Terms and conditions

Welcome to our web site!

Our website is, of course, public. It is intended for anyone who wishes to learn more about our company, our artisan partners, the crafting of alpaca products, and our working philosophy in Peru.

As a distributor, we do not sell to private individuals but exclusively to businesses that own a store or participate in sales events.
Our clients (companies within our distribution network – see the list under “Points of Sale”) can open an account to access the client area and place orders online.

Several sections of this policy are specifically intended for our clients, while others apply to anyone visiting our website.

Acceptance and modification of the terms of use

The use of the website www.pachamamacanada.com (the “Website”), owned by the company PachaMama Canada, implies acceptance of these Terms of Use (the “Terms”). By accessing the Website, the user acknowledges having read, understood, and agreed to comply with these Terms. If the user does not agree to these Terms, they must refrain from using the Website.

PachaMama Canada reserves the right to modify the Terms at any time, without prior notice.

These Terms apply solely to the use of the Website. For any other legal information, please refer to our Privacy Policy.

Intellectual property and usage restrictions

PachaMama Canada is the owner and operator of its website, its newsletter communications, and all promotional media. All content contained therein — including, but not limited to, text, data, photos, images, videos, trademarks, trade names, and other elements (collectively referred to as the “Content”) — is the property of PachaMama Canada and is protected under Canadian and international copyright and trademark laws.
Unless expressly authorized in writing by the Company, any modification, reproduction, publication, distribution, transmission, sale, or creation of derivative works based on the Content is strictly prohibited.

If you wish to use our product images for promotional purposes with your customers, you must first obtain our prior authorization and sign a specific agreement for that purpose.

Accuracy of information

PachaMama Canada strives to provide accurate and up-to-date information on its website, in its communications (newsletters, emails, or otherwise), and in informational documents sent to clients (price lists, order forms, size guides, etc.). However, PachaMama Canada cannot guarantee that the content is complete, error-free, or entirely current. The company assumes no responsibility for any inaccuracies, omissions, or errors, particularly regarding product descriptions, pricing, or availability.

PachaMama Canada reserves the right to correct or modify the content of the website at any time, without prior notice.

If you are dissatisfied with a purchase made through the website, your sole remedy is to return the product in accordance with our return policy in order to receive a full or partial refund.

Limitation of liability and disclaimer

While PachaMama Canada strives to keep the content of its website accurate and up to date, errors or omissions may occur. As such, our website — including its content and the products offered — is provided “as is,” without any warranties, either express or implied.

PachaMama Canada disclaims all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement. The company does not warrant that the website will operate uninterrupted, error-free, or that it will be free of viruses or other harmful components.

Under no circumstances shall PachaMama Canada be held liable for any direct, indirect, incidental, special, or consequential damages arising from the use of the website, its content, or its services — or the inability to use them — even if it has been advised of the possibility of such damages..

Client account

Client responsibility:

The Client is solely responsible for the use of their account, as well as for maintaining the confidentiality and security of all associated information, including passwords and any personal data linked to the account. The Client agrees to provide accurate, current, and truthful personal information when creating or managing their account, and to update it as needed.

Right to Suspend or Terminate:

PachaMama Canada reserves the right to suspend or terminate, without prior notice, the account of any User or Customer in the event of illegal use of the Website or violation of these Terms of Use, including breaches of acceptable use policies.

Indemnity

By using our Website, the User agrees to indemnify and hold PachaMama Canada harmless from any claim, liability, loss, cost, action, damage, or expense arising from their use of the Website or from any violation of these Terms of Use.

Applicable law

The Terms and Conditions set forth herein are governed by and interpreted in accordance with the laws of the Province of Quebec and the applicable laws of Canada, and shall be construed accordingly.

Privacy policy

Our Privacy Policy informs you about the personal information we collect, how we use it, the choices you have regarding our use of your personal information, and how you can access it.

Our Privacy Policy applies to the personal information we collect through our relationships with clients, as well as through our website, www.pachamamacanada.com, which is owned and operated by PachaMama Canada.

Please review our full Privacy Policy at the following page: https://pachamamacanada.com/privacy-policy

Contact

For further information or any questions regarding these Terms and conditions, please contact us at:

Maude Fodor, owner
info@pachamamacanada.com
514-222-6295
PachaMama Canada
2676, rang de la Rivière Nord,
Saint-Jean-Baptiste, Québec, J0L2B0

Orders

Minimum purchase:
Minimum purchase amount is $500 (before tax) for the first order and $100 (before tax) for any subsequent orders.

Order Submission:
You can submit your orders through our website, by email, or by phone. While we encourage the use of our website or our Excel order form with automatic calculations, their use is not mandatory.

Mentions / Product Variety:
Please note that should no specific mention be made on your order, we will by default send a selection of sizes, styles, models and colours. Please do not hesitate to contact us; we would be more than happy to help you with your purchase.

We recommend that you consult our website to view our products and to get a better idea of the sizes, styles, colours, etc. Please note that the images of our products are for illustrative purposes only. Because each of our products is handcrafted and unique, slight variations will occur and are normal.

Order processing:
Normally, your order will be processed within 3 working days. There may be a delay in processing for high-volume orders; you will be notified in such case.

Backorders (B.O.):
If an item is unavailable, your order will be kept in our system for two months. As soon your desired item becomes available, we will contact you to verify if you are still interested in ordering it.

Please note that our website does not display inventory levels. Once your order has been submitted, we will verify the availability of the requested items and inform you accordingly.

