Refund policy

Return and Refund Policy

This store is operated by Koopser Retail Services Ltd, a company registered in Uganda, and an affiliate of MsL (UK) Groupe Ltd, registered in the United Kingdom.

Koopser sources specific products on your behalf from verified UK retailers. Because each order is purchased individually to your specification, our returns process works differently from a standard online shop.

If your item arrives damaged

Contact us within 48 hours of delivery by WhatsApp or email. Include a description of the damage and, where possible, photographs. We will work with you to resolve it. Every item we source comes with a UK retailer receipt, which means the original return or warranty process with that retailer is available where needed.

If your item is not what was quoted

If the item delivered does not match what was agreed in your quote, contact us straight away. We will take responsibility and resolve it at no additional cost to you.

If you change your mind

Because we purchase items specifically for you, we cannot accept returns for change of mind once an order has been placed and the deposit paid. This is why we send you a full quote before you commit, so you can be certain before you pay.

Cancellations

If you wish to cancel before we have placed your order with the UK retailer, contact us as soon as possible. If the item has already been purchased on your behalf, cancellation may not be possible, or a partial refund may apply depending on the retailer's own policy.

Refunds

Where a refund is agreed, it will be processed back to your original payment method via PesaPal within 5 to 10 business days.

Contact us

Email: support@koopser.com
WhatsApp (Uganda): +256 742 114191
WhatsApp (UK): +44 7842 959973