Return and Refund Policy
The customer to obtain a full refund or a replacement must make the request for exchange of products within 72 hours after receiving the merchandise. If your order is defective or damaged upon arrival, please contact us via email:
firstname.lastname@example.org or by phone +51 984 982 698 and we can help to fix it for you.
Our return requirements:
- Contact us first through our email:email@example.com or by phone; +51 984 982 698
- Make sure your product is still in its original packaging.
- Include your order ID and delivery address inside your package.
- Leave a note on the package with your reason for return.
- We do not accept returns that have been used / used
- Return within 10 business days of receiving the package to be eligible for a refund.
Product exchange:The customer can exchange the products received for others of equal or greater value than those that are exposed in our virtual store, provided that the product to be exchanged is not open and in the same conditions in which it is sent. All expenses derived from said exchange will be in the name of the client.
The product exchange request must be made within 72 hours after the customer receives the merchandise. .
Opening packages: For your safety, always open the package in the presence of the carrier and indicate in writing in the reference guide that accompanies each order, any deficiencies you may find.
Cancellation of orders: The customer can cancel his order as long as it has not left our warehouse and is in the hands of the courier.
In these cases, a penalty of 5% of the amount paid on your order is incurred. This will refund the customer the amount paid, except 5% of that amount which will be billed as operating expenses.
Refund of amounts: If there is a total or partial refund of the amount paid by the client, it will be made in the same way and with the same payment method used by the client. A payment order will be issued for the total amount paid and the expenses that could be generated using the means of payment will be the sole responsibility of the client.
In the event that the payment method cannot be used to return the amount to the client, we will choose any other means that both Etno Alpaca and the client can access, preferably methods to send money online.
Etno Alpaca is also subject to mediation by the Arbitration Center of the Cusco Chamber of Commerce and / or the Consumer Defense Institute, INDECOPI, in Lima (Peru). If the judicial procedure is chosen, without going through administrative channels to the bodies mentioned in the previous paragraph to resolve the dispute, the parties submit to the courts and tribunals located in the city of Lima (Peru).
San Agustin 204, Cusco Perú
Postal Code : 08002