Refund Policy for Cotopaxz

At Cotopaxz, we want you to be fully satisfied with your purchase of outdoor gear and apparel. This Refund Policy outlines the terms, conditions, and process for requesting a refund, including eligibility requirements, timelines, and how refunds are issued. By making a purchase through our website (www.cotopaxz.com), you agree to comply with this policy, as well as our Terms of Purchase and Privacy Policy.

1. Refund Eligibility

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

  • Timeframe: The refund request must be initiated within 60 days of the delivery date of your order. Requests made after this period will not be accepted, unless required by applicable law.
  • Product Condition: The product(s) being returned must be in their original, unused, and undamaged condition. This includes:
  • All original tags, labels, and packaging intact (e.g., product boxes, dust bags, hangtags);
  • No signs of wear, washing, alteration, or use (e.g., no stains, scuffs, or tears);
  • All accessories included with the product (e.g., shoe laces, gear straps, warranty cards) must be returned.
  • Proof of Purchase: You must provide a valid proof of purchase, such as your original order number (found in your order confirmation email) or a copy of the delivery receipt.

Non-Refundable Items

The following items are not eligible for refunds under any circumstances, unless the item is defective or we shipped the wrong product:

  • Customized or personalized products (e.g., items with embroidered names, custom-sized gear);
  • Final sale items (clearly marked as “Final Sale” on the product page at the time of purchase);
  • Products that have been used, damaged, or altered by the customer (e.g., hiking boots with worn soles, jackets with removed tags).

2. How to Request a Refund

Follow these steps to initiate a refund:

  1. Submit a Refund Request: Send an email to our customer service team at [email protected] with the following information:
  • Your full name and order number;
  • The name and SKU (if available) of the product(s) you wish to return for a refund;
  • The reason for the refund (e.g., “wrong size,” “changed mind,” “defective product”);
  • Photos of the product (if claiming damage or defect) and its original packaging (to verify condition).
  1. Receive Return Authorization (RA): Our team will review your request within 2–3 business days. If approved, we will send you an RA number and detailed return shipping instructions (including the return address). Do not ship products without an RA number—unauthorized returns may be rejected or delayed.
  2. Ship the Product(s) Back: Package the product(s) securely (using the original packaging if possible) and clearly mark the RA number on the outside of the package. You are responsible for covering return shipping costs, unless the refund is due to our error (e.g., we shipped the wrong product, the product is defective). In such cases, we will provide a prepaid shipping label.
  3. Track Your Return: Keep the shipping tracking number for your return—this allows you to monitor delivery and confirm we receive the product(s). We are not responsible for lost or damaged packages during return shipping, so we recommend using a trackable shipping method.

3. Refund Processing Timelines

Once we receive and inspect your returned product(s) (typically 3–5 business days after delivery to our warehouse), we will verify if it meets the refund eligibility criteria.

  • Approved Refunds: If your refund is approved, we will process it within 2–3 business days. Refunds are issued in United States Dollars (USD) (the same currency used for your original purchase) to the original payment method:
  • Credit/Debit Cards: Refunds typically take 5–10 business days to appear in your account, depending on your card issuer’s processing times.
  • PayPal: Refunds are usually credited to your PayPal account within 3–5 business days.
  • Other Payment Methods: Contact your payment provider for specific timelines (e.g., Apple Pay, Google Pay may take 3–7 business days).
  • Delayed Refunds: If you do not receive your refund within the expected timeframe, please check:
  • Your bank or payment provider’s transaction history (refunds may be labeled as “pending” or “credit”);
  • Your spam/junk folder for our refund confirmation email;
  • Contact our team at [email protected] with your order number and refund reference (if provided) for assistance.

4. Refund Amount

The amount of your refund depends on the reason for the return and whether the return is due to our error:

  • Standard Refunds (e.g., “changed mind,” “wrong size”): You will receive a full refund of the product purchase price (excluding any return shipping costs you paid). Since Cotopaxz offers free standard shipping on all orders, no original shipping costs will be deducted from your refund.
  • Refunds Due to Our Error (e.g., wrong product, defective item): You will receive a full refund of the product purchase price plus any return shipping costs you incurred (we will reimburse these costs separately if you provide a shipping receipt).
  • Deductions for Non-Eligible Conditions: If returned products do not meet the eligibility criteria (e.g., missing tags, minor damage), we may deduct a restocking fee (up to 20% of the product price) or reduce the refund amount to cover the cost of repairs. We will notify you of any deductions before processing the refund.

5. Special Cases

5.1 Defective or Damaged Products

If you receive a product that is defective (e.g., broken zippers, torn fabric) or damaged during shipping, please contact us within 7 days of delivery. Provide photos of the defect/damage and the shipping packaging—we may offer a full refund, a replacement product (if in stock), or a store credit, at your option. We will cover all return shipping costs for defective or damaged products.

5.2 Incorrect Products

If we ship the wrong product (e.g., you ordered a size M jacket but received a size L), notify us within 7 days of delivery. We will arrange for the incorrect product to be returned (with a prepaid shipping label) and either:

  • Ship the correct product to you (free of charge); or
  • Process a full refund (if you prefer not to receive the correct product).

5.3 Failed Deliveries

If your order is returned to us due to a failed delivery (e.g., incorrect shipping address, 无人接收，customs rejection), we will notify you via email. You may choose to:

  • Have the product reshipped (you will be responsible for any additional shipping costs); or
  • Receive a refund (minus any return shipping costs we incurred to have the product sent back to us).

5.4 International Orders and Customs Fees

For international orders, if you refuse to pay customs duties/taxes and the product is returned to us, your refund will be reduced by:

  • Any customs fees or duties we were required to pay to have the product returned;
  • The cost of return shipping from the destination country to our warehouse.

6. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or customer feedback. When we make changes, we will revise the “Last Updated” date at the top of this page and post the updated policy on our website. We may also notify you of significant changes via email (if you have an account with us and opted in to communications).

Your continued use of our website and purchase of products after the updated policy is posted constitutes your acceptance of the changes. We encourage you to review this policy regularly.

7. Contact Us

If you have questions, concerns, or need assistance with a refund request, please contact our customer service team at:

We aim to respond to all inquiries within 2–3 business days and resolve refund issues as quickly as possible.

Last Updated: 2025.09.18