Refund policy


We provide easy returns and exchanges for New Zealand orders placed on our official website (www.cotopaxi.co.nz) within 30 days of delivery, and up to 14 days after you initiate the return process.
  • Items must be unworn, in new condition as received, and include original tags and packaging.
  • Please ensure items are clean before returning. Unclean items may be refused.
  • Proof of purchase is required (e.g., receipt or online order confirmation number).
  • Returns must be processed in the country of purchase.
  • All exchanges are subject to availability.
  • Final Sale items cannot be returned. This includes gift cards and any items marked as Final Sale on our website or in retail stores.
  • We may investigate unusually high or suspicious return activity and can restrict an account where the returns process is being misused.
  • All returns should be shipped with tracking. We are not responsible for items lost during return shipping, and cannot process your return until the item is received.
Please contact us at nzllamas@cotopaxi.co.nz and we will help with processing a return. To make the returns process as fast as possible, please provide the following information in your email to us:
  • Full Name
  • Email
  • Order Number (this starts with #CP)
  • Product you are requesting to return
  • Reason for return
  • Product exchange or refund preference
Once your return arrives at our warehouse, please allow 5–7 business days for us to check and process it. When your refund has been issued we'll email you, and it can then take up to 10 business days for the funds to appear in your account, depending on your bank.

RESTOCKING FEE

If you return more than 5 units of the same item (SKU) from a single order, a restocking fee of $4 per unit applies to all returned units of that item. The fee is deducted from your refund.

DAMAGE ON DELIVERY

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please ensure the item remains unused and in the original packaging.

PACKING SLIPS

Looking for your packing slip? Just scan the QR code on your package’s courier label to view your packing list online. Printed copies will not be included with your order. Please ensure order numbers are on returns.

 

*Our Right to Reject your Purchase/Return, or Cancel An Order: The sale of products and fulfilment of orders at Cotopaxi's stores or through our e-commerce site is contingent upon product availability and discretion in managing inventory. Cotopaxi explicitly reserves the right (in its sole discretion) to limit, decline, or reject any sales, returns, and orders for any reason, without being liable for any damages or costs, except for repaying any amount received from the customer in relation to such sale or order.