Cotopaxisaleofficial Refund Policy

Refund Policy of Cotopaxisaleofficial

Last Updated: 2025.10.18
At Cotopaxisaleofficial, we want you to be fully satisfied with your purchase of our outdoor products and participation in our adventure experiences. This Refund Policy outlines the terms and conditions for requesting and processing refunds, including eligibility requirements, timelines, and exceptions. By making a purchase or booking an experience through our website (cotopaxisaleofficial.com), you agree to the provisions of this Policy. For additional context, this Policy aligns with our Terms of Purchase and Terms of Use—please refer to those documents for related details.

1. Eligibility for Refunds

We offer refunds in specific scenarios, provided the requirements below are met. Refund eligibility varies slightly depending on whether you are requesting a refund for a product purchase or an adventure experience booking.

1.1 Product Purchase Refunds

You may be eligible for a full refund (in United States Dollars, USD) for a product if:
  • The product is returned within 60 days from the date of delivery (as confirmed by the carrier’s delivery confirmation).
  • The product is in its original, unused, and undamaged condition—this includes intact original packaging, attached tags, and all included accessories (e.g., user manuals, storage bags, warranty cards).
  • The product was not personalized, custom-made, or a perishable item (e.g., outdoor food kits). These excluded items will be clearly marked on the product’s detail page on our website.

1.2 Adventure Experience Refunds

You may be eligible for a refund for an adventure experience booking if:
  • You cancel the booking at least 14 days before the scheduled start date of the experience (for domestic experiences) or 21 days before the start date (for international experiences).
  • The experience is canceled by Cotopaxisaleofficial due to unforeseen circumstances (e.g., extreme weather, safety risks, or insufficient participant numbers). In such cases, we will notify you as soon as possible and offer a full refund or the option to reschedule at no additional cost.
  • You are unable to participate due to a verified medical emergency (supported by a doctor’s note) or a significant life event (e.g., immediate family illness). We will review these requests on a case-by-case basis and may approve a partial or full refund.

2. Non-Eligible Scenarios for Refunds

We cannot process refunds in the following situations:
  • Products returned after the 60-day window from delivery, or products that are used, damaged, altered, or missing original packaging/accessories.
  • Adventure experience bookings canceled less than 14 days (domestic) or 21 days (international) before the start date, unless due to a verified emergency (as outlined in Section 1.2).
  • Products or experiences purchased through third-party retailers or partners (refunds for these must be requested directly from the third party, per their own policies).
  • Digital products or downloadable content (e.g., adventure guide PDFs) once access has been granted, as these are non-returnable.
  • Shipping costs for returned products are not refundable—however, Cotopaxisaleofficial provides free global return shipping for eligible product returns (we will send you a prepaid return label upon approval of your return request).

3. How to Request a Refund

3.1 Product Refund Request Process

To request a refund for a product, follow these steps:
  1. Initiate the Request: Send an email to our customer service team at [email protected] with the subject line “Product Refund Request.” Include your order number, the name/model of the product, the date of delivery, and a brief explanation of why you are requesting a refund (e.g., “product does not fit,” “changed mind”).
  1. Provide Documentation (if needed): If the product is damaged or defective, attach clear photos of the issue (e.g., a tear in fabric, malfunctioning zipper) to help us review your request.
  1. Receive Approval: Our team will review your request within 2–3 business days. If approved, we will send you a return authorization (RA) number and a prepaid return shipping label via email.
  1. Ship the Product: Package the product securely, include the RA number inside the package, and attach the prepaid label to the outside. Drop off the package at the designated carrier location (as indicated on the label) within 7 days of receiving the RA number.
  1. Confirm Receipt and Process Refund: Once we receive and inspect the returned product (typically 3–5 business days after delivery to our warehouse), we will send you a confirmation email that your refund has been approved.

3.2 Adventure Experience Refund Request Process

To request a refund for an adventure experience booking:
  1. Submit the Request: Email our experience team at [email protected] with the subject line “Adventure Refund Request.” Include your booking confirmation number, the name of the experience, the scheduled start date, and the reason for cancellation (attach a doctor’s note or other supporting documentation if the request is due to an emergency).
  1. Review and Approval: Our team will review your request within 3–4 business days. If approved, we will send you a confirmation email outlining the refund amount and timeline.
  1. Rescheduling Option: If your booking is canceled due to Cotopaxisaleofficial’s decision, we will offer you the choice between a full refund or rescheduling the experience to a later date (at no extra cost). You must respond to this offer within 7 days to confirm your preference.

4. Refund Processing Timeline and Method

  • Processing Time: Once your refund is approved (either after we inspect a returned product or approve an experience cancellation), we will initiate the refund within 1 business day. The time it takes for the refund to appear in your account depends on your original payment method:
    • Credit/debit cards: 5–10 business days (processing times may vary by your card issuer).
    • PayPal/ digital wallets: 3–5 business days.
    • Bank transfers: 7–10 business days.
  • Refund Method: Refunds will be credited back to the original payment method used for the purchase. We cannot process refunds to a different payment method (e.g., if you paid with a Visa card, the refund will go back to that Visa card).
  • Partial Refunds: In some cases (e.g., partial cancellation of an experience booking, or a product with minor damage that is still usable), we may offer a partial refund. The amount of the partial refund will be determined by our team based on the situation and will be clearly communicated in the approval email.

5. Special Notes for International Refunds

  • Customs and Duties: For international product returns, you are responsible for declaring the package as “returned goods” to avoid additional customs fees or duties. Cotopaxisaleofficial is not liable for any customs charges incurred during the return process.
  • Currency Conversion: Refunds for international purchases will be processed in USD (the original currency of the transaction). Your bank or payment provider may apply a currency conversion rate at the time the refund is credited, which could result in a slight difference in the amount received in your local currency (we are not responsible for these conversion differences).

6. Changes to This Refund Policy

Cotopaxisaleofficial reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting the revised Policy on our website, with the “Last Updated” date adjusted to reflect the change. We encourage you to review this Policy periodically before making a purchase or requesting a refund. Your continued use of our services after changes are posted constitutes your acceptance of the revised Policy.

7. Contact Us

If you have questions about this Refund Policy, need help with a refund request, or want to appeal a denied refund, please contact our customer service team at:
  • Mailing Address: 3317 Tree Frog Lane, Kansas City Missouri 64106, United States