ALPAKA is dedicated to providing our customers with high-quality products. To protect the rights of both parties, please read the following after-sales and warranty terms carefully:
1. Return & Exchange Policy
As stated in our exchange policy, we do not offer returns or exchanges for personal reasons (e.g., change of mind, incorrect sizing, or slight color variations).
2. Product Defects & Repair Handling
If you discover any manufacturing defects upon receiving your product, please contact us at support@alpakagear.hk within 7 days of receipt. For manufacturing defects that become apparent later, our 1-year warranty applies. Please provide clear videos or photos for our assessment. We will evaluate the issue and provide an appropriate repair or after-sales solution based on the situation.
3. Shipping Costs for Repairs
Please note that if you need to return the product to us for inspection or repair, you are responsible for arranging and covering the shipping costs, which are non-refundable. We cannot assume liability for items lost during transit; therefore, we strongly recommend using a tracked shipping service.
4. Warranty Coverage
What Is Covered (subject to customer service assessment):
- Manufacturing or production defects discovered within one (1) year from the date of purchase.
What Is Not Covered:
- Accidental damage occurring during daily use after receipt of the item.
- Normal wear and tear from regular use (e.g., fabric fading, hardware scratches).
- Damage caused by human negligence, improper use, or intentional acts (e.g., cuts, slashed fabric, overloading).
We continually seek opportunities to enhance our products to align more closely with customer requirements. We encourage you to share your feedback by emailing us at support@alpakagear.hk.