Refund policy

Refund and return policy

Last updated: 27 October 2026

If something you bought from MATTHEW LEE ROBERTS is not right, you can return it. Unused items in their original packaging can be sent back within 30 days of delivery for a refund of the purchase price.

How to start a return

Email info@coopertrading.shop with your order number and a short description of the issue. We reply within one business day with return instructions and the address in Ōtaki, Wellington. Please do not send an item back before you have heard from us, so we can track it.

Condition of returned items

Items must be unused, complete and in the condition they arrived, with cables, mounts, manuals and any accessories included. For hygiene and safety reasons we cannot accept a product that has been used in a bathroom or worn against the skin.

Refund timing

Once a return reaches us we inspect it within two business days. Approved refunds are issued to the original payment method within five business days. Your bank may take a few more days to show the credit.

Faulty products

If a product arrives damaged or stops working within the warranty period, contact us first. Faulty goods are covered by the Consumer Guarantees Act 1993: you are entitled to a repair, replacement or refund, and we will cover the return shipping for a genuine fault.

Orders that have not shipped

You can cancel an order for a full refund any time before it is handed to the courier. Email us as soon as you can; once a parcel is in the network it is handled as a return.