Returns & Exchanges
If you are not completely satisfied with your purchase, you may send it back to us for an exchange or refund, the items must be received within 10 days of the delivery date. Resale of merchandise is prohibited and will invalidate any return or exchange request.
- All merchandise returned must be unworn, unwashed, unmodified, undamaged with price tags intact.
- The products must be returned in their original packaging.
- WaraYana (“WaraYana”, the “vendor” or the “seller”) should be notified of the intention to ship the returning merchandise beforehand.
- Returns must be shipped with tracking number.
- The return request must meet all WaraYana’s requirements in order to receive approval for the return of the product. Once approved the exchanges/refunds are processed within 10 working days after we receive the merchandise. You will receive a confirmation email when your exchanges/refunds are processed.
To return an item, we need the following information:
- Invoice number
- Date of purchase
- The reason you wish to return/exchange the product
- Item specifications for the product you would like instead
Customised, personalised products, all products made of vicuña fibre are only refundable in case of manufacturing or material defects, in which case you have to contact the customer service immediately after having received the product.
To exchange a product please follow the next steps:
- Send an email to [email protected] We will contact you within two business days to ask you about the reason for exchanging the product and for other information.
- If the exchange of the product is approved, we will then proceed to coordinate with the courier company to schedule the collection of the product at an agreed address.
- Please note that the shipping costs in addition to other expenses incurred for exchanging or returning the merchandise will be borne by the customer.
- There is a rigorous quality control procedure for each order, which ensures there are no flaws on the products before we put them into their packaging and send them to our clients, so if there are any complaints about any imperfection or flaws on the products these will be subject to a strict review and evaluation.
*Please be aware that we are sending most products from Bolivia and that the term “working days”, or “business days” takes into account Bolivian public holidays.
If you have fulfilled all requirements set forth above, the vendor shall refund the price for the returned purchased products. Any duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. We do not refund shipping costs. Shipping costs will only be refunded when the return is a result of an error or damaged merchandise.
In case the requirements set forth above are not met in full, you will be notified that the returned products cannot be accepted by the vendor. In this case, you may choose to have the products delivered back to you at your expense. If you do not accept and pay the delivery costs within 10 days, the vendor reserves the right to retain the products.
After the seller has received the returned products and checked that the products meet all requirements, you will receive an e-mail that the returned products have been accepted. Whatever the form of payment you used (credit/debit card), the refund procedure will start within 30 days from when the vendor was informed of your decision to exercise your right to return the purchased products and once the vendor has checked that the return was carried out in compliance with the above conditions.
The time period for refunding the amount you paid for purchasing the returned products depends on the original payment method used and may vary depending on the credit card provider.