Returns Policy

At Pachamama Latino Store, we are committed to providing our customers with high-quality products and excellent service. Please read our return policy carefully to ensure a smooth shopping experience.

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1. Returns Due to Our Mistake or Faulty Products:

• If you receive a product that is faulty or if we made an error with your order, we sincerely apologize for any inconvenience caused.

• In such cases, please contact us immediately (email us at: sales@pachamama.co.nz or fill the form below) to discuss the matter and obtain authorization for the return.

• You must contact us within 7 days of recieving your goods. We do not accept claims after this period.

• Upon authorization, we will provide you with a courier bag or label at our expense for the return of the product.

• No returned goods shall be accepted by Pachamama Latino Store if they have been tampered with by you or any other person and are not as new, if they are goods expressly sold on a non-return basis (e.g. clearence items), or if they are not accompanied by the return advice number referred to above. Where goods are returned to Pachamama but not accepted as above, they shall be returned to you at your expense.

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2. Change of Mind or Exchanges:

• We do not accept returns or exchanges for products due to a change of mind or for any reason other than our mistake.

• If you wish to return a product for reasons other than our mistake, please contact us first to discuss the matter and obtain authorization for the return.

• Please note that for returns due to a change of mind, exchanges, or reasons not related to our mistake or a faulty product, customers will be responsible for the cost of the courier.

• Clearence products can not be exchanged or returned, so please think carefully before purchasing.

• Mate gourds can not be returned after they have been used. Curing the gourd is a form of use and we do not accept exchanges of gourds. Wooden gourds can get mouldy, crack etc which is explained and described in each product so think carefully before purchasing a wooden gourd. We offer glass, ceramic, metal gourds as alternatives.

• If we don't have the product you ordered, we will offer you a product of similar type and value. We'll contact you to discuss this beforehand. If you don't agree to the replacement, we will refund you what you've paid for (i.e. the cost of the product) to the account or card used to make the payment.

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3. Compliance with Consumer Rights:

• Pachamama Latino Store abides by the Consumer Guarantees Act of New Zealand to protect the rights of our customers.

• We are committed to ensuring that your rights as a consumer are upheld and respected in accordance with the laws of New Zealand.