Effective: June 2025 · Last updated: October 2026
Please read this policy carefully before making your purchase. By completing an order on caracasmerch.com, you acknowledge and agree to the terms described below.
This Return Policy is an integral part of our Terms of Service and must be read together with them. In the event of any discrepancy between the two documents regarding returns and refunds, this policy shall prevail.
A summary of this policy and links to this document are displayed in the shopping cart before you complete your order.
1. General policy
Caracas Merch does not issue monetary refunds, except in the cases expressly stated in this policy. All approved returns result in store credit for the full value of the item. By completing your purchase, you expressly acknowledge and accept this policy.
The only exceptions to the above rule are:
- Orders paid with Klarna, which are governed by Section 15 of this policy.
- Orders by consumers in the European Union, the European Economic Area or the United Kingdom who exercise their right of withdrawal, as set out in Section 2A.
- Items with a manufacturing defect that cannot be replaced due to lack of inventory, as set out in Section 9.
- Orders cancelled by Caracas Merch or that we are unable to fulfill for reasons attributable to us, as set out in Section 10.
- Cases in which applicable law grants the consumer mandatory rights, as set out in Section 16.
2. Geographic scope of returns
We accept product returns for store credit only, for orders delivered within the 50 United States, the District of Columbia, and Puerto Rico.
This voluntary return program does not apply to orders delivered outside the territories listed above. Except as provided in Section 2A for consumers in the European Union, the European Economic Area and the United Kingdom, and in Section 16, sales to other destinations are final with respect to returns based on change of mind, size or personal preference.
This restriction applies to returns based on change of mind, size, or personal preference. Items with a verifiable manufacturing defect and incorrect shipments are covered in any destination country, in accordance with Section 9.
2A. Right of withdrawal for consumers in the European Union, the European Economic Area and the United Kingdom
If you are a consumer and your order was delivered to a country in the European Union, the European Economic Area (including Norway and Iceland) or the United Kingdom, you have the right to withdraw from your purchase without giving any reason within 14 days from the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the last item in the order. This right also applies to items marked as final sale and prevails over any contrary provision of this policy.
How to exercise it. Send us a clear statement of your decision to withdraw to info@caracasmerch.com, including your name, order number and the items you wish to return. You may use the following model, but it is not obligatory:
"To Caracas Merch LLC, info@caracasmerch.com: I hereby give notice that I withdraw from my contract of sale of the following goods: [items], ordered on [date] / received on [date]. Name: [name]. Address: [address]. Date: [date]."
To meet the deadline, it is sufficient for you to send your communication before the 14-day period has expired.
Returning the items. You must send the items back without undue delay and in any event no later than 14 days from the day you notify us of your decision. We will provide the return address, which may be our distribution center in Europe. You will bear the direct cost of returning the items, unless the item is defective or incorrect.
Refund. We will reimburse all payments received from you, including the original delivery costs (except any supplementary costs if you chose a type of delivery other than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day we receive your withdrawal notice. We will use the same means of payment you used, unless you expressly agree otherwise, and you will not incur any fees as a result. We may withhold the refund until we have received the items back or you have supplied evidence of having sent them, whichever is earlier.
Condition of the items. You may handle the items as you would in a physical store, for example to try them on. You are only liable for any diminished value resulting from handling other than what is necessary to establish their nature, characteristics and functioning, such as washing, wearing or removing the tags.
Exceptions. The right of withdrawal does not apply to items made to your specifications or clearly personalized, or to purchases made by businesses or for professional purposes.
If you prefer store credit instead of a refund, we can issue it at your request, but it will never be mandatory.
3. Conditions to be eligible for a return
Sections 3 to 5 govern the voluntary return program described in Section 2 and do not limit the rights in Section 2A.
For your request to be approved, all of the following conditions must be met:
- The request must be submitted within 14 calendar days from the delivery date confirmed by the carrier.
- The product must be completely unused and unwashed.
- All original tags must remain intact.
- It must be returned in resalable condition, free of odors, stains, pet hair, or any signs of use.
- The order must have been delivered within the geographic scope stated in Section 2.
- You must have received our prior written authorization before shipping the package.
4. Items not eligible for return
We do not accept returns in the following cases:
- Products that have been used, washed, damaged, or altered by the customer.
