EXCHANGE AND RETURN POLICIES
EXCHANGE AND RETURN POLICIES – E-COMMERCE KUNA
We are committed to ensuring the full satisfaction of our customers throughout their entire shopping experience. In this sense, we guarantee that if the customer is not satisfied with their purchase, they can exchange or return it without any problems.
Applicable exclusively for purchases made through Kuna - Luxury clothing and accessories from Baby Alpaca and Vicuña
30 calendar days to proceed with the request for exchange or return. The period is calculated from the moment the purchase is received.
For any exchange or return, you must have the original proof of payment and the product must be in perfect condition, with no signs of use, and with its original labels and packaging.
Refund only by credit note. Exchange subject to stock.
The exchange or return can be requested through the after-sales channel rduque@incalpaca.com or by visiting any Kuna store.
- Through the after-sales channel:
- The customer must send a detailed description of their request, explaining the reasons or motives, attaching photographs of the product, specifying whether an exchange or return is required. We reserve the right to request further information and/or photographs or even to have the item sent to our factories for quality control.
- With sufficient information, the customer will be informed of the origin of their request, as well as the other steps to follow for the collection or delivery of the item and what is necessary to carry out the exchange or return.
- The refund or reversal process will be generated by Incalpaca TPX within the following 7 business days after approval and will be reflected in the customer's account between 15 and 30 business days after the request. The exact date depends on the customer's bank.
- Through Kuna stores:
1. The customer may go to any of our Kuna stores nationwide to leave the details of their request in writing, explaining the reasons or motives, specifying whether an exchange or return is required and, in any case, leaving the item on consignment. We reserve the right to request further information.
information.
2. With sufficient information, the client will be informed of the
origin of your request via email, as well as the other steps to follow.
Our response times vary. However, we are committed to efficiently following up on each case, always seeking satisfaction and proper attention to our clients.
In any case, we reserve the right to accept or reject any of the requests, depending on the particularities of the case being evaluated and the condition of the product. Truthfulness regarding the information provided in the exchange request is required.
CONTACT
Whenever you need it, you can contact our area by email at: rduque@incalpaca.com.