Returns & Exchanges

At Pure Alpaca, we are committed to ensuring that every international purchase is safe and satisfactory. Returns and exchanges are accepted only under the conditions outlined below.

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

To be eligible for a return or exchange, all item(s) must meet all 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 these conditions are not met.

All approved returns for defective or damaged products will be processed as a 100% store credit (discount coupon) equal to the total amount paid. Store credit is valid exclusively for future purchases on our official online store.
A refund to the original payment method will be issued only if a manufacturing or material defect is confirmed by our quality team.
Please note: 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 request is evaluated and responsibility is confirmed,, a 100% store credit will be issued 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.
Once Approved, a 100% store credit will be issued so the customer may place a new order.
Shipping costs, customs duties, and taxes for the new order are the customer responsibility, unless otherwise agreed in writing by Pure Alpaca.

If the customer receives a defective or damaged product, 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 validated by our quality team in Peru, a replacement garment or 100% store credit will be issued at no additional cost.

Items purchased on sale or at a discount are not eligible for returns or exchanges.
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.