Politique de remboursement

Last updated: October 2, 2026

This Returns and Refunds Policy applies to purchases made from From The Andes Inc. through www.fromtheandes.net.

We offer a 30-day return program for merchandise that meets the eligibility and condition requirements below. Nothing in this policy limits any consumer right or remedy that cannot be waived under applicable law.

Returns at a Glance

• Return window: Request a return within 30 calendar days after delivery.
• Return shipping: We provide a prepaid return shipping label for eligible returns from the 48 contiguous United States and the District of Columbia.
• Condition: Merchandise must be unused, unwashed, unaltered, complete, and in original condition. Clothing may be tried on briefly indoors for fit.
• Restocking fee: We do not charge a restocking fee for an approved return.
• Original shipping: Original outbound and expedited shipping charges are generally nonrefundable for customer-choice returns.
• Refund processing: We inspect returns promptly after receipt and initiate approved refunds within 3 business days after inspection.
• Start a return: Email info@shopfromtheandes.com before sending merchandise back.

30-Day Return Window

A return request must be submitted within 30 calendar days after delivery. The return period is measured from the carrier-recorded delivery date or another documented delivery date reasonably available to From The Andes Inc.

Merchandise is eligible for our voluntary return program when the return is requested within the 30-day period and the merchandise meets the condition requirements stated in this policy.

How to Request a Return or Exchange

Before returning merchandise, email info@shopfromtheandes.com and include:

• Your order number
• The item you wish to return or exchange
• The reason for the request
• Whether you prefer a refund, exchange, or store credit

We will provide return instructions and, when applicable, a prepaid return shipping label.

Please do not send merchandise back without return authorization. Unauthorized returns may experience processing delays and remain subject to the eligibility requirements in this policy.

Return authorization and issuance of a shipping label do not guarantee a refund. Returned merchandise must first be received and inspected.

Return Condition Requirements

Merchandise may be tried on briefly indoors to determine fit, appearance, or suitability. Merchandise that has been worn for ordinary use is not eligible for a voluntary return.

Returned merchandise must be:

• Unused
• Unworn except for a brief indoor fit check
• Unwashed
• Unaltered
• Undamaged
• Complete
• In original condition

Please return any original tags, accessories, certificates, documentation, and packaging supplied with the merchandise.

Returned merchandise must be free of stains, soil, makeup, deodorant, perfume, smoke, body odor, other odors, pet hair, tears, pulls, stretching, washing, alterations, or other evidence of use.

Merchandise showing use beyond a reasonable indoor fit check may be ineligible for a voluntary refund, exchange, or store credit.

Natural and Handmade Variations

Many From The Andes products incorporate natural fibers, artisan techniques, handmade construction, vintage materials, or individually produced components.

Natural variations in color, texture, fiber, weave, grain, shape, dimensions, pattern placement, handmade construction, artisan workmanship, or disclosed vintage condition are not considered defects when those characteristics are inherent in the merchandise or accurately represented in the product description.

This does not affect remedies that may apply when merchandise is damaged, defective, materially different from its description, or incorrectly fulfilled.

Customer-Choice Returns

A customer-choice return is a return based on preference rather than a verified problem with the merchandise or order fulfillment.

Examples include:

• Changing your mind
• Fit or sizing preference
• Color or style preference
• Ordering the wrong size, color, or item
• No longer wanting the merchandise

For eligible customer-choice returns from the 48 contiguous United States and the District of Columbia, From The Andes Inc. provides and pays for a prepaid return shipping label.

Original outbound shipping and optional expedited-shipping charges are nonrefundable for customer-choice returns, except where required by applicable law.

If you purchase your own return shipping instead of using the label provided by From The Andes Inc., that shipping expense will not be reimbursed unless we authorized it in writing before shipment.

Refunds

For an approved return, the refund is based on the merchandise price actually paid after discounts, together with any refundable sales tax attributable to the returned merchandise.

Original outbound and expedited shipping charges are not included in a customer-choice merchandise refund.

We do not charge a restocking fee for an approved return that satisfies this policy.

Refund Timing

We inspect returned merchandise promptly after receipt.

When a refund is approved, From The Andes Inc. initiates the refund to the original payment method within 3 business days after inspection.

Your bank, card issuer, payment processor, or financial institution may require additional time to post the refund to your account.

Exchanges

If you would like a different size, color, or item, contact us before returning the original merchandise.

Exchanges are subject to product availability.

