Refund Policy: Cotopaxs — Confidence for Every Outdoor Purchase

At Cotopaxs, we know your outdoor gear needs to perform when it matters most—whether you’re hiking a mountain, camping under the stars, or braving the elements. If your gear doesn’t meet your expectations, we’re here to make refunds simple and fair, with rules tailored to the unique needs of outdoor enthusiasts. Below’s exactly how refunds work for your Cotopaxs purchases.

1. Eligibility: What Qualifies for a Refund?

To request a refund, your item must meet these straightforward criteria—we balance flexibility for your adventure prep with fairness for our team:

  • Time Frame: 30 days from the date you receive your order. For seasonal gear (e.g., winter sleeping bags, summer hiking sandals), we extend this to 45 days if you order during off-seasons (e.g., a snow shovel in summer, a lightweight tent in winter). This lets you test the gear before your trip season starts, without rushing.
  • Item Condition: Gear must be unused, unwashed, and in its original packaging with tags attached—except for reasonable “test use” (e.g., setting up a tent once in your backyard to practice, trying on a hiking jacket to check fit, or testing a water bottle for leaks). We understand outdoor gear needs a quick “break-in” to ensure it works—just avoid taking it on a full adventure (e.g., a multi-day hike) before deciding.
  • Exceptions: Some items are non-refundable, and we’ll always mark these clearly on product pages:
  • Custom/personalized gear (e.g., embroidered backpacks, size-tailored tents, or gear with custom colorways).
  • Final sale items (tagged “Final Sale”—often discounted seasonal gear or limited-edition pieces).
  • Gear damaged due to improper use (e.g., a tent torn from being set up in high winds without proper stakes, a hiking boot scuffed from rock climbing when it’s designed for casual trails).
  • Used “adventure-ready” bundles (e.g., pre-packed camping kits that include opened toiletries or fuel canisters).

2. How to Request a Refund: Step-by-Step

We made the refund process as easy as packing a day hike bag—no unnecessary red tape:

  1. Start the Request: Email our team at [email protected] with your order number, the name of the item(s) you want to refund, and a brief note (e.g., “too small,” “not waterproof enough for my trip,” “changed my adventure plans”). No need for a detailed explanation—we get that outdoor gear needs to “click” with your needs.
  2. Get Your Return Instructions: Within 24 hours, we’ll confirm if your request is eligible. For U.S. orders, we’ll send a pre-paid return label (no cost to you). For international orders, we’ll share our return warehouse address—you’ll cover return shipping costs, but we recommend using a tracked service (lost packages can’t be refunded).
  3. Ship It Back: Pack the gear securely (reuse the original box if you can—sustainability matters for the outdoors we love!) and include a note with your order number. Drop it off at the carrier listed on the label—keep the tracking number to prove delivery.
  4. We Inspect & Approve: Once we receive your return (usually 2–3 business days after delivery to our warehouse), our team will check the gear’s condition. If it meets eligibility rules, we’ll email you to confirm your refund is approved.

3. Refund Timeline: When Will You Get Your Money?

We know you might need funds for a replacement gear purchase—we move fast to get your cash back:

  • Processing Time: After approval, we process refunds within 3–5 business days. You’ll get an email once the refund is sent to your original payment method.
  • Bank/Card Delays: Your bank or credit card issuer may take an extra 2–7 business days to post the funds to your account. This is out of our control, but we’ll help you follow up with your provider if the refund is held up.
  • Payment Method Notes:
  • Credit/debit cards: Refunds go back to the same card used to purchase—look for a “Cotopaxs Refund” line item on your statement.
  • PayPal: Refunds land in your PayPal balance within 3 business days (faster than most banks).
  • Gift cards: If you paid with a Cotopaxs gift card, your refund will be issued as a new digital gift card (sent via email) with no expiration date—perfect for restocking on gear later.

4. Special Scenarios: Damages, Defects & Adventure Emergencies

We handle outdoor-specific issues with the same flexibility we use for unexpected trail detours:

  • Damaged in Transit: If your gear arrives broken (e.g., a hiking pole snapped, a tent pole bent, a waterproof jacket with a tear), email us within 48 hours of delivery with photos of the damage and your order number. We’ll skip the return (keep the item for parts if you want!) and process a full refund immediately—or send a replacement for free (subject to stock) if you need it for an upcoming trip.
  • Defective Gear: If your gear fails during normal use (e.g., a sleeping bag leaks, a backpack strap breaks, a water filter stops working) within 30 days of receipt, we’ll refund you in full—even if you’ve used it on a trip. Just email us with details and photos of the defect, and we’ll resolve it without hassle.
  • Adventure Cancellations: If your trip is canceled last-minute (e.g., due to weather, trail closures), we’ll extend the refund window by 10 days—just let us know when you request the refund, and include a brief note (e.g., “Mountain hike canceled due to snow”).
  • Warranty-Related Refunds: Most Cotopaxs gear comes with a 1–5 year warranty (details on product pages) for defects in materials/workmanship. If your gear fails after the 30-day refund window but within the warranty period, we’ll repair, replace, or refund you—whichever works best for your next adventure.

5. What Doesn’t Qualify for a Refund?

To keep things clear, here’s what we can’t refund—no hard feelings, just honesty:

  • Gear returned after the eligible time frame (30 days, or 45 days for seasonal items).
  • Gear that’s worn, washed, or damaged from improper use (e.g., a tent ruined by leaving it set up in a storm).
  • Final sale or custom items (marked on product pages—always double-check before buying).
  • Lost or stolen packages: If tracking shows your order was delivered but you never received it, we can’t refund you (this is a carrier issue). We’ll help you file a missing package claim with USPS/UPS/DHL, but we can’t cover lost deliveries.

6. Need Help? Reach Out

If you’re stuck on a refund—whether you can’t find your order number, need to rush a refund for a trip, or have questions about eligibility—email our team at [email protected]. We’re outdoor enthusiasts too, so we get the urgency of gear needs. We reply within 24 hours on weekdays (48 hours on weekends/holidays) and will walk you through every step.

At Cotopaxs, refunds aren’t just a policy—they’re a promise that we stand behind the gear you rely on for your adventures. We want you to shop with confidence, knowing if something’s not right, we’ll make it right.

— The Cotopaxs Team