Return & Exchange Policy

1. Eligibility for Returns

To be eligible for a return or exchange:

  • Items must be unused, unwashed, and in their original packaging.

  • You must contact us within 7 days of receiving your order.

  • Proof of purchase (order confirmation or receipt) is required.

Note: Due to hygiene and safety reasons, certain home textiles (e.g., cushion covers, blankets, or other fabric products) may not be eligible for return once opened, unless defective.

2. Non-Returnable Items

We do not accept returns for:

  • Clearance or final-sale items.

  • Customized or made-to-order products.

  • Gift cards.

  • Items damaged due to misuse or improper care.

3. Defective or Damaged Products

If your order arrives damaged, defective, or incorrect, please email us within 7 days at hxygood123666@outlook.com with:

  • Order number

  • Photos showing the issue
    We’ll arrange a replacement or full refund as soon as possible.

4. Return Process

  1. Contact us via email to request a return authorization.

  2. Once approved, you’ll receive return instructions and the return address.

  3. Ship the item back using a trackable shipping method.

  4. Once received and inspected, we’ll process your refund or exchange within 5–10 business days.

5. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item arrived defective or in error.

  • We do not accept “cash on delivery” return parcels.

6. Refunds

Refunds are issued to your original payment method.
Depending on your payment provider, it may take 3–7 business days for the refund to appear in your account.

7. Exchanges

If you would like to exchange an item for a different size, color, or product, please contact us.
We’ll guide you through the process and check stock availability.

8. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Check your bank or card statement again.

  2. Contact your bank or card issuer — sometimes it takes time for refunds to post.

  3. If you’ve done all this and still haven’t received it, please contact us at hxygood123666@outlook.com.

9. Contact Us

If you have any questions about returns or exchanges, please contact us:
📧 hxygood123666@outlook.com

Thank you for choosing Alpacasso — your comfort and satisfaction mean everything to us.