We reserve the right to change this Return Policy at any time.

Order cancellation

The customer will only be able to cancel his order if it has not yet been paid, and is not yet being processed.

Returns / Exchanges

The exchange or return of our products is not allowed. To exercise their right to return / claim, the customer must contact our Customer Support (, specify the order number, description or reference of the product (s) and what is the reason return / claim.

In case there are reasons that justify the return, Pachamama undertakes to replace the product.

In case of choosing the refund, it can be done through the original payment method.

The customer will also have to pay attention to whether the product he intends to return has been purchased as part of a promotional campaign and if, for that reason, he has benefited from any product on offer. If so, you must return not only the product in question, but also the offer that was assigned to you with your purchase.

Both products must comply with the aforementioned guidelines. It is only possible to return a pack in its entirety. If the customer wants to return a product that belongs to a pack, he must return all products that make up the same pack. All products must comply with the aforementioned guidelines.

If the reason for not delivering the order or for having it returned is the responsibility of the freight forwarder, regardless of the payment method chosen, the customer will have to send us a written declaration that will be analyzed by the freight forwarder. In case the problem with the delivery was caused by an incorrect or incomplete address, we ask that the customer attach the new shipping address to the declaration.

Refund methods

In case of justified complaint, Pachamama will replace the product at no cost to the Customer. Pachamama will do its best to refund the customer quickly, however, returns are usually processed within 7 business days of receiving a canceled order, and at the latest within 30 days of receipt.

If payment has been made by credit card, the refund will be made on the card itself and will appear on the next statement.

* If payment has been made by Paypal, the refund will be credited to the respective Paypal account and will be available immediately.

** If payment has been made by Multibanco, the customer will be asked to provide us with the account details to which they want the refund amount to be transferred.

*** The payment methods mentioned above are not available for all countries. To find out which payment methods are available for the customer’s country, read the information provided above, under “Payment Methods”.

Refund of shipping costs

If the reason for returning the order was the responsibility of Pachamama, we will refund the respective shipping costs (example: defective products or different from the items actually ordered).

However, if, in an order for multiple products, only one has a problem, we will not refund the shipping costs.