Refund Policy – cotopaxd

Last Updated: September 8, 2025

At cotopaxd, we want you to be completely satisfied with your purchase of our innovative outdoor products. This Refund Policy outlines the terms, conditions, and procedures for requesting a refund for orders placed through our website (www.cotopaxd.com) or authorized retailers. By making a purchase, you agree to comply with this policy.

1. Eligibility for Refunds

To be eligible for a refund, your request must meet the following criteria:

1.1 Timeframe

Unused/Unopened Products: Requests must be submitted within 30 days of the delivery date (as confirmed by the shipping carrier’s tracking information).
Damaged/Defective Products: Requests must be submitted within 7 days of discovering the damage or defect (and no later than 30 days from delivery).
Incorrect/Wrong Items: Requests must be submitted within 7 days of delivery (if you received an item different from what you ordered).

1.2 Product Condition

For unused/unopened items: Products must be in their original, unaltered condition with all tags, packaging, manuals, and accessories intact. Products that show signs of use (e.g., scratches, dirt, wear on zippers) or have been modified will not be eligible for a refund.
For damaged/defective items: The damage or defect must be due to manufacturing errors or shipping mishandling (not misuse, neglect, or normal wear and tear).
For incorrect/wrong items: The item must be returned in the condition it was received, with all original packaging.

2. Refund Exceptions

The following items are not eligible for refunds unless they arrive damaged, defective, or incorrect:

Custom or personalized products (e.g., engraved water bottles, monogrammed backpacks).
Final sale items (clearly marked as “Final Sale” on the product page).
Used or opened hygiene-related outdoor products (e.g., sleeping bags, camping pillows, first-aid kits) for health and safety reasons.
Gift cards (physical or digital).

3. Refund Request Process

Follow these steps to submit a refund request:

3.1 Initiate the Request

Contact our customer service team at [email protected] with the following information:

Your full name and order number (found in your order confirmation email).
The name and quantity of the item(s) you are requesting a refund for.
A detailed reason for the refund (e.g., “unused item,” “damaged zipper,” “wrong size sent”).
For damaged/defective or incorrect items: Attach clear photos or videos showing the issue (this helps accelerate the review process).

3.2 Receive Approval & Return Instructions

Our team will review your request within 2 business days. If approved:

For domestic orders: We will send a prepaid return shipping label via email, along with instructions on how to package and ship the item(s) back to our warehouse.
For international orders: We will provide our warehouse address and return guidelines. Please note that international customers are responsible for return shipping costs, unless the refund is due to our error (e.g., defective item, wrong order).

If your request is denied, we will notify you via email with a detailed explanation.

3.3 Ship the Item(s) Back

Package the eligible item(s) securely (preferably in the original packaging) and attach the prepaid label (if provided). Ship the package within 5 business days of receiving approval—delays may result in your refund being denied.

Keep the return tracking number for your records, as we cannot process refunds for items lost in transit.

4. Refund Processing & Timeline

Once we receive and inspect the returned item(s) at our warehouse (typically 3–5 business days after delivery to our facility), we will verify that they meet the eligibility criteria. If approved:

4.1 Refund Method

Refunds will be issued to the original payment method used for the purchase (e.g., credit card, PayPal, debit card). We cannot issue refunds to alternative payment methods or as store credit unless you explicitly request it.

4.2 Processing Time

Credit/debit card refunds: Typically take 5–7 business days to appear in your account (processing times may vary by your bank or card issuer).
PayPal refunds: Usually processed within 24–48 hours and appear immediately in your PayPal balance.
Bank transfer refunds: May take 7–10 business days to reflect in your bank account.

We will send a refund confirmation email once the transaction is processed.

5. Special Scenarios

5.1 Cancelled Orders

If you cancel an order within 12 hours of placement (before it has been shipped), we will issue a full refund. If the order has already been shipped, you will need to follow the standard return and refund process outlined above.

5.2 Missing or Lost Packages

If your order is marked as “delivered” by the shipping carrier but you have not received it, contact us at [email protected] within 3 days of the delivery date. We will work with the carrier to investigate. If the package is confirmed lost, we will issue a full refund or send a replacement (at your option).

5.3 Warranty-Related Refunds

For items covered under our 2-year manufacturer’s warranty (see our Customer Service Policy), if a defect is confirmed and cannot be repaired or replaced, we will issue a prorated or full refund based on the age and condition of the product.

6. Non-Refundable Costs

The following costs are not refundable unless the issue is due to our error (e.g., defective item, wrong order):

Original shipping costs (for both domestic and international orders).
Return shipping costs for international orders.
Customs duties, taxes, or fees incurred on international orders (these are imposed by your country’s customs office and are not collected by cotopaxd).

7. Questions & Support

If you have questions about our Refund Policy, need help submitting a request, or want to check the status of a pending refund, contact our customer service team at [email protected]. We aim to resolve all refund-related inquiries within 3 business days.

8. Policy Updates

We may update this Refund Policy from time to time to align with changes in our operations or customer needs. When material changes are made, we will post the updated policy on our website and notify registered customers via email. The “Last Updated” date at the top of this page reflects the most recent revisions.

Thank you for choosing cotopaxd—we appreciate your trust in our outdoor gear and are committed to making your shopping experience seamless.

— The cotopaxd Team