Politique de remboursement

Last updated: September 4, 2026

This Returns and Refunds Policy applies to purchases made from From The Andes Inc. through www.fromtheandes.net. It explains our voluntary return program, exchanges, store credit, refunds, return shipping, and procedures for damaged, defective, materially misdescribed, or incorrectly fulfilled merchandise. Nothing in this policy limits any consumer right or remedy that cannot be waived under applicable law.

Returns at a Glance

• Return window: Eligible merchandise may be returned within 30 calendar days after delivery.
• Contact: Email info@shopfromtheandes.com before returning merchandise.
• Condition: Merchandise must be unused, unworn except for a brief indoor fit check, unwashed, unaltered, complete, and in original condition.
• Return shipping: From The Andes Inc. provides and pays for a prepaid return shipping label for every eligible U.S. return.
• Original shipping: Original outbound shipping and optional expedited-shipping charges are nonrefundable except where required by applicable law.
• Merchant error: If we verify that we shipped the wrong item or that merchandise arrived damaged, defective, or materially misdescribed, we will provide an appropriate remedy and a prepaid return shipping label when a return is required.
• Restocking fees: We do not charge a restocking fee for an approved return that meets this policy.
• Refund timing: Approved refunds are initiated within 3 business days after inspection.

30-Day Voluntary Return Window

Eligible merchandise may be returned under our voluntary return program when the return request is made within 30 calendar days after delivery.

The return window is measured from the carrier-recorded delivery date or another documented delivery date reasonably available to From The Andes Inc.

The 30-day return period does not create a right to use, wear, wash, alter, or otherwise place merchandise into service before returning it. Returned merchandise must satisfy the condition standards stated below.

Requesting a Return or Exchange

Before returning merchandise, email info@shopfromtheandes.com within 30 calendar days after delivery.

Please include:

• Your order number
• The item you wish to return or exchange
• The reason for the request
• Your requested resolution

Returns and exchanges require prior authorization so that we can provide the correct return instructions and properly identify and process the merchandise.

Merchandise returned without authorization may experience processing delays and remains subject to all eligibility and condition requirements in this policy.

Authorization to return merchandise does not constitute approval of a refund. Returned merchandise must first be received and inspected.

Return Condition Standards

Merchandise may be tried on briefly indoors only to determine fit, appearance, or suitability. Merchandise may not be worn for ordinary use and then returned.

To qualify for a voluntary return, merchandise must be:

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

Original tags, packaging, accessories, certificates, and included documentation should be returned with the item when they were supplied with the purchase.

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

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

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

This provision does not eliminate any remedy that may apply when merchandise is materially different from its description, incorrectly fulfilled, damaged in transit, or otherwise subject to rights that cannot legally be waived.

Ordinary Voluntary Returns

An ordinary voluntary return includes a return based on customer preference rather than a verified problem with the merchandise or fulfillment of the order.

Examples include:

• Changed mind
• Fit or sizing preference
• Color preference
• Style preference
• The customer ordered the wrong size, color, or item
• The customer no longer wants the merchandise

For every eligible U.S. voluntary return, From The Andes Inc. provides and pays for a prepaid return shipping label.

Original outbound shipping charges and optional expedited-shipping charges are nonrefundable for ordinary voluntary returns.

If a customer independently purchases a return shipping service, From The Andes Inc. does not reimburse that expense unless reimbursement was expressly authorized by us in writing before shipment.

Refunds, Exchanges, and Store Credit

For an eligible voluntary return that is authorized, received, inspected, and approved, the available resolution may include:

• Refund: A refund of the eligible merchandise price actually paid to the original payment method.
• Exchange: An exchange for an available replacement item.
• Store credit: Credit for a future From The Andes Inc. purchase.

Store credit issued under this policy does not expire and is not redeemable for cash except where required by applicable law.

Refund Amounts

For an approved voluntary 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 shipping charges and optional expedited-shipping charges are not included in a voluntary merchandise refund.

This treatment of original shipping also applies when From The Andes Inc. provides a prepaid return label, except when refund of an original shipping charge is specifically required by applicable law.

Providing or paying for return shipping does not, by itself, make the original outbound shipping charge refundable.

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

Refund Timing

Returned merchandise is inspected 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.

The customer's bank, card issuer, payment processor, or financial institution may require additional time to post the refund.

Exchanges

Customers requesting a different size, color, or item should contact us before returning merchandise.

