Kootenay Co-op Return Policy
We want to make sure you are satisfied with what you purchase at your Co-op. You can return your product within 30 days of purchase, with some restrictions. Here are the details on what you can and cannot return.
Return Policy
- Returns can be made within 30 days of purchase with proof of purchase. See restrictions noted below.
- A receipt is required for non-members. Receipt is encouraged for members as it will speed up the return process, however we can process without a receipt as we can find the transaction on your member account.
- Refunds are issued based on the original payment method or credited to your member account.
- If you are unable to return to the store within 30 days, contact Member Services within 30 days. You will need to send an email with a photo of the product and details of the issue to our Member Services team at info@kootenay.coop. Any returns processed over the phone will receive store credit.
What You Can Return
- Shelf stable products may be returned for any reason, as long as they are in original condition. This means they must be unused, undamaged, unopened with intact packaging and tags.
- Appliances (diffusers, massage guns, espresso grinders, etc.) may be returned beyond 30 days if the manufacturer offers a longer warranty.
- Items with a quality issue, including but not limited to
- Moldy or stale product
- Unsealed or expired product
- The product tastes off or not as it should
What You Cannot Return
Unless there is a quality issue, we do not accept returns on products we cannot resell, such as:
- Perishable items like fresh produce, meat, dairy, floral, plants, bakery or bulk items.
- Open or used products
- Undergarments
- SPOs (Special Purchase Orders)
We do not accept returns for any reason on:
- Discounted or clearance items
- Gift cards
- City of Nelson garbage tags
Online Shop Purchase Return Policy
If we send you the wrong product, a faulty product, or something that is not fresh, we will happily provide a credit card refund within 30 days of purchase. If you would like to return a product that meets these criteria, please take a picture of the product and email it to onlineshop@kootenay.coop (*In-store Return Policy rules apply).
*We reserve the right to change our return policy at any time.
Class Cancellation Policy
If you cannot attend a class up to 48 hours before scheduled, we will apply a credit to your account or an in-store gift card. Cancellations within 24 hours of the scheduled class are not eligible for credit – unless we are able to fill your spot.
The Kootenay Co-op reserves the right to cancel the class if less than 6 people are registered 24 hours prior to the class. A refund will be given for all cancelled classes.
