EXCHANGE AND RETURN POLICIES

EXCHANGE AND RETURN POLICY – KUNA E-COMMERCE

We are committed to our customers' full satisfaction throughout their shopping experience. In this regard, we guarantee that if the customer is not satisfied with their purchase, they can make an exchange or return without inconvenience.
Applicable exclusively to purchases made through Kuna - Baby Alpaca and Vicuña luxury garments and accessories 

30 calendar days to proceed with the exchange or return request. The period is counted from the moment the purchase is received.

For any exchange or return, the original proof of payment must be presented, and the product must be in perfect condition, with no signs of use, and with its original tags and packaging.
Returns are only for store credit. Exchanges are subject to stock availability.
The exchange or return can be requested through the after-sales channel by emailing postventa@incalpaca.com or by visiting any Kuna store.

- Through the after-sales channel:

1. The customer must send a detailed request, explaining the causes or reasons, attaching photographs of the product, and specifying whether an exchange or return is required. We reserve the right to request more information and/or photographs or even to have the garment sent to our factories for quality control.
2. With sufficient information, the customer will be informed of the approval of their request, as well as the other steps to follow for the collection or delivery of the garment and what is necessary to effectuate the exchange or return.
3. The return or refund process will be generated by Incalpaca TPX within 7 business days of 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 banking institution.

- Through Kuna stores:

1. The customer may go to any of our Kuna stores nationwide to submit a written detailed request, explaining the causes or reasons, specifying whether an exchange or return is required, and, in any case, leaving the garment on consignment. We reserve the right to request more
information.
2. With sufficient information, the customer will be informed of the
approval of their request via email, as well as the other steps to follow.

Our response and processing times are variable. However, we are committed to efficiently tracking each case, always striving for customer satisfaction and proper service.
In any case, we reserve the right to accept or reject any request, depending on the particularities of the case under evaluation and the condition of the product. Veracity is required regarding the information provided in the exchange request.

CONTACT
Whenever you need it, you can contact our department by email at: postventa@incalpaca.com.