Refund policy

RETURNS & EXCHANGES Your 100% satisfaction is guaranteed. Sol Alpaca has a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility Criteria:

To be eligible for a return, your item must be in the same condition that you received it:

Unworn or unused, with all original tags attached.
Free from any odors (perfume, smoke, etc.) or alterations.
In its original packaging.
Accompanied by the receipt or proof of purchase.

THE RETURN PROCESS

Initiation: To start a return, contact us at customer_service@solalpaca.com.
Approval: Once your request is processed, we will provide instructions on how and where to send your package. Items sent back without prior authorization will not be accepted.
Shipping Costs: The customer is responsible for all shipping costs associated with the return of the merchandise. Original shipping charges, as well as duties and taxes paid at checkout (DDP), are non-refundable.

EXCHANGES

We want to ensure you are completely satisfied with your purchase. If you would like to exchange an item for a different size, color, or style, please follow our international exchange process:

1. Initiation and Evaluation

Contact Us: Send an email to customer_service@solalpaca.com within 30 days of receiving your order.
Information Required: Please include your order number and the reason for the exchange. Our team will contact you within two business days to evaluate your request.
Eligibility: The item must meet all return criteria: it must be unworn, unused, with all original tags attached, and in its original packaging.

2. Approval and Shipping Documentation

Exchange Invoice: Once the exchange is approved, we will send you an Exchange Invoice via email.
Printing Requirement: You must print this invoice and include it inside your return package.This documentation is essential for Peruvian customs and to ensure your new item is processed correctly.

3. Returning the Original Item

Shipping Costs: The customer is responsible for all shipping costs related to the exchange.
Safe Transit: We recommend using a trackable shipping service, as Sol Alpaca is not responsible for items lost or damaged during return transit.

4. Receiving Your New Product

Inspection: Once we receive and inspect the returned merchandise, we will process your exchange.
Dispatch: After the inspection is successfully completed, we will ship the new selected product to your address.
New Shipping Fee: Please note that a new shipping fee will apply for the delivery of the exchanged item.

DAMAGES AND ISSUES

Please inspect your order upon receipt. Contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS

The following items cannot be returned:

Customized, personalized, or altered products.
Socks, clearance items, or gift cards
Items with manufacturing defects are the only exception for altered products.
Vicuña Garments: Due to the complex international legal documentation required for the transit of protected species fiber (CITES), returns or exchanges for Vicuña garments may be subject to additional restrictions or may not be possible once the export permits have been issued. Please consult with customer service before finalizing a Vicuña purchase

REFUNDS

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method. Please note that it may take several business days for your bank or credit card company to process and post the refund.

CANCELLATIONS

You may cancel your order at any time prior to shipping by contacting us. If the order has already been dispatched, the standard return policy applies.

GOVERNING LAW

This policy is governed by the laws of Peru. For any disputes, customers may also access our Virtual Complaints Book as required by Peruvian Law.