Returns & Refund Policy
Last updated: September 2026
At CopperZinc, we want you to be happy with your purchase. If something isn't right, we are here to help.
This Returns & Refund Policy applies to purchases made through the CopperZinc online store.
CopperZinc is a trading name of MIDOBU.
MIDOBU
Chamber of Commerce (KvK): 97106763
VAT identification number: NL005249129B16
Email: contact@copperzinc.com
1. Our Return Policy
For standard, non-personalised products, CopperZinc offers a 30-day return period.
This 30-day period includes the statutory 14-day right of withdrawal applicable to consumers purchasing online.
After the statutory 14-day withdrawal period has expired, CopperZinc offers an additional voluntary return period of up to 30 days from delivery, subject to the conditions in this policy.
Your statutory consumer rights are not affected by our voluntary return policy.
2. Statutory 14-Day Right of Withdrawal
If you are a consumer purchasing a standard product online, you generally have the legal right to withdraw from your purchase within 14 days of receiving the product, without giving a reason.
This right applies regardless of whether the product was purchased at full price, on sale or produced after your order was placed, unless a specific legal exception applies.
To exercise your statutory right of withdrawal, you must inform CopperZinc before the 14-day period expires.
You can do this by contacting:
You may simply state that you wish to withdraw from your purchase and include your order number.
You do not need to provide a reason.
After notifying us of your withdrawal, you must return the product without undue delay and generally within 14 days of notifying us.
3. 30-Day Voluntary Return Period
In addition to the statutory 14-day withdrawal period, CopperZinc offers customers an extended return period of up to 30 days from delivery for standard, non-personalised products.
Returns made after the statutory 14-day withdrawal period are subject to the conditions of this section.
The product must be:
- unused;
- uninstalled;
- undamaged;
- complete with all original components and accessories;
- in its original packaging where reasonably possible; and
- in a condition suitable for resale.
The product may be inspected in the same manner that would reasonably be possible in a physical store.
The additional 30-day return period is a voluntary commercial policy and does not extend or restrict any statutory rights you may have.
4. Return Authorisation
Please contact us before sending anything back.
Email:
Please include:
- your order number;
- the product(s) you wish to return;
- the reason for the return, if applicable; and
- photographs where relevant.
Once your return has been approved, we will provide the applicable return instructions.
Products should not be sent to an address other than the return address provided by CopperZinc.
This helps us identify and process your return correctly.
5. Return Shipping Costs
For a return because you have changed your mind or no longer want the product, the customer is responsible for the direct cost of returning the product, provided this was communicated before purchase and applicable law permits this.
We recommend using a tracked shipping service and retaining proof of postage until your return has been processed.
CopperZinc is not responsible for products that are lost or damaged while being returned by the customer, unless applicable law provides otherwise.
For products that are faulty, damaged on arrival or incorrectly supplied, CopperZinc will arrange or reimburse reasonable return shipping costs as appropriate.
6. Restocking Fee
For voluntary returns made after the statutory 14-day withdrawal period, CopperZinc may charge a 10% restocking fee where the value of the returned order exceeds the applicable threshold.
The 10% restocking fee applies to voluntary returns over:
- €300
- £300
- US$400
- C$500
- DKK 2,500
- CHF 350
The restocking fee reflects the additional handling, inspection, repackaging and processing involved in returning higher-value products.
The restocking fee does not apply to a consumer exercising a statutory right of withdrawal during the applicable 14-day period.
The restocking fee also does not limit any statutory rights relating to defective, damaged or non-conforming products.
7. Condition of Returned Products
Products returned under our voluntary 30-day return policy must be returned in saleable condition.
If a product has been used, installed, damaged, modified or handled beyond what is reasonably necessary to inspect its nature, characteristics and functioning, CopperZinc may reduce the refund to reflect the resulting loss in value, where permitted by applicable law.
For statutory withdrawals, consumers are entitled to handle and inspect products to the extent reasonably necessary to establish their nature, characteristics and functioning.
Opening the packaging does not, by itself, remove a consumer's statutory right of withdrawal.
8. Customised and Personalised Products
Some CopperZinc products may be customised or personalised according to customer-specific requirements.
Where a product has genuinely been made according to the customer's specifications or is clearly personalised, the statutory right of withdrawal may not apply where an applicable legal exception permits this.
Simply producing a standard CopperZinc product after an order has been placed does not by itself make that product a customised or personalised product.
If a product is excluded from the statutory right of withdrawal because it is genuinely customised or personalised, this will be communicated before the purchase is completed.
