Returns and Exchanges for Domestic Purchases (Peru)

At PERUVIAN ALPACA, we are committed to ensuring complete customer satisfaction throughout the shopping experience. Therefore, if a customer is not fully satisfied with their purchase, they may request an exchange without inconvenience.

IN ENGLISH

Any product exchange or return requires the presentation of proof of purchase within 30 days after the date of issue. The product must be in good condition and include all original labels and packaging. Products marked with a pink barcode sticker cannot be exchanged or returned.

Products purchased at any PERUVIAN ALPACA STORE may be exchanged at the same store or at any other PERUVIAN ALPACA STORE in Peru. Refunds are not accepted.

For more information, please visit our website: www.peruvianalpaca.com

THANK YOU FOR YOUR PURCHASE

IN SPANISH

Todo cambio o devolución de producto requiere la presentación del comprobante de compra dentro de los 30 días posteriores a su emisión. El producto debe encontrarse en buen estado y contar con etiquetas y empaques originales. Los productos marcados con sticker de código de barras rosado no pueden ser cambiados ni devueltos.

Los productos comprados en cualquier tienda PERUVIAN ALPACA pueden ser cambiados en la misma tienda o en cualquier otra tienda PERUVIAN ALPACA en Perú. No se aceptan devoluciones de dinero.

Para más información visite nuestra página web: www.peruvianalpaca.com

GRACIAS POR SU COMPRA

GENERAL CONDITIONS

Product exchanges may be accepted in the following cases:

• Quality Issues (Company Responsibility): Including color fading, bleeding, broken seams, or manufacturing defects.
• Other Issues (Not Company Responsibility): Such as mistakes made by the customer when selecting the product, including size, color, or model.

The exchange will only be valid if the following conditions are met:

• The original purchase document (receipt/invoice) must be presented. This document is mandatory to request an exchange.
• The customer must present the complete product exactly as it was delivered at the time of purchase, including all tags, accessories, packaging, and/or additional elements.
• The product must be in perfect condition, with no signs of use, and must be shipped at the customer’s expense to our warehouse located at Calle 20A No. 162 – Apt. 704A, San Miguel – Lima, Peru.

In all cases, PERUVIAN ALPACA reserves the right to accept or reject any exchange request depending on the circumstances of each case and the condition of the product after quality inspection.

All information provided in the exchange request must be truthful and accurate.

1. EXCHANGES AND RETURNS FOR PRODUCTS PURCHASED AT PERUVIAN ALPACA STORES PERU

Exchange and return processes are available but must be evaluated and managed through our Customer Service channel: +51 968498181 (Customer service hours: Monday to Saturday from 7:00 am to 4:00 pm).

Once the process has been coordinated, the customer may visit any PERUVIAN ALPACA store carrying the electronic or physical receipt together with the product in perfect condition. The garment will be inspected to verify that it shows no signs of use and that all tags remain intact before proceeding with the corresponding exchange.

Customers who made an online purchase for delivery to a province within Peru must return the product(s) in perfect condition via Courier to our Lima address with the following label:

• Recipient: PERUVIAN ALPACA – ECOMMERCE
• Address: Calle 20A, No. 162 – Apt. 704A, San Miguel – Lima
• Contact Person: Kathia Bernuy (Peru Office)

Returns

For the purposes of this policy, a return refers to a customer request to return a product for a refund of the amount paid. It does not include the original delivery/shipping fee.

The customer may request a refund; however, all requests are subject to an approval process by PERUVIAN ALPACA.

Important Considerations:

• The customer must submit a formal request via email to customerservice@peruvianalpaca.com, including photos of the products and a detailed explanation of the reason for the request.
• The customer must return the complete product exactly as it was delivered at the time of sale, including all tags, accessories, packaging, and/or additional items.
• Once the request has been approved, the customer must return the product(s) in perfect condition, without signs of use or damage, at the customer’s expense, to our Lima warehouse with the following label:

• Recipient: PERUVIAN ALPACA – ECOMMERCE
• Address: Calle 20A, No. 162 – Apt. 704A, San Miguel – Lima
• Contact Person: Kathia Bernuy (Peru Office)

The refund or chargeback process will be initiated by PERUVIAN ALPACA within the following 4 business days after approval and may take between 15 and 30 business days to be reflected in the customer’s account. The exact timing depends on the customer’s banking institution.

CONTACT

Whenever needed, you may contact our department via email at customerservice@peruvianalpaca.com or through our customer service phone number: +51 968 498181 (Customer service hours: Monday to Saturday from 7:00 am to 4:00 pm).