Cotopaxi Refund Policy: Trustworthy Returns for Your Adventure Gear

At Cotopaxi, we build outdoor gear to keep up with your hikes, camps, and climbs—but if a product doesn’t fit your journey, we want to make returns and refunds simple. This Refund Policy outlines the rules for eligibility, how to request a refund, and what to expect during the process, so you can shop with confidence knowing we’ve got your back.

1. Refund Eligibility: What Qualifies?

To qualify for a refund, your request must meet these standards—designed to protect both you and the integrity of our outdoor gear (many of which are tested for durability and safety):

Timeframe: You must request a refund within 60 days of the delivery date (we extend this window to account for outdoor planning—e.g., buying a tent in winter for a summer trip). Requests after 60 days will not be approved, except for defective gear (see Section 4).
Gear Condition:
Unused Gear: Must be in original packaging with all tags, accessories, and parts included (e.g., a backpack with its dust bag, a tent with all stakes and poles, a jacket with hang tags intact). No signs of wear, dirt, or damage from outdoor use.
Used Gear: We understand you may test gear before a big adventure (e.g., trying a sleeping bag overnight in your backyard). Used items are eligible if:
They show minimal, non-damaging wear (no rips, stains, or scratches from rocks/trails).
All original parts are included (e.g., a hydration pack’s bladder and tube, a jacket’s hood).
They haven’t been modified (e.g., cut straps, altered zippers) or misused (e.g., a daypack overloaded beyond its weight limit).
Excluded Items: The following are non-refundable unless defective or shipped in error:
Final-sale items (clearly marked “Final Sale” on the product page or during checkout—common for limited-edition gear or seasonal closeouts).
Customized gear (e.g., monogrammed backpacks, personalized trail maps).
Hygiene-focused accessories (e.g., face masks, neck gaiters, liners for sleeping bags) for health safety.
Gear damaged due to improper care (e.g., a waterproof jacket machine-washed with harsh detergents) or neglect (e.g., leaving a tent exposed to extreme weather).

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

Requesting a refund for your Cotopaxi gear is straightforward—follow these steps to get started:

Step 1: Initiate the Request

Email our customer service team at [email protected] with the following details (missing info may delay your request):

Your full name (as it appears on your order).
Order number (found in your order confirmation email or account dashboard).
Product name and SKU (located on the product tag or order details—e.g., “Allpa 35L Backpack, SKU: CT-ALL-35”).
Reason for the refund (e.g., “backpack too small for multi-day hikes,” “tent doesn’t fit my camping group,” “jacket not warm enough for cold trails”).
Photos (if applicable):
For unused gear: Photos of the original packaging, tags, and any damage (if you received a defective item).
For used gear: Clear photos of the gear’s current condition (front/back, any wear spots) and all included parts.

Step 2: Get Return Instructions

We’ll review your request within 24–48 business hours (Monday–Friday) and email you with:

A pre-paid return label (free for domestic orders; international orders qualify for a shipping cost reimbursement via store credit).
Our return warehouse address (do not use the shipping address from your order—this ensures your gear reaches our inspection team).
A unique Return Authorization (RA) number—write this on the outside of your package (missing RA numbers lead to delayed processing or lost gear).

Step 3: Ship the Gear Back

Pack the gear securely to avoid damage during transit (use the original box if possible—add bubble wrap for fragile items like tent poles or hydration bladders).
Attach the pre-paid label (remove old shipping labels first) and drop the package off at the designated carrier (e.g., UPS, FedEx, USPS—note the carrier in our email).
Keep the return tracking number from the carrier—this lets you monitor delivery to our warehouse and helps us locate your gear if there are delays.

3. Refund Processing: Timeline & Method

a. Processing Timeline

Warehouse Inspection: Our team will inspect your returned gear within 3–5 business days of receipt. We check for eligibility (condition, RA number, included parts) to ensure compliance with this policy.
Approval/Rejection Notification: We’ll email you within 2 business days of inspection:
If approved: Your refund will be processed immediately.
If rejected: We’ll explain the reason (e.g., “gear has trail damage,” “missing tent stakes”) and offer to ship the gear back to you (at your cost, unless the rejection is due to our error).
Refund Crediting: The time it takes for the refund to appear in your account depends on your original payment method:
Credit/debit cards: 5–7 business days (varies by bank).
PayPal: 2–3 business days.
Apple Pay/Google Pay: 3–5 business days.

b. Refund Amount

Standard Refunds: You’ll receive a refund for the full purchase price of the gear (excluding original shipping costs, unless the refund is due to our mistake—e.g., wrong size shipped).
Promotional Orders: If you bought the gear with a discount code, gift card, or during a sale, the refund will be for the amount you actually paid (not the original retail price).
Tax Refunds: Taxes will be refunded only if the entire order is returned (or if the refund is for a defective item). Tax refund timelines follow local laws and may take 7–10 additional days.

4. Special Cases: Defective or Incorrect Gear

If you receive gear that’s defective (e.g., a zipper that breaks on first use, a tent seam that leaks, a backpack strap that tears) or incorrect (e.g., wrong size, wrong color, missing part—our mistake), we’ll resolve it quickly to avoid ruining your adventure:

Timeframe: You can request a refund for defective/incorrect gear within 90 days of delivery (extended to let you test the gear in real outdoor conditions).
No Condition Restrictions: Even if you’ve used the gear (to confirm the defect), we’ll still process the refund—just share photos of the issue (e.g., a broken buckle, leaking tent) to help us improve quality.
Fast Resolution: We’ll either:
Send a replacement gear for free (with expedited shipping if you have an upcoming trip).
Process a full refund (including original shipping costs) within 1 business day of verifying the issue.
Return of Defective Gear: We may ask you to send back the defective item (we’ll cover return shipping) to analyze the issue and prevent future problems.

5. Important Exceptions & Limitations

Lost or Damaged in Transit: If your returned package is lost or damaged by the carrier, we’ll work with the carrier to file a claim. If the package is confirmed lost, we’ll process a refund or send a replacement at no cost to you—no need to resubmit your request.
Gear Affected by Normal Wear: We can’t refund gear that shows damage from regular outdoor use (e.g., a jacket scuffed from a hike, a backpack with minor dirt stains). Our gear is built for durability, but normal wear is expected and not a defect.
Adventure Disruptions: We can’t issue refunds for gear because your outdoor trip was canceled (e.g., bad weather, schedule changes)—but we can help you exchange the gear for a different product that fits your next journey.

6. How to Check Refund Status

To track your refund:

Use the return tracking number to monitor delivery to our warehouse (via the carrier’s website).
Email [email protected] with your order number and RA number—we’ll share the latest update (e.g., “package received,” “refund processed”).

7. Contact Us for Refund Questions

If you have questions about this policy, need help with a refund request, or want to follow up on a pending refund, reach out to our team at:

Email: [email protected]
Subject Line: “Refund Request” or “Refund Status”

We respond to all refund inquiries within 24 business hours (Monday–Friday) and are happy to help you navigate the process—especially if you’re gearing up for an upcoming adventure.

At Cotopaxi, we stand behind every piece of gear we make. If it doesn’t work for you, we’ll make it right. Thank you for trusting us with your outdoor journeys.