9. Cancellation Before Production
CopperZinc products are made or arranged for production after an order has been placed.
If you wish to cancel an order before production has started, please contact us as soon as possible at:
Where production has not yet started, we will make reasonable efforts to accommodate the cancellation.
Once production of a genuinely customised or personalised product has started, cancellation may no longer be possible where applicable law permits this.
Nothing in this section limits a statutory right of withdrawal that applies to a standard product.
10. Faulty, Damaged or Incorrect Products
If your product arrives damaged, faulty or is different from what you ordered, please contact us at:
Please provide your order number and, where possible, photographs showing the product and packaging.
We will investigate the issue and provide an appropriate solution in accordance with applicable law.
Depending on the circumstances, this may include:
- a replacement;
- repair;
- partial refund;
- full refund; or
- another appropriate remedy.
You will not be responsible for reasonable return shipping costs where the product is faulty, damaged or incorrectly supplied.
Your statutory legal guarantee remains unaffected.
11. Sale and Clearance Products
Sale, discounted and clearance products are subject to the same statutory consumer rights as full-price products.
Where legally permitted, CopperZinc may designate certain products as final sale for its voluntary return policy.
A final-sale designation does not remove or restrict any statutory right of withdrawal or legal guarantee that applies to the purchase.
12. Exchanges
CopperZinc does not offer direct product exchanges.
If you wish to purchase a different product, finish, size or variation, you should return the original product in accordance with this policy and place a new order.
Where the original product is faulty, damaged or incorrectly supplied, please contact us before placing a new order so that we can determine the appropriate solution.
13. Refunds
Once your return has been received and processed, we will issue any applicable refund.
For statutory withdrawals, refunds will be made in accordance with applicable law and normally within 14 days of the withdrawal.
We may wait with the refund until we have received the returned product or until you provide evidence that the product has been returned, whichever occurs first, where permitted by applicable law.
Refunds will normally be made using the same payment method used for the original purchase.
Where the entire order is returned under the statutory right of withdrawal, the standard delivery cost originally paid will also be refunded.
If you selected a more expensive delivery method than the least expensive standard delivery option offered by CopperZinc, we are not required to refund the additional amount for the upgraded delivery method where applicable law permits this.
For voluntary returns made after the statutory withdrawal period, refunds will be processed after the returned product has been received and inspected.
Any applicable restocking fee or reduction in value will be deducted from the refund where permitted.
14. Partial Returns
If you return only part of an order, CopperZinc will refund the value of the returned products.
Where a statutory right of withdrawal applies, original delivery charges are generally only refundable for a complete withdrawal from the order and not where the customer retains part of the order, subject to applicable law.
15. Refused or Uncollected Deliveries
If a customer refuses delivery or fails to collect a parcel from a collection point, this does not automatically constitute a properly submitted return request.
Please contact contact@copperzinc.com if you no longer wish to receive your order.
Where a parcel is returned to CopperZinc because it was refused or not collected, any refund will be handled in accordance with the customer's statutory rights and the circumstances of the order.
Where permitted by applicable law, CopperZinc may deduct reasonable costs resulting from an unnecessary failed delivery or return.
This does not affect a consumer's statutory right of withdrawal.
16. International Returns
CopperZinc ships internationally.
Customers outside the Netherlands may be responsible for the cost of returning a product where they exercise a change-of-mind return and applicable law permits this.
Customers should use an appropriate tracked shipping service and follow any customs requirements applicable to the return.
CopperZinc cannot be responsible for delays or losses caused by customs authorities or shipping providers where the customer is responsible for arranging the return.
17. Return Address
For return processing, CopperZinc will provide the applicable return instructions when you contact us about a return.
Please do not send products to the MIDOBU registered address or to any other address unless CopperZinc has specifically instructed you to do so.
18. Legal Guarantee
Nothing in this Returns & Refund Policy limits your statutory legal guarantee or other mandatory consumer rights.
If a product does not conform to the agreement, you may be entitled to repair, replacement, price reduction or termination of the agreement and a refund, depending on the circumstances and applicable law.
For EU consumers, statutory consumer protection rules apply in addition to this Returns & Refund Policy.
19. How to Start a Return
To start a return, please email:
Please include your:
Order number
Full name
Product(s) you wish to return
Reason for return, if applicable
Our customer service team will review your request and provide the applicable return instructions.
Please wait for our instructions before sending your product back.
20. Contact
If you have any questions about returns, refunds, damaged products or cancellations, please contact us:
CopperZinc / MIDOBU
KvK: 97106763
VAT: NL005249129B16
Email: contact@copperzinc.com