Important: If your Cougar item was bought from a third-party retailer or website other than cougarshoes.com, please contact the original seller for assistance with exchanges, returns or warranty inquiries. 

For online purchases made directly through Cougar’s website, exchanges and refunds cannot be processed in-store. All such requests must be handled by mail through customersupport@cougarshoes.com. 
  

 

ONLINE ORDERS 

Your satisfaction is important to us. If you're not completely happy with your order, you may exchange or returns it within 30 days of receiving your shipment, provided it meets the following criteria.

Eligible items must be: 

•    New, unused, and in original condition. Footwear must not be worn and must remain flawless. (Tip: Try shoes on indoors, on a clean and soft surface.) 
•    Returned with all original tags, packaging, and components. Shoes must include the original box and packing materials.
•    Accompanied by proof of purchase (confirmation email or order number). 
Note: If your purchase was made through a retail store or another website, please direct any warranty claims to the original seller.

For hygiene reasons, accessories are final sale and cannot be exchanged or refunded. 
  

EXCHANGES 

For a smoother experience, we suggest placing a new order for the item you want and then returning the original one for a refund. 

To process an exchange: 

1.    Email customersupport@cougarshoes.com with your order number and reason for the exchange.
2.    If approved, we will provide you with a Return Merchandise Authorisation number (RMA) as well as a prepaid shipping label for exchange shipments.
3.    Package the item securely and make sure to display the RMA number we’ve provided clearly. Use the original packaging if available. 
  

REFUNDS 

To request a refund, please email info@cougar.com.

 
Refunds will be issued to the original form of payment used at checkout and should appear on your next statement after processing. You will also receive a confirmation email once your return is complete. 

Customers are responsible for covering return shipping costs. Cougar does not offer prepaid return labels, so we recommend using tracked, insured shipping services. Cougar is not liable for lost return shipments. 

Shipping fees from the original order are non-refundable.

Keep your return tracking number for reference. We may need it if further assistance is required. 

  

EXCHANGE & REFUND CONDITIONS 

 

•    Exchanges and refunds must be initiated within 30 days of receiving your item(s). 
•    Items purchased at a Cougar retail store cannot be returned online. 
•    Fit or sizing concerns do not qualify as product defects; customers must cover return shipping. 
•    We cannot accept exchanges or returns for items bought from other retailers or websites. 
•    Orders placed on cougar.com are not eligible for in-store refunds. 
•    For help with promo codes used on original purchases, email us at customersupport@cougarshoes.com. 

•    Cougar Canada Ltd. offers free shipping on exchange shipments. However, return shipping costs for refunds are the customer's responsibility. 
  

EXCHANGING OR RETURNING GIFTS 

Gift returns or exchanges require an order number or receipt. Exchanges can only be handled by the person listed on the original order. Refunds will be credited back to the original purchaser's payment method. 

Please keep the order confirmation number or share it with the gift recipient. 
  

ADDRESS CORRECTIONS 

If you made a mistake in your delivery address, email customersupport@cougarshoes.com within 24 hours of purchase with your order number and the correct address. We’ll do our best to assist. 

Note: For security reasons, we cannot change the delivery address. If modifications need to be made, you will need to cancel your order and place a new order.