Refund Policy

At Cotopaxi, we want you to be fully satisfied with your purchase. Our refund policy is designed to be transparent and straightforward, aligned with our commitment to a seamless customer experience—whether you’re returning gear or resolving payment-related issues.

1. Eligibility for Refunds

To qualify for a refund, your return or request must meet the following criteria:
  • Return Window: Refunds are only available for items returned within 60 days of delivery (the date you receive your order). Items returned after this window will not be eligible for a refund.
  • Item Condition: Products must be in "as-new" condition—unused, unwashed, with original tags, packaging, and all accessories (e.g., straps, manuals) intact. Minor handling (e.g., opening packaging to inspect size/function) does not affect eligibility, but signs of wear, damage, or modification will disqualify a refund.
  • Non-Refundable Items: Certain products are excluded from refunds, and this will be clearly noted on the product page at checkout. Examples include:
    • Personalized or custom-made gear (e.g., engraved water bottles, monogrammed backpacks)
    • Hygiene-related items (e.g., face masks, buffs) that have been opened
    • Final sale items marked "No Returns/Refunds"

2. How to Request a Refund

Follow these steps to initiate a refund—we aim to make the process as simple as possible:
  1. Request a Return Authorization (RA): Before sending back your item, email service@catapoxii.com with your order number, the name of the item(s) you want to return, and the reason for the refund. We’ll respond with an RA number within 1-2 business days—returns without an RA number will not be processed.
  1. Ship the Item Back: Package the product securely (using the original packaging if possible) and clearly mark the RA number on the shipping label. You are responsible for return shipping costs unless the refund is due to a defective product, incorrect item, or our shipping error (e.g., wrong size sent).
  1. We Inspect the Return: Once we receive your package (typically 3-5 business days after you ship it), our team will inspect the item to confirm it meets eligibility requirements. We’ll notify you via email if the return is approved or denied.

3. Refund Processing Timelines & Details

  • Approved Refunds: After your return is approved, we’ll issue the refund to your original payment method within 5-10 business days. The exact timing depends on your financial institution—most banks or credit card providers take 1-3 additional business days to reflect the refund in your account.
  • Refund Amount: You’ll receive a full refund of the product’s purchase price (in USD, our universal currency). Original shipping costs are included in the refund only if the return is due to our error (e.g., defective item, shipping mistake). Return shipping costs you incur are not refundable unless stated otherwise.
  • Gift Purchases: If the item was a gift, refunds can be issued as store credit (sent to the gift recipient) or back to the original purchaser’s payment method—specify your preference when requesting the RA.
  • Failed Payments or Cancels: If you canceled an order before it shipped, we’ll issue a full refund within 3-5 business days of cancellation. For failed payment attempts, any pending charges will be reversed within 2-3 business days (this is handled directly by your payment provider).

4. Special Cases & Exceptions

  • Defective or Damaged Items: If you receive a product that is defective, damaged, or not as described (e.g., wrong color), contact us within 30 days of delivery. We’ll cover all return shipping costs and issue a full refund, or offer a replacement—whichever you prefer. Please include photos of the defect/damage in your email to speed up the process.
  • Missing or Lost Returns: If you shipped your return but we haven’t received it, provide your tracking number to service@catapoxii.com so we can locate the package. We’re not liable for lost or misdirected returns unless you used a trackable shipping service.
  • Price Adjustments: We do not offer price adjustments for items that go on sale after your purchase. If you’re concerned about pricing, check our website for promotions before ordering—all sale prices are final at checkout.

5. Need Help?

If you have questions about your refund status, eligibility, or the return process, contact our support team at service@catapoxii.com or visit our physical address (275 South Holland Drive, Muscle Shoals Alabama 35661, United States) for in-person assistance (during our support hours: Monday-Friday, 9:00 AM-5:00 PM CT).