stations are proudly handcrafted and slight imperfections or colour variations may exist, not impacting the functionality of your propagation station. We only replace or refund products if they are damaged or broken, not for slight imperfections, colour variations or change of mind.
Damage or Breakage
If a product or piece of glassware in your order is damaged or broken, take a photo and send an email to firstname.lastname@example.org with the photo(s) attached. We’ll then work with you to organise a return of the product for a replacement or refund.
Returning An Order
Should a product in your order need to be returned, shipping costs will be reimbursed at the time of replacement or refund. Consider using a trackable shipping service or purchasing shipping insurance as we can’t guarantee that we will receive your returned product(s).
Receiving A Refund
If a refund has been approved, the product must be received by Cooper&Smith before the refund is processed. A credit will be applied to your original payment method, which can take anywhere between 24 hours and 14 days depending on which payment method was used.
Returns for damaged or broken products are accepted within 30 days of the date of your order. If 30 days have gone by since the date of your order, we are no longer able to offer a replacement or refund.
Help & Assistance
If you have any questions about your order or our returns and refunds information, please get in touch - we'd love to hear from you!