Refund policy

Refund and Return Policy

Retail Sales

Returns for retail sales can only be made if you notify us within 5 days of receiving the item. A restocking fee of $7.99 will be applied, and the return shipping costs are the responsibility of the client. Please contact us at info@incaartwear.com with your order number and details of the return to begin the process.

Returns and Refunds on Wholesale Orders

Each item in our wholesale inventory undergoes multiple inspection points to ensure that it meets our stringent quality standards. We understand the importance of providing you with merchandise that not only meets but exceeds your expectations.

Every situation is unique, and customer satisfaction is paramount. Therefore, refund and return requests will be handled on a case-by-case basis. Our dedicated customer service team is ready to work with you to find the best solution for your specific situation, ensuring your experience with our wholesale program is positive and hassle-free.

It's important to note that some items in our wholesale collection are handmade, adding a unique and personal touch to each piece. Due to the nature of handmade products, slight variations may occur, enhancing the individuality and charm of each item. We believe these differences contribute to the authenticity and character of our products.

In the rare instance that you receive damaged goods, we stand behind the quality of our merchandise. Our commitment to your satisfaction includes the option for refunds in the case of damaged items. We strive to make the process as seamless as possible, addressing any concerns promptly and efficiently.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company—it may take some time before your refund is officially posted. Next, contact your bank as there is often some processing time before a refund is posted.

If you’ve done all of this and still have not received your refund, please contact us at billing@incaartwear.com.

Sale Items (if applicable)

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded, including items purchased with a discount or promotional code.

Refund and Return Policy for Superfino Hats

At Inca Artwear, we take pride in offering meticulously handcrafted Superfino Panama Hats that represent the epitome of luxury and craftsmanship. Due to the custom-made nature of these products, we have a specific refund and return policy in place. Please read the following guidelines carefully:

  • Custom-Made Products: Superfino Panama Hats are crafted with exceptional care and are made to order based on individual specifications. As such, these hats are not eligible for standard refunds or returns.

  • Special Occasion Consideration: In certain cases, we may consider refunds or returns for Superfino Hats on a case-by-case basis. This will be done at our discretion and only in exceptional circumstances, such as a manufacturing defect or significant deviation from the requested specifications.

  • Contact Information: If you believe your Superfino Hat requires a refund or return, please reach out to us at info@incaartwear.com. Make sure to provide your order number and a detailed request explaining the specific issue or reason for your refund or return.

  • Evaluation Process: Each refund or return request will be individually assessed by our team. We may request additional information or images to better understand and evaluate the issue. Our decision will be based on the nature of the request, the uniqueness of the product, and our commitment to customer satisfaction.

  • Communication and Timelines: We strive to provide timely and transparent communication throughout the refund or return process. We will keep you informed about the progress of your request and provide a resolution as promptly as possible.

  • Non-Refundable Items: Please note that items other than Superfino Hats, such as accessories or non-customized products, are subject to our standard refund and return policy, which can be found on our website.

We are committed to ensuring that our customers are satisfied with their purchases. While refunds and returns for Superfino Hats are limited due to their custom-made nature, we will make every effort to address any concerns or issues that may arise. Please contact us at info@incaartwear.com if you have any further questions or require assistance.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@incaartwear.com with your order number to get the process started, if eligible.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.

Shipping

To return your product, you should send us an email at info@incaartwear.com with your order number to get the process started, if eligible.

You will be responsible for paying for your shipping costs for returning your item.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.