Returns & Exchanges

At Pure Alpaca, we are committed to ensuring that every international purchase is safe and satisfactory. We offer the possibility of returns and exchanges only under the following conditions:

Customers have up to 7 calendar days from the date of delivery to request a return or exchange.
Requests made after this period will not be processed.
Returns or exchanges will be accepted only when the reason is Pure Alpaca’s responsibility, such as a defective or damaged product.

To be eligible, the item(s) must meet all of the following requirements:

The garment must be in perfect condition—unworn, unwashed, and undamaged.
All original labels and packaging must be intact.
Proof of purchase (invoice or receipt) must be provided.
Pure Alpaca reserves the right to reject any request if the item(s) do not meet these conditions.

All approved returns for defective or damaged products will be processed through a 100% discount coupon (credit note) equal to the total amount paid. This coupon is valid exclusively for future purchases on our official online store.
A refund to the original payment method will apply only if a manufacturing or material defect is confirmed by our quality team.
Shipping costs, customs duties, import taxes, or re-nationalization fees are non-refundable.

The customer must submit a request through the Pure Alpaca Returns & Exchanges Form.
The request must include photo and video evidence of the product’s condition for administrative review.
Once the information is validated and Pure Alpaca’s responsibility is confirmed, a 100% discount coupon covering the amount paid will be issued along with instructions for the next steps.

Exchanges are only available when Pure Alpaca is responsible for a defective or damaged product.
After validation and approval, the 100% discount coupon will be issued so the customer can place a new order.
All shipping, customs, and tax costs for the new order are the responsibility of the customer unless otherwise agreed in writing by Pure Alpaca.

If the customer receives a defective product or one in poor condition, Pure Alpaca will cover the cost of shipping a replacement garment.
To access this guarantee, the customer must submit a request through the official form and provide photos, videos, or other evidence for validation.
Once confirmed by our quality team in Peru, a replacement garment or a 100% discount coupon will be issued at no additional cost.

No returns or exchanges are accepted for items purchased on sale or at a discount.
Requests submitted after the 7-day period will not be accepted.
Pure Alpaca reserves the right to refuse any request that does not meet these conditions or lacks sufficient supporting documentation.