Refund policy
Last Updated: 21 October 2026
At Coop & Roost, we want every customer to shop with confidence. We are committed to providing a straightforward, fair and transparent returns process.
30-DAY RETURNS
We offer a 30-day return window for eligible change-of-mind purchases.
Customers have 30 days from the date their order is delivered to request a return.
To qualify for a change-of-mind return, products must be unused and in their original condition, include all original accessories and components, be returned in their original packaging where reasonably possible, and include proof of purchase or an order number.
To request a return, please contact help@coopandroost.com within 30 days of receiving your order.
HOW TO REQUEST A RETURN
To initiate a return, email help@coopandroost.com with your order number and reason for returning the product.
Our customer support team will review your request and, if your return is eligible, provide return instructions and the appropriate return address.
Please package the item securely and send it to the designated return facility.
Do not send products back without contacting us first, as return destinations may vary depending on the product and fulfilment arrangements.
RETURN SHIPPING COSTS
For change-of-mind returns, customers are responsible for return shipping costs.
Return shipping costs vary depending on the parcel size, delivery provider and designated return destination.
We recommend using a tracked shipping service.
For faulty, damaged or incorrectly supplied products, Coop & Roost will cover reasonable return shipping costs where required under applicable consumer protection laws.
INTERNATIONAL RETURNS
Coop & Roost is an Australian-operated online retailer working with international suppliers and fulfilment partners.
We currently offer shipping to Australia, the United States, the United Kingdom, Canada, New Zealand and Ireland.
Depending on the product and circumstances, returns may need to be sent to an Australian or international return facility.
Our customer support team will provide the applicable return destination before customers send their products back.
Customers are responsible for applicable return shipping charges for change-of-mind returns, except where applicable law provides otherwise.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, defective or incorrect, please contact us as soon as reasonably possible at help@coopandroost.com.
Please include your order number, a description of the issue and photographs where available.
We will investigate the issue and provide an appropriate resolution.
Depending on the circumstances and applicable consumer protection laws, this may include a repair, replacement, refund or another appropriate remedy.
REFUNDS
Once an eligible change-of-mind return has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed within 5 business days of approval.
Refunds will ordinarily be issued to the original payment method.
Please allow additional time for your bank or payment provider to process the transaction.
Refunds for faulty products or other consumer guarantee claims will be handled in accordance with applicable consumer protection laws.
EXCHANGES
If you would like to exchange a product, please contact help@coopandroost.com.
Exchange requests are subject to product availability.
Where products are faulty or otherwise fail to meet applicable consumer guarantees, your statutory rights will continue to apply.
NON-RETURNABLE ITEMS
Certain products may not qualify for change-of-mind returns where this restriction has been clearly disclosed before purchase.
This does not affect customers' statutory rights concerning faulty products or other failures to meet applicable consumer guarantees.
ORDER CANCELLATIONS
If you need to cancel an order, please contact help@coopandroost.com as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before dispatch.
If an order has already been dispatched, the applicable returns process may apply.
CONSUMER RIGHTS
Nothing in this policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law or other applicable consumer protection legislation.
Customers may be entitled to remedies where products are faulty, incorrectly described or otherwise fail to meet applicable consumer guarantees.
These statutory rights apply independently of our voluntary 30-day change-of-mind returns policy.
For customers in Ireland and other jurisdictions with statutory cancellation rights, those rights apply in addition to this policy. Eligible Irish online purchases generally carry a 14-day withdrawal right, subject to applicable exceptions.
CONTACT INFORMATION
For returns, refunds, exchanges or general enquiries, please contact:
Business: Coop & Roost
ABN: 79 791 088 688
Email: help@coopandroost.com
Business Location: Sydney, NSW, Australia