Refund policy

Pacha-Mama Returns & Refunds Policy

Last updated: 9 September 2026

At Pacha-Mama, we want you to love your purchase. If something isn’t quite right, please contact us and we’ll help you with the next steps.

Change of mind returns

If you purchase physical goods online, you generally have the right to cancel your order within 14 days of receiving it, without giving a reason. You then have a further 14 days to return the goods.

To request a return, please contact us at .. with your order number and the item you would like to return. We will provide the return instructions and address.

Items should be returned in a condition that allows us to inspect them. You may handle goods as you would reasonably be able to in a shop, but we may make a deduction from your refund if their value has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning.

Unless the item is faulty, incorrect or otherwise not as described, you are responsible for the direct cost of returning it. We recommend using a tracked postal service, as you are responsible for ensuring the item reaches us.

Items that cannot be returned for a change of mind

Certain goods may be excluded from the statutory cancellation right, including:

Personalised or custom-made items.
Sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed after delivery.
Other goods where a specific legal exception applies.

We will clearly identify any applicable exclusions before purchase. These exclusions do not affect your rights if goods are faulty, not as described or otherwise fail to meet your statutory rights.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective or incorrect. Include your order number and photographs where possible so we can investigate and resolve the issue.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If goods do not meet these requirements, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and the time since purchase.

You generally have a short-term right to reject faulty goods within 30 days of receiving them. Your statutory rights are not limited by our change-of-mind returns policy.

Refunds

Once we receive your return, or you provide evidence that you have sent it back where applicable, we will process your refund in accordance with your statutory rights.

For a valid cancellation under the Consumer Contracts Regulations, we will refund the price of the goods and the standard delivery cost, where applicable. We are not required to refund any additional amount paid for an enhanced delivery service.

Refunds will be made using the original payment method unless you expressly agree otherwise. We will issue the refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Exchanges

If you would like to exchange an item, please contact us at .. . Exchanges are subject to stock availability. Where an exchange is not possible, we can discuss a return and replacement order.

Booking and service purchases

This policy applies to physical goods purchased through our online store. Bookings, treatments, workshops and other services are subject to our separate Booking & Cancellation Policy, which will be made available before booking.