Refund policy
We have a ‘within 30 days of product delivery date’ free reprint or refund policy for a manufacturing error or product damaged prior to a carrier obtaining custody for shipment to you, which means you have within 30 days from the date you received your item to request a free reprint or refund.
To be eligible, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and a clear photo or video showing the issue, including the condition of the package as received. Accepted image formats include JPEG, JPG, and PNG (up to 15 MB each), and one video in MOV or MP4 format (up to 250 MB).
To start the reprint or refund process, please get in touch with our team at info@andeanparadise.com submitting the above mentioned receipt or proof of purchase and clear photos or video showing the issue, including the condition of the package as received. There is no need to return the damaged product. Items sent back to us without first getting our approval will not be accepted.
You can always contact us for any question at info@andeanparadise.com.
Please note that we will not be responsible for damage occurred during transit by a third-party courier or commercial carrier. In those cases, it’s the third-party courier or commercial carrier that bears the responsibility for damage to the product occurring during transit. You must contact them with your claim.
Damages and issues
Please inspect the package itself upon receipt, and photograph or video any observable damage. Then inspect the delivered product ordered and contact us immediately if an item is defective or damaged. Photograph or video the damage or defect. Accepted image formats include JPEG, JPG, and PNG (up to 15 MB each), and one video in MOV or MP4 format (up to 250 MB). For Direct to Garment (DTG) products, there is a tolerance of 0.5" for print placement, meaning that minor variations in the placement of the print will not be considered as defects.
If there’s an issue affecting multiple products that use the same design, an additional photo (or video) of all affected items visible in one frame will be required for confirmation purposes.
Exceptions / Non-Reprintable or Refundable Items
Please note that we will not be held responsible and will not offer free reprints or refunds if the customer ordered the wrong size or color or simply changed their mind. We will not reprint, resend, or refund certain types of items like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), personal care goods (such as beauty products), hazardous materials, flammable liquids, or gases. For Direct to Garment (DTG) products, there is a tolerance of 0.5" for print placement, meaning that minor variations in the placement of the print will not be considered as defects.
Please get in touch if you have questions or concerns about your specific item.
We will not be responsible for damage caused during transit by a third-party courier or commercial carrier. In those cases, it’s the third-party courier or commercial carrier that bears the responsibility for damage to the product occurring during transit. Please contact them with your claim.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase, and in case of damage or defect, the above photo or video requirements apply. Our non-responsibility for damage caused during transit will also still apply.
Refunds
We will notify you once we’ve received and inspected the above proofs and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days by us. Please remember it can take some time for your bank or credit card company to process and post the refund thereafter.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@andeanparadise.com.