Refund Policy for Cotopaxc

Last Updated: 2025.09.17

At Cotopaxc, we want you to be fully satisfied with your purchase of outdoor gear and apparel. This Refund Policy outlines the terms and conditions for requesting and processing refunds, including eligibility requirements, timelines, and exceptions. By placing an order with us, you agree to comply with this policy, which is part of our broader Terms of Purchase.

1. Eligibility for Refunds

To qualify for a refund, your return must meet all of the following criteria:

  • Timeframe: The request for a refund must be initiated within 60 days of the delivery date of your order. We cannot process refund requests received after this period.
  • Product Condition: The product(s) being returned must be in unused, unworn, and undamaged condition, with all original tags, packaging, and accessories (e.g., care manuals, warranty cards, dust bags) intact. Products that show signs of use (e.g., scratches, stains, altered tags), washing, or damage caused by you will not be eligible for a refund.
  • Product Type: Certain items are excluded from our refund policy, including:
  • Custom or personalized products (e.g., gear engraved with your name or logo);
  • Final sale items (clearly marked as “Final Sale” on the product page at the time of purchase);
  • Perishable or disposable outdoor accessories (e.g., single-use camping wipes, fuel canisters that have been opened).
  • Proof of Purchase: You must provide a valid order number (found in your order confirmation email or Account dashboard) when requesting a refund.

2. How to Request a Refund

Follow these steps to initiate a refund:

  1. Submit a Refund Request: Contact our customer support team at [email protected] with the following information:
  • Your full name and the email address associated with your order/Account;
  • Your order number;
  • The name(s) and SKU(s) of the product(s) you wish to return for a refund;
  • A brief explanation of why you are requesting a refund (e.g., “wrong size,” “changed mind,” “defective product”).
  1. Receive Return Authorization (RA): Our team will review your request within 1–2 business days. If approved, we will send you an RA number via email, along with:
  • Detailed instructions for packaging the product(s);
  • The address where you must ship the return (this may vary by region, so please use only the address provided in the RA).
  • Important note: Do not ship products back to us without first receiving an RA number—unauthorized returns may be delayed or rejected.
  1. Ship the Return: Package the eligible product(s) securely (we recommend using the original shipping box if possible) and clearly label the package with your RA number. You are responsible for the cost of return shipping, unless the refund is due to a Cotopaxc error (e.g., we shipped the wrong product, the product arrived defective, or there was a mistake in pricing). In such cases, we will provide a prepaid shipping label for your return.
  2. Track Your Return: Keep the tracking number for your return shipment. This allows you to monitor delivery and helps us locate your package quickly once it arrives.

3. Refund Processing Timeline

Once we receive and inspect your returned product(s), we will process your refund according to the following timeline:

  • Inspection Period: We typically inspect returned items within 2–3 business days of receipt. During inspection, we verify that the product meets our eligibility criteria (e.g., condition, original packaging).
  • Refund Initiation: If the inspection is successful, we will initiate the refund to the original payment method used for the purchase (e.g., credit card, PayPal) within 1 business day of approval.
  • Refund Delivery: Refunds take 5–10 business days to appear in your account, depending on your payment provider’s processing times. For example:
  • Credit/debit card refunds: May take 5–7 business days to reflect on your statement.
  • PayPal refunds: Typically appear within 2–3 business days.
  • Bank transfer refunds: May take up to 10 business days due to bank processing delays.

We will send you an email notification once the refund has been initiated, including a reference number (if provided by your payment provider) for tracking.

4. Refund Amount

The amount of your refund will depend on the reason for the return:

  • Standard Returns (e.g., changed mind, wrong size): You will receive a full refund of the product’s purchase price (in USD, as all transactions are processed in USD). We do not deduct restocking fees for eligible returns.
  • Returns Due to Cotopaxc Error: If the return is caused by our mistake (e.g., defective product, incorrect item shipped), you will receive a full refund of the product’s purchase price + reimbursement for return shipping costs (provide a copy of your shipping receipt to claim reimbursement).
  • Partial Returns: If you are returning only part of an order (e.g., one item from a multi-item purchase), we will refund the purchase price of the returned item(s) only, minus any applicable discounts that were applied to the entire order (we will prorate discounts fairly based on the value of the returned items).

5. Exceptions and Special Cases

  • Damaged or Defective Products: If your product arrives damaged or defective (due to manufacturing error, not shipping damage), please contact us within 7 days of delivery. We may request photos of the damage/defect to assess the issue. Depending on availability, we may offer a choice between a full refund, a replacement product (shipped for free), or store credit.
  • Lost or Delayed Returns: If your return shipment is lost in transit (per tracking information), please notify us immediately. We will work with you and the shipping carrier to locate the package. If the package cannot be found, we may require proof of shipment (e.g., a shipping receipt with tracking) to process a refund.
  • Refunds for Canceled Orders: If you cancel an order before it has been shipped, we will process a full refund within 2–3 business days of cancellation. If the order has already been shipped, you will need to follow our standard return and refund process once you receive the product.
  • Store Credit vs. Cash Refunds: We typically issue refunds to the original payment method, but we may offer store credit (in USD) as an alternative upon request. Store credit has no expiration date and can be used for any future purchase on our site.

6. How to Check Refund Status

To check the status of your refund:

  1. Log into your Cotopaxc Account and navigate to the “Order History” section. Select the relevant order to view updates on the return and refund process.
  2. Contact our customer support team at [email protected] with your order number and RA number (if applicable) for a status update.
  3. Track the refund through your payment provider: Use the reference number from our refund initiation email to check the status via your credit card issuer’s app/website, PayPal account, or bank portal.

7. Contact Us

If you have questions about our Refund Policy, need help initiating a refund, or have concerns about a pending refund, please contact our customer support team:

Email: [email protected]

We aim to respond to all refund-related inquiries within 2 business days and resolve issues as quickly as possible to ensure your satisfaction.

Thank you for choosing Cotopaxc for your outdoor adventure needs.

The Cotopaxc Team