RETURNS AND REFUNDS

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We want you to be happy with every product you buy from Koksoak Outdoor. We work hard to ensure our products meet your expectations for quality and durability. If you are not satisfied with any of our products, you can return them within 30 days of receipt.

If 30 days have passed since you received your product, we unfortunately cannot offer you a refund or exchange.

To make a return, you must first contact us by email at sales@koksoak.com . You will need to provide us with a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

To be eligible for a full refund or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging, and you must have retained and returned any product tags, if applicable.

Non-refundable or non-exchangeable items

Several types of products cannot be returned. Perishable goods such as food or other consumables cannot be returned. We also do not accept intimate or sanitary products, nor hazardous products such as gas cylinders or flammable liquids.

Other items that cannot be returned or refunded:

  • Gift cards
  • Free products and their shipping costs
  • First aid kits or health and personal care products

Here are some situations where only a partial refund is granted:

  • Any item that is not in its original condition, is damaged, or has missing parts for reasons not due to our error or manufacturing defect.
  • Any item that is returned more than 30 days after receipt.

Refunds (if applicable)

Once we have received and inspected the returned item, we will send you an email to confirm receipt. We will also inform you of our decision regarding the approval or rejection of your refund request. If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 7 days.

If the returned item is accepted and fully meets the conditions listed above, here are the fees that will be refunded to you:

  • The total cost of the product shown on your invoice, including taxes
  • Shipping costs applicable to this product and charged at the time of your order

Here are the expenses that will not be reimbursed:

  • Your shipping costs to return the product to us
  • Any customs fees incurred during the purchase, if applicable

Here are the fees we could deduct from your refund amount (if applicable)

  • The customs fees that would be charged to us for receiving your return

Request for a refund for items ordered but not received (if applicable)

For most of our products, including our free products plus shipping costs, a full refund may apply if the product, for reasons beyond our control, is not delivered to you within the 70 days from the date of your order. Before this period, no refund requests will be accepted. If 70 days have passed since your order and the item has not been received, a full refund will be issued. Please note that this policy does not apply to knives, hatchets, and saws.

Request for a refund for knives, hatchets and saws ordered but not received (if applicable)

These products are considered "sensitive" by postal or customs services and may therefore require further inspection or be returned to the manufacturer. In the case of these items, Koksoak reserves the right to ship your order in two installments, which could significantly increase delivery times. Delivery times may therefore be [duration missing]. beyond 12 weeks. Therefore, we will not issue any refunds for these items within 84 days of your order. If 84 days have passed since your order and the item has not been received, a full refund will be issued.

Late or missing refund (if applicable)

If you have not yet received your refund, please check your bank account again first.

Next, contact your credit card issuer, as there may be a delay before your refund is officially posted.

Next, contact your bank. There is often a processing time required before a refund is posted.

If, after completing all these steps, you still haven't received your refund, please contact us at: sales@koksoak.com

Sale items (if applicable)

Only items at regular price are eligible for a refund. Unfortunately, sale items are not refundable, but a gift certificate may be issued.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you wish to exchange it for the same item, please contact us at sales@koksoak.com

Gifts (if applicable)

If the returned item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be emailed to you.

If the item was not marked as a gift at the time of purchase, or if the gift giver preferred to receive the item first to give it to you later, we will send a refund to the gift giver and they will be notified that you returned the item.

Shipping of returned items

To return a product, you must first contact Koksoak at sales@koksoak.com. We will then provide you with instructions and the return shipping address. You will be responsible for paying your own shipping costs for returning your item.

Depending on where you live, the time it takes to receive your exchanged product may vary.

If you are shipping an item worth over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

For any questions regarding our return and refund policy, please contact our customer service department at the following email address: sales@koksoak.com

You can also write to us at this postal address:

Koksoak Outdoor
CP 55055 BP Vieux-Longueuil
425 Saint-Charles Street West
Longueuil, Quebec, Canada
J4H-0A2