Refund policy
Shipping
We ship to many parts of the world. If your country is not listed and you would like to make a purchase, please contact us at pachamamabrandinfo@gmail.com and we will assist you.
- Spain (Peninsula, Balearic Islands, Canary Islands, Ceuta, and Melilla) 2-7 business days. Free shipping, Pachamama Brand covers the shipping costs.
- Europe 5-14 business days. $16-$28 (Free shipping on purchases over $160 *except Russia, Turkey, Armenia, and Georgia).
- America 5-14 business days (free shipping on purchases over $500).
- United Kingdom 5-14 business days (free shipping on purchases over £200).
- Rest of the world 7-14 business days. €60.
- Some shipments may incur additional customs charges not included in the shipping price. This cost is borne by the customer.
Returns
If you choose our products, it is because you share our commitment to the planet. We are committed to conscious and responsible consumption, so we invite you to resolve any questions before purchasing by writing to pachamamabrandinfo@gmail.com. This way, we avoid unnecessary returns and reduce CO₂ emissions.
At Pachamama Brand, you can cancel your order at any time at no cost, provided that it has not been delivered to the carrier for shipment.
We have a 15-day return policy, meaning you have 15 days after receiving the item to request a return.
To initiate a return, you can contact us at pachamamabrandinfo@gmail.com with the order number, the number/name of the item you wish to return, and the reason. We will provide you with instructions to follow if the return is confirmed. Returns should be sent to the following address: Pachamama Brand. Calle Es Calo, 104. 07819. San José. Balearic Islands. Shipping costs for returning items are the responsibility of the customer, using a tracked shipping method. Unfortunately, we cannot provide return labels. Shipping costs are non-refundable.
The item must be in the same condition as when you received it, unused, with the tags and in its original packaging, in order for the return to be accepted. You will also need the receipt or proof of purchase.
Returned items will not be accepted without a prior return request.
Pachamama Brand reserves the right to refuse any return if the merchandise does not meet our requirements.
In the event of loss, theft, or damage to the package during shipping, a claim must be filed with the shipping service provider, not Pachamama Brand. If a package is marked as delivered via a tracking number, but the customer cannot locate it, Pachamama Brand is not responsible and will not issue a refund or store credit.
Once received, returns take approximately 5 to 10 business days to process. Once completed, a refund confirmation email will be generated and sent to you.
For any questions about returns, you can contact us at pachamamabrandinfo@gmail.com.
Damages and problems
Please check your order as soon as you receive it and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess the problem and resolve it.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom-made products (such as special orders or personalized items). If you have any questions or concerns about a specific item, please contact us.
Unfortunately, we cannot accept returns of sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase of the new item.
15-day cooling-off period in the European Union. Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 15 days, for any reason and without justification. As in the previous case, the item must be in the same condition in which you received it, unused, with the tags and in its original packaging. You will also need to have the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return and let you know whether or not the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that your bank or credit card issuer may take some time to process and post the refund.
If it has been more than 15 business days since we approved your return, please contact us at pachamamabrandinfo@gmail.com.