Refund policy

Return Policy

At Copper Fix, we want you to feel complete confidence in the weight, pure metallic warmth, and precision threading of our architectural hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because unlacquered raw solid copper is a living, reactive elemental metal susceptible to skin acidity, fingerprint oxidation, and tool scratching during trial mounting, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Product Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The copper pull, handle, knob, or basin must be completely uninstalled, untorqued onto cabinetry, and in its original, brand-new condition.
  • Dry Inspection & Fingerprint Notice: Hardware may be examined indoors with clean cotton handling gloves or by holding edges through the clear inner sleeve. We strictly cannot accept raw copper items that have been handled with bare sweaty hands (natural skin acids and oils initiate instant uneven chemical tarnishing/oxidation spots), nor items that have had screws driven into rear tapped bosses (driving screws leaves compression marks and marks internal M4 threads).
  • Copper surfaces must show zero scratches, vise clamp bite marks, plumber putty stains, or chemical cleaning streaks.
  • Basins must be completely dry and unplumbed, with zero drain seal marks or silicone residue.
  • All original packaging—including VCI anti-tarnish tissue, labeled screw packets (breakaway screws intact), protective sleeves, and template guides—must remain 100% complete and undamaged inside the return parcel.
  • Custom-length pulls, bespoke basin dimensions, or clearance items are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because solid copper hardware and sinks are heavy metal goods, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Copper Fix cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@copperfix.sbs within 30 days of delivery. Please include your order number, product model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a handle length, screw size, or delivery address), contact us immediately at support@copperfix.sbs.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our metal inspectors will examine each item under bright lighting to verify compliance with our return conditions (absence of fingerprint acid marks, unthreaded clean bosses, scratch-free raw copper surfaces, and complete mounting screw packets). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@copperfix.sbs for further assistance.