Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility for Returns
To be eligible for a return, your item must be:
- Unworn or unused
- In its original packaging
- Accompanied by proof of purchase
To start a return, please contact us at robyn@kootenaysocks.ca.
Returns must be approved before they are sent back. Items sent without prior approval will not be accepted.
Approved returns can be sent to:
2041 Highway 3A, Castlegar, BC, V1N 4N1
Customers are responsible for return shipping costs.
Manufacturing Defects
If you believe your item has a manufacturing defect, please contact us within 30 days of receiving your order.
Items with suspected defects do not need to be unworn or unused.
To help us assess the issue, please include:
- Your order number
- A brief description
- Photos showing the problem
Once reviewed, we will confirm next steps.
If a manufacturing defect is verified, we will either:
- Send a replacement at no cost, or
- Issue a full refund
In some cases, we may request that the item be returned for inspection.
Wear & Tear
We do not offer a warranty for regular wear and tear.
This includes:
- Holes from friction over time
- Thinning fabric
- Damage from snags or regular use or washing
If you tend to wear through other brands quickly, our socks may not be the exception. We use 100% Merino wool and add nylon in high-wear zones during the knitting process to improve durability—but some people are just hard on socks!
Wear can vary depending on footwear, activity, flooring, and individual use.
That said, our customers often tell us their socks hold up well over many years of regular use.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.
Refunds
Once we’ve received and inspected your return, we’ll let you know if your refund is approved.
If approved, it will be processed to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at robyn@kootenaysocks.ca.