Refund policy
Returns & Exchanges Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. You may return or exchange unused and unopened Copalli items (excluding diffusers) within 30 days of delivery. All returns and exchanges are subject to review and approval. We may request supporting photos for verification.
To be eligible for a return, your item must be unused, unopened, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, please contact us at info@copalliscents.com. Accepted returns should be sent to:
Copalli
12301 Rojas Dr. Ste B5
El Paso, TX 79928
Items sent back to us without first requesting a return will not be accepted.
Return Fees
Exchanges: A $14.95 fee will be charged at the time of exchange. This covers the return label, outbound shipping of the replacement item, and processing.
Returns for Refund (no exchange): A $9.95 fee will be deducted from your refund total. This covers the return label, return shipping, and processing.
These fees do not apply to defective, damaged, or incorrect items (see Damages section below).
Refunds are issued to the original payment method. Original shipping fees are non-refundable. Once we receive your return, inspection and processing take up to 10 business days. Approved refunds are issued within 5-7 business days after approval (bank processing times may add 3-10 days). You must ship the returned item(s) within 7 days of receiving your return label.
Diffuser Returns
Any diffuser purchased directly from Copalli may be returned within 30 days of delivery for a refund or exchange, for any reason, provided it is unused and returned in its original packaging with all parts and accessories. A 20% restocking fee (based on the original purchase price) will be deducted from your refund. No refunds on used diffusers. The standard $9.95/$14.95 return fees above do not apply to diffusers.
Damages and Issues
Please inspect your order upon reception and contact us immediately — and no later than 30 days of delivery — if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Damaged, defective, or incorrect items are handled at no cost to you and may qualify for a replacement or full refund.
The following items cannot be returned:
- Opened or used scents/fragrance products
- - Gift cards
Please get in touch if you have questions or concerns about your specific item at info@copalliscents.com.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. A $14.95 exchange fee applies (see Return Fees above).
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be refunded on your original payment method within 5-7 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund (typically 3-10 business days).
If more than 15 business days have passed since we've approved your return, please contact us at info@copalliscents.com.