If you purchased a product from our website (www.alpakagear.com) and are not happy with it, you may return it within 21 days of your purchase for a full refund.*
Please email us at firstname.lastname@example.org for instructions on how to return your product. You will be required to fill out a return form and send it with the product. Returns that are sent without our prior knowledge and a return form are subject to refusal and will be sent back.
• All merchandise returned must be unworn, unused and received in its brand new, original condition. All hangtags must be attached and each item must be shipped in its original packaging.
• We do not refund credit card and transaction fees. These fees and costs will be deducted from the total amount of your refund.
• Customers will be responsible for the cost of shipping back product(s) to us.**
• Customers will be responsible for customs and import duties (if applicable).
• There are no refunds on items damaged or lost during shipping. In that case, you must file a claim with the carrier.
• We have the right to deny credit if the returned merchandise does not meet our return policy requirements.
• Products purchased through ALPAKA's Kickstarter and Indiegogo campaigns are non-refundable.
*Original Shipping Costs are not refunded and customers are responsible for return shipping unless the reason for return is warranty defect.
**Please not that it can take up to 2 weeks to process your return once we receive the items back.
We're committed to making some of the best bags in the world. If something were to go wrong, we feel like we've let you down. This is why we offer a lifetime warranty against manufacturing defects. If at any time after purchase you find a manufacturing defect, we will assess the damage and try to repair it free of charge.
Please note that you will need to arrange and pay for your own postage and we cannot refund these costs. We can’t take responsibility for anything lost in the post so please use a tracked service.
If for some reason the product cannot be repaired, we will either: give you store credit or provide a new product of the same value.
We are constantly looking for ways to improve our products to better meet the needs of our customers, so we'd love it if you sent an email to email@example.com and shared your feedback with us.