Returns & Refunds

Version 1.0.0 · Published on May 1, 2026

Last updated: June 13, 2026

Scope

These terms cover physical yearbooks and photo packages sold through Chasqui Store. Digital downloads and personalized / print-on-demand items are non-refundable once the order has been sent to production, except in cases of manufacturing defect or manifest error attributable to Chasqui Store.

Refund window

You may request a refund within 14 calendar days of pickup, provided the product is in good condition and unmarked. Items showing use, damage caused after pickup, or missing components attributable to the buyer are not eligible.

How to request a refund

1. Reply to your order confirmation email stating the reason and attaching photos that support the claim.
2. We review your case within 2 business days and confirm whether the refund is approved, along with the next-step details.
3. Approved refunds are issued to the original payment method. Card refunds processed through Openpay typically post in the issuing bank's statement within 5–10 business days. Bank-transfer refunds are coordinated by email to the account you provide.

Credit notes (SUNAT)

If we already issued an electronic Boleta or Factura for your order, the refund triggers an electronic credit note (nota de crédito) which you will receive by email together with the refund confirmation. Keep the XML, PDF, and CDR for your tax records.

Non-refundable items

• Personalized photo packages whose images have been delivered or whose production has already begun.
• Products damaged after pickup or due to causes outside Chasqui Store's control.
• Orders picked up more than 14 calendar days ago, unless applicable law requires otherwise.

Libro de Reclamaciones

If we cannot resolve your issue directly, you may file a formal complaint through our virtual Libro de Reclamaciones, in accordance with Ley N° 29571 and D.S. 011-2011-PCM. We respond within 15 business days (art. 24 of Ley N° 29571, as amended by Ley N° 31435). If your complaint remains unresolved to your satisfaction, you may take it directly to Indecopi.

Contact

Email us at sales@chasqui.store with your order number and we will help.