Returns for Exchange / Store Credit & Cancellation Policy

Please review carefully before purchasing — our goal is to make every Cold Cactus experience smooth, fair, and transparent.

Cancellation Policy

We DO NOT allow cancellations of orders. Please be a mindful shopper. Because payment processors charge non-refundable fees, Cold Cactus cannot recover those costs once a transaction is submitted.

If you realize an error in your order, please email care@coldcactusboutique.ca as soon as possible. We’ll gladly make necessary corrections when inventory allows.

In rare cases where a cancellation is approved, a 10% restocking fee will apply.

Returns for Store Credit or Exchange

To start a return or exchange, please visit our Return Portal.

In an effort to reduce expensive and time-consuming returns, Cold Cactus asks customers to check all sizing carefully and to reach out with any sizing or fit questions prior to making a purchase. Our preferred form of communication is by email at care@coldcactusboutique.ca.

Eligibility

We gladly accept returns for exchange or store credit only when all conditions below are met:

• Timelines: Returns for store credit or exchange must be initiated within 14 days of delivery or 14 days of in-store purchase date (30 days for regularly stocked denim) and promptly sent back.
• Shipping: Customers are responsible for return-shipping costs unless they opted into CC Package & Return Protection at checkout (in which case the label is free). Cold Cactus covers the cost of shipping the replacement item for approved exchanges only. Labels must be obtained through our Return Portal.
• Condition: Items must be new and unworn, free from marks, stains, odours, and animal hair.
• Tags: All original tags must be attached.
• Footwear: Boots and shoes must be returned in their original box, which must then be placed inside a separate shipping container (box or polymailer). Using the shoe box itself as the shipping vessel will result in refusal and the item being returned at the customer’s expense.
• Shipping Method: U.S. returns must be sent via USPS. Within Canada, use the carrier for which the label was generated in our Return Portal. Cold Cactus is not responsible for lost, stolen, or damaged returns — please retain tracking proof.

Final Sale Items

• All sale items, including any purchase made during a promotional event at 20% off or more, and accessories are final sale and cannot be returned.
• Special orders and CC Package & Return Protection fees are non-refundable.

Cold Cactus reserves the right to refuse any returns that do not meet these requirements.

Processing & Store Credit

Once your return arrives and passes inspection, processing takes 2–3 business days:

• Exchanges: We’ll ship the new item free of charge and email tracking details.
• Store Credit: You’ll receive an email with a credit code for the item value (minus shipping and protection fees). Credits never expire.

Please note: Inventory is not reserved until we receive and process your return.

Need a faster swap? Select Instant Exchange in our Return Portal — we’ll place a refundable deposit to secure your new item and ship within our typical 2–3 business days. As long as the return item is back in the mail to us within 7 days, the deposit is not captured.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please file a claim through the Claims section of our Return Portal within 3 business days of delivery.

Our team will review your claim promptly and help make it right.