Additions and changes to an order:
We will accept additions and changes to your order up to 24 hours before shipping. We ask that you make any changes to your order as soon as possible. Please note any significant changes to your order could result in a delay in order processing.

Bulk orders:
We define a bulk order as one that requires us to increase our regular orders from our suppliers. In such a situation, a deposit of up to 50% of the order value will be requested at the time of order confirmation. Bulk orders can have a delivery time of 2 to 6 months, depending on the volume of goods, the type of product requested and on the time of year.

Shipping and shipping disclaimer

Shipping :
We ship our products across Canada using Purolator’s express business services, at the most economical rate available. Shipping costs are at your expense and reflect the exact amount charged by the carrier. If you have a Purolator account, we can ship your order using your account. The standard delivery time for regional shipments is typically 1 to 3 business days. The tracking number will be included on your invoice so you can track your package.

Note that a loss or damage insurance coverage of $100 is included with every shipment. If you need additional coverage, please let us know.

Shipping disclaimer:
On all orders, the responsibility of PachaMama Canada ceases once the merchandise is handed to the carrier. PachaMama Canada is not responsible for delays, loss or damage to the goods during shipment. It is your responsibility to ensure proper condition of the merchandise upon delivery, and to take appropriate insurance measures (see note regarding insurance above). If you find that the packaging and/or products are damaged, we strongly advise you to note in detail all damage upon delivery before the carrier leaves your home or office. Contact the carrier immediately to file a claim. Also, please contact us as soon as possible so we may support you through the process with the carrier. You must keep all merchandise, boxes and original packaging. It is also advisable to take pictures of the damaged parcel(s) and products. Receiving such timely information is needed to file a claim with the carrier and to avoid delays in return and replacement of damaged goods.

Shipping containers:
To lessen our ecological impact, we primarily use recycled boxes for shipping our products.

Errors on orders:
It is your responsibility to verify the quantities received. You have a period of 3 working days from the date of receipt of merchandise to notify us of any differences in your order. We will make the necessary adjustments on your invoice.

Product labeling

At PachaMama Canada, we believe in the importance of placing value on each artisan’s handiwork, as it takes hours to create the unique pieces in our line of products.

That is why we expect all labels remain attached to each product (sewn-in or attached separately). These labels are also useful for the consumer as they provide authenticity and respect for a particular artisan’s work.

Information regarding points of sale

With your authorization and beginning with your second purchase, your contact information will be published on our website as a point of sale for PachaMama Canada products. If you have not made any purchases over a period of 18 consecutive months, your business’ name will be removed from our website.

Newsletter

We regularly send newsletters to our clients via email using the Mailchimp web application. This allows us to inform you about promotions, product arrivals, and/or new items. To receive the newsletter, you must give your consent by checking the appropriate box when opening your account. You will also need to complete the online form that will be sent to you by email.

Satisfaction, returns and exchanges

We take your satisfaction to heart and we attach particular importance to the dispatch of quality products free of defects. However, should you receive a product that is defective or you are not satisfied with it, please contact us as soon as possible. Please read the following policy:

Refund:
Maximum 10 days following reception of goods. Valid for manufacturing defect (case 1 – see below) or order error (2).

Exchange and credit:
Maximum 30 days following the date of receipt of merchandise. Valid trade for manufacturing defects (1), order error (2) and dissatisfaction (3). Exchange made against goods of identical or equal value (subject to availability). Credit issued in the case of non-availability of the desired goods by the customer, carried to their account or credit rating, applicable to any future purchase. Exceeding the 30-day period, no exchange or refund will be accepted except in case of manufacturing defects (1), solely under evaluation of PachaMama Canada.

Acceptable Instances for Returns of Sold Products
1. Manufacturing defects (eg. hole, lost or missing stitch, etc.)
* In cases of slight manufacturing defects where repairs can be made and you wish to take responsibility, credit for the value of the repair can be offered to you with prior arrangement.

2. Order error
2.1. Our error: item shipped does not match your order (ex. size error)
2.2. Error on your part: oversight, mistake.

3. Merchandise which does not satisfy you, to a reasonable extent;
Please take note that since our products are predominantly handcrafted, slight variations will occur and are normal. Although we give particular attention to detail and are constantly working to improve our products with the artisans, it is impossible for us to guarantee a uniform appearance for each article. We therefore ask you to judge the quality of the product based on this fact. Note also that when no specific mention is given on your order, we send a variety of sizes, styles, patterns and colours by default. No refund is granted for reasons of taste or personal preference in terms of style, colour or size unless you have specified as such in your order and it is an order error on our part. If you have not made any specifications on your order, yet the product received is not to your satisfaction, please contact us and we will assess whether we can exchange it.
Refunds, credits and exchanges can be made only after receiving the returned goods. Note that in all cases, the initial shipping costs are non-refundable.

Condition of merchandise:
Permission is required from PachaMama Canada and product assessment remains at our sole discretion prior to any return of merchandise. Items must be returned in their original condition: they must be clean, kept dry, stored and folded properly and be free from strong odors (eg. cigarette). Any product that has been worn, washed or used will not be exchanged or refunded, except in the case of manufacturing defects (with the sole assessment of PachaMama Canada). Note that we may request photos in order to validate the non-conformity of the product.
Shipping of returned merchandise:
In all cases, approval is required from PachaMama Canada prior to returning any merchandise. Shipping costs of returned goods to our office are at your expense.
In the case of a manufacturing defect (1) or an error on our part (2.1), we will ship the replacement products at no cost. Otherwise, an error on your part (2.2) or dissatisfaction with the product (3) will result in shipping costs at your expense.