The short version

  • Damaged, faulty or wrong items: tell us within 7 days of delivery and we replace or refund them, including shipping.
  • Changed your mind? You can return sealed, unopened products within 14 days of delivery. You pay the return shipping.
  • For food safety, we can’t take back opened packs unless they were faulty.
  • Refunds go back to your original payment method once approved.

Damaged, faulty or wrong items

If a product arrives damaged, faulty, past its best-before date, or isn’t what you ordered, email us within 7 days of delivery at hello@pachaharvest.com with:

  1. Your order number.
  2. Photos of the parcel, the product and the shipping label.
  3. A short description of the problem.

We’ll reply within 2 business days and send a replacement or a full refund, including the shipping cost. In most cases you won’t need to send the product back.

Changed your mind

You can return products that are sealed and unopened within 14 days of delivery.

  • Email us first at hello@pachaharvest.com with your order number and the products you want to return. We’ll send you the return address.
  • You pay for the return shipping and any fees in your country. International postage can cost more than the product, so check before you send it.
  • Once the parcel reaches us and we’ve checked it, we refund the price of the returned products. The original shipping cost isn’t refunded.

What we can’t take back

Because these are food products, we can’t accept returns of:

  • Opened packs or packs with a broken seal, unless they were faulty when they arrived.
  • Products returned after 14 days from delivery.
  • Products damaged after delivery or by the way they were stored.

Cancelling an order

You can cancel an order for a full refund until it leaves Lima. Email us at hello@pachaharvest.com as soon as possible with your order number. Once the parcel has shipped, it’s treated as a return.

How refunds work

We refund in US dollars within 10 business days of approving the refund:

  • Card payments: back to the card you paid with, through Izipay. Your bank may take a few more days to show it, and any currency exchange difference is set by them.
  • Money transfer payments: by [Refund method] to the person who sent the payment. The fees you paid for the original transfer aren’t refundable.

Parcels refused at delivery because of import charges are covered in our shipping policy.

Your legal rights

This policy doesn’t affect your legal rights as a consumer in your country. Where the law gives you more protection than this policy, the law applies.