Returns and Exchanges Policy

Online Store Purchase

All our items undergo strict quality controls during manufacturing and prior to shipment, to ensure they arrive in perfect condition to the end customer. Should any quality issue arise (for which the company is responsible), it must be reported within the first 7 calendar days following receipt of the order, attaching photographs as evidence. It is important to highlight that the product must not have been used or handled; only claims related to manufacturing defects will be considered. The customer must send the item subject to the claim via courier, at the company’s expense, for evaluation by the Quality Control Department and comparison with production samples. The resolution of the claim will be communicated within a maximum of 30 working days after the item is received in Peru.

Returns are not accepted for unintentional customer errors, such as incorrect size, colour, or other details.

 

Lost Items by Courier

We always include an insurance cost in the proforma invoice to cover any eventualities during transport, such as lost items or damage during customs inspection or improper handling of the packages. If the customer chooses not to pay for the insurance and any such incident occurs, Incalpaca does not accept responsibility for partial losses or damages, as the courier service is responsible for these matters. In such cases, the customer must deal directly with the courier service, adhering to their policies and procedures.

 

Product Collection

Incalpaca coordinates with the courier service for the collection of the merchandise at the address provided by the customer. Products must be properly packaged. If necessary, Incalpaca may request documents or images as evidence of the product’s good condition and correct packaging; it is the customer’s responsibility to provide such documentation and/or images to proceed with the return process. Relevant instructions will be sent by email to the designated contact.

Additionally, once the merchandise arrives at our warehouses, it will undergo an additional inspection by our Quality Control team to verify its condition. The corresponding credit note will then be issued.