Refund Policy

Last Updated: August 15, 2023

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At Alpacarf Finance, we stand behind our products and want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations or may arrive damaged. This Refund Policy outlines the conditions under which we offer refunds, exchanges, and returns.

Please read this policy carefully before making a purchase from our website or through our other sales channels.

1. Satisfaction Guarantee

Alpacarf Finance offers a 100% satisfaction guarantee on all our products. If you're not completely satisfied with the quality, appearance, or condition of any item in your order, we will provide a refund or credit at our discretion.

This guarantee applies to both one-time purchases and subscription deliveries.

2. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

  • Quality Issues: Products that are damaged, defective, or otherwise not up to our quality standards upon delivery
  • Missing Items: Products that were charged but not included in your delivery
  • Incorrect Items: Products that were delivered but different from what you ordered
  • Late Delivery: Deliveries that arrive significantly outside the scheduled delivery window, resulting in product degradation
  • General Dissatisfaction: If you are unhappy with a product for any reason

3. Refund Request Timeframe

To be eligible for a refund, you must notify us of the issue within:

  • 14 days of delivery for quality issues, missing items, or incorrect items
  • 24 hours of the scheduled delivery time for late deliveries

We strongly recommend that you inspect your order as soon as possible after delivery to ensure timely reporting of any issues.

4. How to Request a Refund

Refund Request Process:

  1. Contact Customer Service: Reach out to us via email at support@alpacarfinance.org, by phone at +441675939970, or through the Contact form on our website.
  2. Provide Order Details: Include your order number, the items you're unsatisfied with, and the reason for your dissatisfaction.
  3. Documentation: If possible, provide photos of the product issue to help us address the problem effectively.
  4. Review: Our customer service team will review your request and may ask for additional information if needed.
  5. Resolution: We will process your refund or offer an appropriate solution within 3-5 business days of receiving your request.

For non-perishable products, we may request that you return the item before processing a refund. If a return is required, we will provide instructions and may cover return shipping costs depending on the circumstances.

5. Exchanges

If you would like to exchange an item rather than request a refund, we're happy to accommodate when possible. To request an exchange:

  1. Contact our customer service team within 14 days of receiving your order
  2. Specify which item you wish to exchange and your preferred replacement
  3. We'll arrange for the return of the original item and shipping of the replacement

Please note that exchanges are subject to product availability. If your preferred replacement is unavailable, we may offer alternatives or proceed with a refund.

6. Refund Methods and Timing

Refunds will be processed using the same payment method used for the original purchase when possible:

  • Credit/Debit Card Payments: Refunded to the original card, typically appearing within 5-10 business days after processing
  • Bank Transfers: Refunded to the original account, typically appearing within 3-7 business days after processing
  • Store Credit: Issued immediately and available for immediate use

If the original payment method is unavailable for refund, we will work with you to determine an alternative refund method.

7. Return Shipping

For items that need to be returned:

  • If the return is due to our error (wrong item, defective product, etc.), we will cover the return shipping costs
  • If the return is due to customer preference, the customer may be responsible for return shipping costs
  • We will provide a return shipping label and instructions for packaging and sending the item back

Items should be returned in their original packaging when possible. For clothing items, please ensure they are unworn, unwashed, and with all original tags attached, except when trying on for size.

8. Non-Refundable Items and Exceptions

The following situations may not be eligible for refunds:

  • Items that have been worn, washed, or used beyond trying on for fit
  • Products with removed tags or altered in any way
  • Personalized or custom-made items, unless they arrived damaged or defective
  • Downloadable products or digital content once access has been provided
  • Items marked as "Final Sale" or "Non-Returnable" at the time of purchase

Exceptions may be made on a case-by-case basis at our discretion, particularly for issues related to quality or misrepresentation.

9. Gift Returns

For items purchased as gifts:

  • Gift recipients may return items for store credit or exchange without the original purchaser's involvement
  • The order number or gift receipt will be required for processing
  • Store credit will be issued to the gift recipient, not the original purchaser
  • The original purchaser will not be notified of the return unless necessary for processing

10. International Returns

For international orders:

  • The same refund policy applies, but return shipping may take longer
  • Customers are responsible for any customs fees, duties, or taxes associated with returning items
  • We recommend using a tracked shipping service for international returns
  • Processing time for international refunds may be extended to 10-15 business days

11. Dispute Resolution

If you have concerns about how your refund request was handled:

  1. Contact our customer service team to discuss your concerns
  2. If the issue remains unresolved, you may escalate to a supervisor by requesting a case review
  3. We aim to resolve all disputes fairly and in accordance with this policy

For further information about dispute resolution, please refer to our Terms of Service.

12. Changes to This Policy

We may update our Refund Policy from time to time. Any changes will be posted on this page with an updated revision date. Significant changes may also be announced through our website or via email.

The policy in effect at the time of your purchase will apply to that transaction.

13. Contact Us

If you have any questions about our Refund Policy, please contact us:

  • By email: support@alpacarfinance.org
  • By phone: +441675939970
  • By mail: 45 Harrison Mews, West Laurenhaven, WF1 5HR, United Kingdom