Cotopaxn Refund Policy

At Cotopaxn, we want you to feel confident in every purchase—whether you’re buying outdoor gear or booking an immersive experience. This Refund Policy outlines the terms, conditions, and processes for requesting and receiving refunds, ensuring transparency and clarity for our community of adventurers. By making a purchase on our website, you agree to comply with this policy.

1. Eligibility for Refunds

Refunds are available for qualifying purchases that meet the criteria below. Please note eligibility varies slightly between products and experiences—details are outlined separately.

1.1 Product Refunds

You may request a full refund for any unused, undamaged, and unaltered product if:

  • The request is submitted within 60 days of the delivery date (as confirmed by the shipping carrier’s delivery confirmation).
  • The product is returned in its original packaging, with all tags, labels, and accessories intact (e.g., product manuals, warranty cards, carrying cases).
  • The product has not been customized or personalized (custom items are non-refundable unless defective or damaged upon receipt).

Products that are not eligible for refunds include:

  • Items damaged due to improper use, neglect, or wear and tear after delivery.
  • Products returned without original packaging or missing components.
  • Final sale items (clearly marked as “Final Sale” on the product page at the time of purchase).

1.2 Experience Refunds

You may request a refund for a booked outdoor experience if:

  • The request is submitted at least 14 days before the scheduled start date of the experience (for standard bookings).
  • The experience is canceled by Cotopaxn due to unforeseen circumstances (e.g., extreme weather, safety risks, or insufficient participant numbers).
  • You are unable to attend due to a documented medical emergency (requires a doctor’s note submitted within 7 days of the experience start date).

Experiences that are not eligible for refunds include:

  • Requests submitted fewer than 14 days before the experience start date (unless covered by the medical emergency clause above).
  • No-shows (failure to attend the experience without prior notice).
  • Cancellations due to personal travel disruptions (e.g., missed flights, delayed transportation) that are not related to Cotopaxn’s services.

2. How to Request a Refund

Follow these steps to initiate a refund for a product or experience:

2.1 Product Refund Request

  1. Submit a Refund Request: Email our customer service team at [email protected] with the subject line “Product Refund – [Your Order Number].” Include:
  • Your full name, order number, and contact information.
  • The product name, SKU, and quantity you wish to return.
  • A brief reason for the refund (e.g., “wrong size,” “changed mind”).
  • Photos of the product and packaging (if the item is defective or damaged upon receipt).
  1. Receive Return Instructions: Our team will review your request within 24-48 business hours. If approved, we’ll send you a confirmation email with:
  • A return authorization (RA) number (required for processing).
  • The address to ship the product back to (Cotopaxn’s warehouse or designated return center).
  • Details on how to track your return shipment.
  1. Ship the Product: Send the eligible product to the provided address, clearly labeling the package with your RA number. You are responsible for return shipping costs unless the product is defective, damaged, or incorrect (in which case we will reimburse your return shipping fees upon receipt and inspection).

2.2 Experience Refund Request

  1. Submit a Refund Request: Email our experience coordination team at [email protected] with the subject line “Experience Refund – [Your Booking Confirmation Number].” Include:
  • Your full name, booking confirmation number, and contact information.
  • The name and date of the experience you wish to cancel.
  • Supporting documentation (if applicable: doctor’s note for medical emergencies, proof of Cotopaxn-initiated cancellation).
  1. Receive Refund Confirmation: Our team will review your request within 24 business hours. If approved, we’ll send a confirmation email outlining the refund amount and processing timeline.
  2. No Return Required: Unlike products, experiences do not require physical return—your refund will be processed directly to your original payment method once approved.

3. Refund Processing Timeline

We strive to process refunds as quickly as possible. Here’s what you can expect:

3.1 Product Refunds

  • Inspection of Returned Product: Once we receive your returned product at our warehouse, our team will inspect it to verify eligibility (e.g., condition, original packaging) within 3-5 business days.
  • Refund Initiation: If the inspection passes, we will initiate the refund to your original payment method within 1 business day of approval.
  • Refund Delivery: Refunds typically take 5-10 business days to appear in your account, depending on your payment provider (e.g., credit card issuers may take longer to process the refund than debit card providers).

3.2 Experience Refunds

  • Refund Initiation: For approved experience refunds, we will initiate the refund within 1-2 business days of confirming your request.
  • Refund Delivery: Similar to product refunds, experience refunds take 5-10 business days to reflect in your account, depending on your payment method.

4. Special Cases & Exceptions

4.1 Defective or Damaged Products

If you receive a product that is defective, damaged, or incorrect (e.g., wrong size, wrong color) upon delivery:

  • You must notify us within 7 days of the delivery date (via email to [email protected]) with photos of the item and packaging.
  • We will cover all return shipping costs (provide a shipping label upon request) and process a full refund or send a replacement (your choice) within 5-10 business days of receiving the defective item.

4.2 Cotopaxn-Initiated Cancellations

If we cancel a product order (e.g., due to stock unavailability) or an experience (e.g., safety concerns), we will:

  • Notify you via email within 24 hours of the cancellation.
  • Initiate a full refund to your original payment method automatically (no action required on your part).
  • Offer a 10% discount on your next purchase (valid for 6 months) as a token of appreciation for the inconvenience.

4.3 Currency & Fees

All refunds are processed in United States Dollars (USD) (consistent with our payment currency policy). We do not charge any fees for processing refunds. However, your bank or payment provider may apply foreign transaction fees or currency conversion fees for international refunds—these are beyond Cotopaxn’s control.

5. Checking Refund Status

To check the status of your refund:

  • Product Refunds: Use the tracking number provided in your return instructions to monitor the shipment of your returned product. Once the product is received and inspected, we’ll send an email confirming the refund initiation.
  • Experience Refunds: Reply to your refund confirmation email or contact [email protected] with your booking number for an update.
  • Payment Provider Follow-Up: If you haven’t received your refund within 10 business days of initiation, contact your bank or payment provider—they may have additional processing steps.

6. Contact Us

If you have questions about this Refund Policy, need help initiating a refund, or want to follow up on a pending refund, please contact our customer service team at:

Email: [email protected]

We respond to all inquiries within 24-48 business hours.

Thank you for choosing Cotopaxn—we’re committed to making your adventure and purchase experience as smooth as possible.