Refund policy

Returns & Refund Policy

At Pacha Amor, every piece is born from the heart of the Andes. Whether it is a cloud-soft baby alpaca beanie, a cozy alpaca sweater or a breathable Pima cotton garment, each item is sourced and produced with love from Andean communities in Peru. We pour care and intention into every order we send your way.

Regular Sales

As these items are made from natural alpaca fiber, some threads may show slight irregularities or variations in texture. This is completely normal in natural fiber textiles and does not affect the quality or durability of the product. Loose threads may occasionally appear and can simply be trimmed, this is not considered a defect. Please note that natural fiber irregularities, slight texture variations, and minor color differences are not considered defects and are not eligible for returns or exchanges. Minor snags or pulled threads that occur due to the delicate nature of alpaca fiber may not be considered defects. However, if you feel your item arrived in an unacceptable condition, please contact us and we will review your case.

All regular sales are final and we do not accept returns or exchanges. Every order is photographed before shipping to document its condition and ensure it leaves us in good shape. Damaged or defective items include: products that arrive with holes or tears, broken or open seams, stains, or items that are significantly different in color or size from what was ordered. If your order arrives damaged or defective, please reach out to us within 7 days of delivery at hola@pachaamor.com with your order number, photos of the damaged item and a brief description of the issue. We will review your case and offer a solution, which may include a partial refund or a discount on your next purchase, depending on the nature of the issue.

To ensure the security of our customers, Pacha Amor may occasionally request order confirmation before shipment. If we are unable to reach you within 48 hours, the order may be cancelled and fully refunded for your protection.

Pre-Orders

Pre-orders are a special way to secure your favorite Pacha Amor pieces before they are available, with an exclusive 10% discount as a thank you for your early support and trust. Pre-order sales are final and we do not accept returns or exchanges. Every pre-order is photographed before shipping to document its condition and ensure it leaves us in good shape. Once your pre-order item is ready, we will send you photos of your piece before shipping so you can confirm its condition and approve it prior to dispatch. Please note that restocking may take between 3 to 5 weeks, as our pieces are carefully sourced and shipped internationally. We will keep you updated throughout the process.

 A damaged or defective item refers to a product that arrives with visible holes or tears in the fabric, open or broken seams where the stitching has come apart, visible stains that were not caused by the customer, or an item that is significantly different in color or size from what was ordered. Please keep in mind that due to the natural nature of alpaca fiber, slight variations in color, texture, or tone are expected and are not considered a significant difference. If your order arrives damaged or defective, please reach out to us within 7 days of delivery at hola@pachaamor.com with your order number, photos of the damaged item and a brief description of the issue. We will review your case and offer a solution, which may include a partial refund or a discount on your next purchase, depending on the nature of the issue. In the unlikely event that we are unable to fulfill your pre-order, you will receive a full refund. As a little thank you for your patience and trust, every pre-order includes a complimentary digital surprise delivered to your email, curated with love just for you. It may include a soul journal, a playlist, or other special treats. As this is a surprise, the specific content cannot be requested or exchanged.

To ensure the security of our customers, Pacha Amor may occasionally request order confirmation before shipment. If we are unable to reach you within 48 hours, the order may be cancelled and fully refunded for your protection.

Mini Books

Our digital mini books are more than just books. They are tools for healing, reflection and intentional living. You can preview them inside our Healing Expression Studio community on Skool before deciding to purchase the full versions through our sales channels. All mini book sales are final.

Conditions for Damage Claims

For any damage claims, items must be unworn, unwashed and have all original tags attached. Claims must be made within 7 days of delivery.

Items returned must correspond exactly to the original article shipped. Pacha Amor maintains photographic records of every order prior to shipment. We reserve the right to reject any return or claim if the item received does not match the original product sent, as documented by our pre-shipment photography.

Refunds

We understand that receiving an item that arrives damaged or not as expected can be disappointing, and we are here to help. Alpaca is a rare and natural fiber, which means every piece we send is truly one of a kind. As part of its natural beauty, slight variations in color, texture, or thread appearance may occur and are to be expected. This includes natural fiber irregularities, slight texture variations, minor color differences, loose threads that can simply be trimmed, and minor snags that do not affect the overall appearance or integrity of the product. These characteristics are what make each piece unique and are not considered defects, therefore they are not eligible for refunds or exchanges. Refunds are only issued for damaged or defective items after review and approval. Once we receive your refund request, we will carefully and thoughtfully review your case, including the photos and description provided, to fully understand the situation before determining the best solution. Depending on the nature of the issue, refunds may be partial or a discount on your next purchase will be offered. Refunds will be processed to your original payment method within 5 to 7 business days. In the case of a pre-order that we are unable to fulfill, a full refund will be issued. Please note that business days are Monday through Friday, excluding weekends and holidays. While we process refunds promptly on our end, your bank or payment provider may take additional time to reflect the amount in your account.

In the event of a banking dispute or chargeback, Pacha Amor will provide all available evidence including pre-shipment photographs, tracking information, and proof of delivery to support the legitimacy of the transaction.

For any questions reach us at hola@pachaamor.com or visit pacha-amor.myshopify.com. We are always happy to help. 🦙

 

Last updated: March 16, 2026.