Warranty & Repairs

Our Warranty Policy

We stand behind our products and our Guaranteed for Good™ promise to make gear that's as durable and sustainable as possible. If there's a problem with your gear, we'll make things right, while always keeping sustainability in mind.

We will replace or repair any item that has been affected by a manufacturing defect for the lifetime of the product. A product’s lifetime is not an indefinite period of time—it's an estimate based on how well a product can realistically maintain its functionality. The way the product is used directly impacts the length of a product’s functional lifetime. Materials will deteriorate and fade over time, and moving parts, like zippers, buckles, snaps, and wheels will wear with use. This lifespan will be determined at the reasonable discretion of our Warranty & Repairs Team. Factors that will be considered include, but are not limited to:

  • Type of product, material, and intended use
  • How it was used, and the nature of the issue
  • Age of product

What's Not Covered

  • Dirty or unwashed items. Please clean your item before sending it in or it will not be accepted
  • Pilling, abrasion, pinholes, or other cosmetic wear and tear that does not affect the function and performance of the product outside of normal wear or intended activity
  • Rips, punctures, and burns (e.g., from a campfire) caused in the field or from normal wear
  • Products that shrink or are damaged when laundered contrary to our care instructions
  • Damage resulting from animals (e.g., your dog chewed up your hip pack)
  • Accidental damage, including the use of sharp blades when opening packages
  • Lost, stolen, or damaged during personal trips or while traveling

The Replacement Process

To file a claim, you can do so online by emailing the following information to NZllamas@cotopaxi.co.nz. If your claim is approved as a valid warranty, your product will be replaced with the same SKU. If your product has been updated, you will be sent the latest version. If your product is out of stock or has been discontinued, you will receive credit for the current purchase price. We are unable to provide refunds to the original form of payment.

Please contact us at NZllamas@cotopaxi.co.nz and we will promptly help with processing a warranty Claim. To make the claim process as fast as possible, please provide the following information in your email to us:

First Name:
Last Name:
Order Number:
Product you are returning:
Reason for return:
Product exchange or refund:
Images of the fault: 

Warranty & Repairs FAQs