Approved exchanges are subject to product availability.

For an eligible U.S. customer-choice exchange, From The Andes Inc. provides and pays for a prepaid return shipping label for the original merchandise.

From The Andes Inc. may provide standard outbound shipping for an approved replacement item at no additional charge. Additional or expedited shipping requested by the customer may be charged separately.

If the requested replacement is unavailable, the customer may request 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, or Color Shipped by From The Andes

If you believe From The Andes Inc. shipped an item, size, color, or quantity different from what appears on your order confirmation, please 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 an apparent fulfillment error as soon as reasonably possible after delivery, preferably within 3 business days. Prompt notice allows us to verify inventory, fulfillment records, packaging, and shipping information while those records are readily available.

Failure to report an issue within this preferred period does not eliminate a consumer right that cannot legally be waived.

After reviewing the information provided, From The Andes Inc. will determine whether a fulfillment error occurred.

If we verify that From The Andes Inc. shipped the wrong merchandise, our normal objective is to correct the order by supplying the merchandise originally purchased when it remains available.

Depending on the circumstances and applicable law, the resolution may include replacement, exchange, refund, or another mutually accepted resolution.

When return of incorrectly fulfilled merchandise is required, From The Andes Inc. will provide and pay for a prepaid return shipping label.

Payment of return shipping for a verified fulfillment error does not automatically make the original outbound shipping charge refundable. Original outbound shipping charges remain nonrefundable except where reimbursement is required by applicable law.

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 the merchandise.

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

• The merchandise
• The specific problem being reported
• The product tag, label, SKU, or other identifying information
• The exterior packaging when transit damage is alleged
• The interior packaging when transit damage is alleged
• The shipping label when relevant to the claim

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

Failure to report within this preferred period does not automatically waive 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 a defect, shipping damage, material misdescription, or fulfillment error is verified, From The Andes Inc. will provide an appropriate remedy consistent with the circumstances and applicable law.

The resolution may include repair, replacement, exchange, refund, or another mutually accepted resolution.

When return of merchandise is required because of a verified defect, shipping damage, material misdescription, or fulfillment error, From The Andes Inc. will provide and pay for a prepaid return shipping label.

Original outbound shipping charges are not automatically refundable merely because From The Andes Inc. pays the cost of returning merchandise. Original outbound shipping will be refunded only when required by applicable law or when From The Andes Inc. expressly agrees otherwise.

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

Prepaid U.S. Return Labels

From The Andes Inc. provides and pays for a prepaid return shipping label for every eligible U.S. return, including an ordinary voluntary return, an approved exchange, a verified fulfillment error, shipping damage, a defect, or a material misdescription when return of the merchandise is required.

If From The Andes Inc. provides a prepaid label, the customer must use that label according to the supplied instructions.

If the customer instead chooses another carrier or shipping service without prior written approval, that independently purchased shipping expense will not be reimbursed.

The 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 or agreement to refund the original outbound shipping charge.

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 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 qualify for our voluntary return program or does not satisfy the applicable condition standards, we will notify the customer.

No voluntary refund, exchange, or store credit will be issued for merchandise that does not qualify under this policy, except where applicable law requires another result.

If merchandise is returned in a used, worn, washed, altered, damaged, incomplete, or otherwise ineligible condition, From The Andes Inc. may decline the voluntary return to the extent permitted by applicable law.

Return Authorization Does Not Guarantee a Refund

Authorization to return merchandise means only that From The Andes Inc. has authorized the merchandise to be sent back for processing or inspection.

Return authorization, provision of a shipping label, or receipt of returned merchandise does not automatically establish eligibility for a refund.

Refund eligibility is determined after the merchandise is received and reviewed under this policy, subject to any rights or remedies required by applicable law.

Abuse, Fraud, and Misuse of the Return Process

From The Andes Inc. reserves the right, to the extent permitted by applicable law, to decline voluntary returns or future transactions involving suspected fraud, merchandise substitution, false claims, materially altered merchandise, excessive wear, repeated misuse of the return process, or other conduct inconsistent with this policy.

We may request reasonable supporting information before authorizing a return or other remedy when a claim involves an alleged defect, damage, material misdescription, or fulfillment error.

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

Contact Us

For questions regarding returns, exchanges, refunds, damaged merchandise, measurements, materials, product condition, or provenance information, contact us at:

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