Refund policy

Retail Customers

Pacha offers a refund for items within 15 days of delivery. However, our items can not be returned because they are grocery products.

Damaged or spoiled products. If your item arrives in bad condition (for example, expired, spoiled or damaged), contact us within 15 days of delivery at hello@pachaguayusa.org with your order number and photos. We will refund 100% of your order, including shipping.

Any other case. We do not refund for other reasons, such as change of mind or taste. If we approve a refund in any other case, it covers the price of the product only. Shipping is not refunded, because it is the amount charged by the carrier to deliver your order, not a cost we keep.

We are not responsible for any bag damage sustained during transportation and inspection at Customs.

Authorized Resellers

All reseller orders are made to order.

• No refunds once production has started.
• Full refund if canceled within 48 hours of payment and production has not begun.
• No refunds will be issued for shipping delays caused by factors beyond our control, such as logistics issues, customs processes, natural disasters, or internal conditions in the country of origin or destination.
• All reseller sales are final. No returns, refunds, exchanges, or credits will be issued for unsold inventory, slow sales, overstock, market conditions, business closure, or any other commercial reason.