Return & Cancellation Policy
Return & Cancellation Policy
We respect your rights as a customer and want you to feel confident shopping with us. Below you’ll find all the details of our return and refund process, including your rights under EU consumer law.
Right of Withdrawal (EU Customers)
If you are located in the EU, you have the legal right to cancel your order within 14 days of receiving your item without giving any reason.
To exercise this right, please contact us at Pachamacra@gmail.com within 14 days of delivery. You then have another 14 days to return the product.
Return shipping costs are the responsibility of the buyer, unless the item is damaged or we made a mistake with your order.
Eligibility for Returns
To be eligible for a return or refund:
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The item must be in the same condition as you received it: unworn, unused, with original tags and packaging.
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You must provide proof of purchase (such as your order confirmation or receipt).
How to Start a Return
To request a return or cancellation, email us at Pachamacra@gmail.com with:
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Your order number
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Your reason for return (optional, but appreciated)
We’ll respond with return instructions. Please do not send items back without contacting us first, as these will not be accepted.
Damages or Issues
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us at Pachamacra@gmail.com, so we can resolve the issue.
Exceptions / Non-Returnable Items
Some items cannot be returned, such as:
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Custom-made or personalised products
If you're unsure whether your item is returnable, feel free to contact us.
Exchanges
If you wish to exchange an item, please return it first. Once the return is accepted, you can place a new order for the item you want.
Refunds
Once we receive and inspect your return, we’ll let you know if the refund is approved. If approved, we’ll issue a refund to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved and you haven’t received your refund, contact us at Pachamacra@gmail.com