For an eligible customer-choice exchange from the 48 contiguous United States and the District of Columbia, we provide a prepaid return shipping label for the original merchandise and standard shipping for the approved replacement item at no additional charge.

Expedited shipping requested by the customer may be charged separately.

If the requested replacement is unavailable, you may choose an eligible merchandise refund or store credit.

If an exchange involves a price difference, we will communicate the adjustment before completing the exchange.

Wrong Item, Size, Color, or Quantity

If we shipped an item, size, color, or quantity different from what appears on your order confirmation, contact us before returning the merchandise.

Please provide:

• Your order number
• A clear photograph of the merchandise received
• A photograph of the product tag, label, SKU, or other identifying information when available
• A brief description of the discrepancy

Please report apparent fulfillment errors as soon as reasonably possible, preferably within 3 business days after delivery. Prompt notice helps us verify inventory, fulfillment, and shipping records.

The preferred reporting period does not eliminate any consumer right or remedy that cannot legally be waived.

If we verify that From The Andes Inc. fulfilled the order incorrectly, we will cover any required return shipping and provide an appropriate resolution, which may include replacement, exchange, refund, or another mutually agreed resolution.

If a refund is issued because of a verified fulfillment error, any original shipping charges will be handled as required by applicable law and the circumstances of the transaction.

Damaged, Defective, or Materially Misdescribed Merchandise

If merchandise arrives damaged, appears defective, or appears materially different from its product description, contact us before using, washing, altering, repairing, or returning it.

Please provide your order number and, when reasonably available, photographs showing:

• The merchandise
• The specific problem
• The product tag, label, SKU, or identifying information
• The exterior and interior packaging if transit damage is involved
• The shipping label when relevant

Please report apparent transit damage as soon as reasonably possible, preferably within 3 business days after delivery, so packaging and delivery evidence can be preserved.

Failure to report within this preferred period does not automatically eliminate a consumer right or remedy that cannot legally be waived.

We may request additional photographs, information, or return of the merchandise when reasonably necessary to evaluate the claim.

If damage, a defect, a material misdescription, or a fulfillment error is verified, we will provide an appropriate resolution based on the circumstances and applicable law. This may include repair, replacement, exchange, refund, or another mutually agreed resolution.

When return of the merchandise is required for a verified issue, From The Andes Inc. will provide and pay for the return shipping label.

Store credit will not replace a monetary refund when applicable law requires a monetary refund unless the customer voluntarily chooses store credit.

Store Credit

When store credit is selected as the resolution for an eligible return, the credit does not expire and may be used toward a future From The Andes Inc. purchase.

Store credit is not redeemable for cash except where required by applicable law.

Prepaid Return Labels

From The Andes Inc. provides and pays for a prepaid return shipping label for eligible returns originating within the 48 contiguous United States and the District of Columbia.

When we provide a prepaid label, please use that label and follow the supplied return instructions.

If you independently purchase another shipping service without our prior written authorization, that expense will not be reimbursed.

Issuance of a prepaid return label authorizes transportation of the merchandise back to From The Andes Inc. It does not by itself constitute approval of a refund.

Order Cancellation Before Shipment

Contact us promptly if you need to cancel an order.

We cannot guarantee cancellation after an order has entered processing, fulfillment, or has been transferred to a carrier.

If we successfully cancel an order before shipment, we will refund the merchandise price and any shipping charge collected for the canceled order.

Returns That Do Not Meet This Policy

If returned merchandise does not meet the eligibility or condition requirements of this policy, we will notify you.

Merchandise that is used, worn, washed, altered, damaged, incomplete, or otherwise ineligible may be declined for a voluntary refund, exchange, or store credit to the extent permitted by applicable law.

Return Abuse and Fraud

From The Andes Inc. may decline a voluntary return when there is reasonable evidence of merchandise substitution, false claims, materially altered merchandise, excessive wear, repeated misuse of the return process, or other fraudulent or abusive conduct, to the extent permitted by applicable law.

We may request reasonable supporting information when investigating a reported defect, damage claim, material misdescription, or fulfillment error.

We also reserve the right to decline future transactions involving documented fraud or abuse where permitted by applicable law.

Nothing in this section limits any consumer right or remedy that cannot legally be waived.

Contact Us

For questions about returns, exchanges, refunds, damaged merchandise, measurements, materials, product condition, or provenance, contact:

From The Andes Inc.
56 Vista Del Valle Road
Ranchos de Taos, NM 87557
United States
Email: info@shopfromtheandes.com