Returns Policy

Returns Policy

1. A Customer who is a consumer has the right to fully or partially withdraw from the Agreement without giving any reason and without incurring additional costs, except for costs specified in Articles 33, 34(2), and 35 of the Consumer Rights Act.

2. The period for withdrawal from a distance contract is 14 days from the moment the Product is delivered. To meet the deadline, it is sufficient to send a withdrawal statement before the end of this period by post to MyAlpaca or electronically to craft@myalpaca.eu.

3. A suggested template form is available via the link here. Submitting a withdrawal statement without using the form does not affect the validity of the withdrawal, provided it contains the essential information about the Customer (name), contact details (email address and postal address), and identification of the Products covered by the withdrawal.

4. In the event of withdrawal from the Agreement, the Customer is obliged to return the Product to MyAlpaca at their own cost and risk. Returned products must be delivered directly to the company’s registered office.

5. MyAlpaca will refund all payments received from the Customer, including the cost of standard delivery, without undue delay and no later than 14 days from the day we receive the returned product(s) — provided that the items are returned unused, undamaged and in their original condition.

6. MyAlpaca reserves the right to refuse a full or partial refund if the returned Product shows signs of use, is damaged, or is incomplete.

7. If the Customer selected a delivery method other than the least expensive standard delivery option offered by MyAlpaca, the reimbursement will cover only the cost of that least expensive option. If an express delivery method was selected, only the cost of standard shipping will be refunded.

8. The Customer is responsible for any reduction in the value of the Product resulting from use beyond what is necessary to establish its nature, characteristics, and functioning, in particular cleaning or repair costs. To establish the nature, features, and functionality of the Products, the Customer should handle and inspect the Products only in the same way they could in a physical store.

9. MyAlpaca will refund payment using the same method used by the Customer, unless the Customer has explicitly agreed to another method that does not incur any costs for them.

1. Please note that the right to withdraw from a distance purchase does not apply to custom-made products, such as duvets or pillows manufactured to your specifications.

2. This includes any items that are made to order, based on your indicated size, filling, or other personalised parameters.

3. Even if standard size options are displayed on our website for convenience, each product is individually manufactured following your order. For this reason, these items are considered custom-made and not eligible for return or exchange under applicable consumer protection laws in the European Union and United Kingdom.