Refund policy

RETURNS & EXCHANGES

Your satisfaction is our priority. Patapampa offers a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

ELIGIBILITY CRITERIA

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

Unworn and unused, with all original tags attached.
Free from odors (such as perfume or smoke) and alterations.
In its original packaging.
Accompanied by a receipt or other proof of purchase.

THE RETURN PROCESS

1. INITIATION

To start a return, we recommend submitting your request through the chat available directly on our website, our preferred customer service channel.

You may also contact us by email at customer_service@patapampa.com, particularly for inquiries related to purchases made at our physical stores.

Through our website chat, you can receive assistance from Nina, our virtual customer service agent, who will guide you through the steps required to register your return request.

Nina is available 24 hours a day, 7 days a week. If your case requires further review or assistance from a member of our customer service team, a team member will contact you during our business hours.

To help us process your request efficiently, please have your order number and the email address associated with your purchase available.

2. APPROVAL

Once your request has been reviewed and approved, we will provide instructions on how and where to send your package.

Items returned without prior authorization will not be accepted.

3. SHIPPING COSTS

The customer is responsible for all shipping costs associated with returning the merchandise. Original shipping charges, as well as duties and taxes paid at checkout under Delivered Duty Paid (DDP) terms, are non-refundable, subject to applicable law.

EXCHANGES

We want you to be completely satisfied with your purchase. If you would like to exchange an item for a different size, color, or style, please follow the international exchange process outlined below.

1. INITIATION AND EVALUATION

Contact Us: Submit your exchange request through the chat available directly on our website, preferably within 30 days of receiving your order. You may also contact us by email at customer_service@patapampa.com.
Website Chat: Through this channel, Nina, our virtual customer service agent, will guide you through the steps required to register your exchange request.
Information Required: Please have your order number and the email address associated with your purchase available. You will also be asked to provide the reason for the exchange.
Availability: Nina is available 24 hours a day, 7 days a week. If your request requires further evaluation or assistance from a member of our customer service team, a team member will contact you during our business hours.
Eligibility: The item must meet all return eligibility criteria. It must be unworn and unused, with all original tags attached, free from odors and alterations, and in its original packaging.

2. APPROVAL AND SHIPPING DOCUMENTATION

Exchange Invoice: Once your exchange request is approved, we will send you an Exchange Invoice by email.
Printing Requirement: You must print this invoice and include it inside your return package. This documentation is required for Peruvian customs procedures and helps ensure that your exchange is processed correctly.

3. RETURNING THE ORIGINAL ITEM

Shipping Costs: The customer is responsible for all shipping costs associated with the exchange.
Safe Transit: We recommend using a trackable shipping service. Patapampa is not responsible for items lost or damaged during return transit, subject to applicable law.

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 replacement product to your address, subject to availability.
New Shipping Fee: A new shipping fee will apply to the delivery of the exchanged item.

DAMAGES AND ISSUES

Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us as soon as possible through the chat available directly on our website, our preferred customer service channel.

Nina, our virtual customer service agent, is available 24 hours a day, 7 days a week, and will guide you through the steps required to register your issue. If your case requires further review, a member of our customer service team will contact you during our business hours.

You may also contact us by email at customer_service@patapampa.com.