Refund policy

Embracing the Art of Artisanal Diversity: At Orange Inca, we are proud to offer an ever-evolving collection of homewares, fashion accessories, and lifestyle products, each with its own story. Our items, ranging from intricate handwoven bags to luxurious frazadas, chic upholstery benches, and beyond, represent a fusion of traditional Peruvian craftsmanship with contemporary luxury. Crafted from a variety of materials like junco straw, sheep wool, alpaca, and cotton, our products celebrate the rich tapestry of sustainable practices and cultural heritage. Each piece in our collection is a testament to the "perfect imperfections" that characterise authentic handcrafting, adding unique character and sophistication to every product.

Australian Consumer Law Compliance: Your rights under the Australian Consumer Law are paramount. Our policy complies with the standards and protections provided by the ACL, ensuring that you can shop with confidence and peace of mind.

Refunds and Returns:

• Faulty Products: If an item is faulty, significantly different from our description, or unsafe, you are entitled to a choice of a refund, exchange, or repair, as per your rights under the ACL.
• Change of Mind: Given the unique nature of our products, we do not offer refunds or exchanges for change-of-mind purchases. This does not affect your rights under the ACL for faulty products.

• Imperfect Items (Final Sale):
  From time to time, we offer a limited selection of “imperfect” pieces at a reduced price. These items may present minor aesthetic variations or irregularities that do not affect the functionality or durability of the product.

  These characteristics are part of the product description and are accepted at the time of purchase. As such, imperfect items are final sale and are not eligible for return, exchange, or refund, including for change of mind.

• Assessment of Fault: In cases where a product is claimed to be faulty, we will assess the item to determine if the fault is a result of the inherent handcrafting process or a genuine product flaw. Our commitment to authenticity and sustainability means embracing the natural variances that come with artisanal production.

Contact Us: Should you have any concerns or require assistance with a return, please contact us at returns@orangeinca.com. We are dedicated to providing you with an experience that reflects our brand's values of sophistication, heritage, and luxury.

Requesting a Refund or Return: To initiate a return, please email us at  returns@orangeinca.com with the reason for the return, specify the items, and include your proof of purchase. You must contact us within 14 days of receiving your order for the request to be considered and assessed. Please allow us 3 business days post-receipt of the returned products to assess and process your return.

Proof of Purchase: When requesting a return for faulty products, we generally require proof of purchase. This helps us confirm that the item was bought from Orange Inca and assists in processing your request efficiently. Proof of purchase may include:

• A receipt or invoice.
• A bank or credit card statement.
• An order confirmation or online purchase confirmation email.

No Proof of Purchase: If you do not have the original proof of purchase, we ask that you provide us with alternative proof, such as a bank or credit card statement showing the purchase. We understand that in certain situations, proof of purchase may not be available. In such cases, please contact us at returns@orangeinca.com to discuss available options. We will do our best to assist you, keeping in line with your rights under the Australian Consumer Law.

Returning Products: Upon accepting your return request, we will provide instructions for sending back the items. Items returned without prior approval may not be accepted. The responsibility for the safe return and shipping costs lies with you, the customer, unless the product is considered faulty or not as described, post-assessment. We recommend using a trackable, insured shipping method. Returned items must be in their original condition, unused, unwashed, unaltered, with all tags and packaging intact. Returns that do not meet these criteria may be rejected.

Bundled items: For bundled items, store credit will be issued for the remainder after accounting for the unbundled price of the retained items.  

Faulty Products: Please inspect your order upon arrival. If you discover any defects, damages, or if you receive the wrong item, please contact us immediately so we can address and rectify the issue. Your rights under the Australian Consumer Law entitle you to a replacement, repair, or refund for products that fail to be of acceptable quality or do not match the description provided. In the event that the same product is no longer available (e.g., due to stock limitations), we will offer you an alternative item of equal value, or other remedies such as a refund or store credit. The choice of remedy in such cases will be mutually agreed upon, ensuring it aligns with the consumer guarantees provided by the ACL. We are committed to ensuring your satisfaction in accordance with these rights.

Specific Policy for Gift Cards

Purchase and Use of Gift Cards: At Orange Inca, we offer gift cards for those who wish to share the beauty of our artisanal products with others. Gift cards are available for purchase online and, and can be redeemed against any of our products.

Expiry Period: Our gift cards come with a maximum three-year expiry period from the date of purchase, giving your recipients ample time to select their perfect item. The expiry date is clearly stated on each gift card.

Non-Refundable: Please note that gift card purchases are non-refundable. We do not offer refunds on gift cards for change of mind. This does not affect your statutory rights.

Faulty or Misdescribed Gift Cards: In the unlikely event that a gift card is faulty, not activated, or has been misdescribed, we will ensure this is rectified. This may involve replacing the gift card or rectifying the issue with its value or activation.

Lost or Stolen Gift Cards: We are unable to replace or refund lost or stolen gift cards. We recommend treating gift cards like cash and keeping them secure.

Redeeming Gift Cards: Gift cards can be redeemed online at our website. If your purchase exceeds the value of the gift card, the balance must be paid by another payment method. Conversely, if your purchase is less than the value of the gift card, the remaining balance will stay on the card for future use, within the original expiry period.

Checking Balance: For information on your gift card balance, please contact us at hello@orangeinca.com.

Terms and Conditions: Gift cards are subject to terms and conditions, which are available on our website and provided at the time of purchase.

Order Modifications: Please review your order carefully before checkout, as we are unable to edit, change, or cancel orders once placed. For further assistance, contact us at hello@orangeinca.com.

EU Customers - For orders shipped to the European Union, you have a 14-day cooling-off period to cancel or return your order for any reason, provided the item is in its original condition, unused, with tags, and in its original packaging. Proof of purchase is required.