The basics
Cop Drop runs prize draws under UK free-prize-draw rules. Buying a ticket isn't a purchase of goods — it's an entry to a draw. The rules below explain when a refund is possible and how to ask for one.
When refunds are given
- Duplicate charge. If Stripe bills you twice for the same ticket due to a technical error, we refund the duplicate within 5 working days.
- Drop cancellation. If we cancel a drop before the close time (e.g. authentication concern, stock issue), every paid ticket is refunded in full.
- Technical failure. If our system charged you but your entry wasn't recorded, we either grant the entry or refund — your call.
- Wrong drop. If you bought a ticket within the last 30 minutes by mistake and the drop is still open, email us and we'll cancel it.
When refunds are not given
- The drop has already closed and the winner has been picked.
- You didn't win. Tickets are entries, not deposits — no refunds for losing entries.
- You changed your mind after the drop closed. The 14-day distance cancellation right under the Consumer Contracts Regulations does not apply to lottery and prize-draw entries.
Free entries
Free entries (the postal/online no-purchase route) carry no payment, so no refund applies. If something went wrong with a free entry, email us and we'll fix the entry record.
Winner can't accept the prize
If you win and the size doesn't fit, or you can't accept the prize for any reason, contact us within 7 days of being notified. We'll either:
- Substitute the cash equivalent of the kicks at retail, or
- Pass the prize to the next ticket drawn.
This isn't a refund of the ticket — winners can't unwin.
How to request a refund
Email hello@copdrop.example with:
- The email on your account
- The drop number and ticket numbers
- The reason
We respond within 3 working days. Approved refunds go back to the original card via Stripe and usually clear within 5 working days, depending on your bank.
Chargebacks
If you raise a chargeback before contacting us, we'll dispute it with evidence of the entry and the drop result. Talk to us first — it's quicker and friendlier.
Changes
We may update this policy. Material changes will be flagged at the top with a new "Last updated" date.