Refund policy
We are Pachamama Hong Kong (collectively referred to as "we", "the company" or "PachamamaHK") and we own and operate the site www.pachamamahongkong.com (collectively referred to as "our site" or "pachamamahk"). Our site offers a convenient way to shop online over the Internet, including by using our applications and also provides one-stop home delivery services (referred to as "services").
Refund & Replacement
You are advised to carefully read our policy for the refund and replacement policy of the products supplied by us before you make any order from us.
If you find that the products delivered to you are damaged, incorrect, insufficient or having quality problems and etc. after receiving the same and the taste period is less than 30 days (excluding items mentioned short shelf life and special discounted items that have been specially marked for short-term), you have to lodge your application for replacement to us within two days from the date of the receipt of the products and you also have to meet the following prerequisite conditions namely:
- all valid supporting evidence to prove your request for replacement of the products;
- all valid supporting documents to prove that the product(s) in problem is/are purchased from Pachamama Hong Kong;
- immediately sending the photos/videos of the product(s) in problem to us as an evidential proof through email(s) or instantaneous communication software;
- all product(s) in problem for replacement must be in its original state and not used; and
- all components and parts of the product(s) in problem including but not limited to its user menu, certificates, labels, marks, materials, packing bags and boxes for replacement must be returned to us.
- if products are damaged because of personal reasons (such as self-modification, [other reasons]), improper storage, normal wear of the product, will not be considered.
- all risk of improper handling, damaged/lost in the return shipping process for any reason, will be borne by the buyer. We will not make any compensation or refund.
- If any dispute arises due to refunds or returns, the company determination shall be final
After you duly comply with the requirements to our satisfaction, we shall arrange the replacement of equivalent product(s) within 2 days after our approval. If the relevant product(s) subject to replacement is/are out of stock and we have already credited the amount of the relevant products from your account, we shall then arrange the refund through crediting the same to your account of payment.
The refund process takes approximately 30 working days.