- Products without original tags.
- Requests submitted after the 14-calendar-day window from confirmed delivery.
- Products on final sale, clearance, or special discount marked as "final sale," unless the item has a manufacturing defect.
- Gift cards and digital products.
- Items delivered as a promotional gift or included free of charge with a purchase.
- Orders delivered outside the geographic scope of Section 2, except for manufacturing defect cases covered in Section 9.
5. Returned items that do not meet the conditions
Every returned item is inspected upon receipt. If the item does not meet the conditions of Section 3, or if it was shipped without prior authorization, no store credit or refund will be issued.
In that case we will notify you with photographs of the condition in which we received the item, and you may:
- Request that we ship it back to you, at your own shipping cost, within 14 calendar days of our notification.
- Authorize us to donate or discard it.
If we do not receive a response within that period, Caracas Merch may donate or discard the item with no obligation to provide any compensation. We do not store rejected items indefinitely.
6. Confirmed deliveries / Packages stolen or lost after delivery
Caracas Merch considers an order fulfilled once the carrier confirms delivery to the address provided at checkout. This confirmation may include tracking information, photographs, date and time records, and the recipient's signature.
As a general rule, we do not issue refunds, store credit, or reshipments for orders confirmed as delivered by the carrier. This includes, but is not limited to, packages that are:
- Stolen after delivery (known as "porch piracy").
- Delivered to a neighbor, building reception, or a safe location by the carrier.
- Reported as lost after a delivery confirmation issued by the carrier.
- Delivered to an incorrect address due to an error in the information provided by the customer at checkout.
However, we review each case individually. If your tracking shows the package as delivered but you have not received it, email us at info@caracasmerch.com within 7 calendar days of the confirmed delivery date and we will open a formal claim with the carrier on your behalf.
If the carrier approves the claim, we will issue a reshipment of the item if inventory is available, or store credit for the full value of the item.
While we handle the claim, we recommend that you:
- Check with neighbors or building management.
- Verify whether the carrier left the package in a safe location or alternate mailbox.
- File a police report if you believe the package was stolen.
- Contact your homeowner's or renter's insurance, if applicable.
7. Store credit
Approved returns generate store credit for the full value of the returned item, excluding original shipping costs and subject to the adjustment set out in Section 8. Store credit:
- Has no expiration date.
- Is issued in United States dollars (USD).
- May be used on any future purchase at caracasmerch.com.
- Is not transferable and cannot be redeemed for cash.
- Is issued within 5 business days of receipt and inspection of the returned item.
If the original order was paid in whole or in part with store credit, the corresponding portion will likewise be returned as store credit.
Size or color exchanges: for orders delivered within the geographic scope of Section 2, you may request to exchange an item for a different size or color of the same product, within the timeframe and under the conditions of Section 3, subject to inventory availability. You cover the return shipping of the original item and Caracas Merch covers shipping the new piece to you. If the size or color you need is not available, we will issue store credit for the full value of the item.
8. Returns affecting promotions or discounts
If a return causes your order to no longer meet the requirements of a promotion applied at the time of purchase, the store credit will be adjusted accordingly.
This includes, among other cases:
- Orders that reached the free shipping threshold and, after the return, fall below it: the waived shipping cost will be deducted from the credit.
- Promotions such as "buy two, get the third at a discount" or bundles with combined pricing: the credit will be calculated on the price actually paid for the returned items, not on their individual list price.
- Gift or promotional items included for reaching a minimum spend: they must be returned along with the main item, or their list value will be deducted from the credit.
9. Manufacturing defects and errors on our part
If you received a product with a verifiable manufacturing defect or an incorrect item (different from what you ordered), contact us within 14 calendar days of delivery with photographs of the issue at info@caracasmerch.com. This coverage applies to orders delivered in any country.
Legal guarantee. The 14-day period applies to our fast exchange process and does not limit any legal guarantee of conformity you are entitled to under applicable law. If you are a consumer in the European Union or the European Economic Area, we are liable for any lack of conformity that exists at the time of delivery and becomes apparent within two years of delivery; in the United Kingdom, your rights under the Consumer Rights Act 2015 apply. To exercise them, email us with photographs of the issue.
In these cases, Caracas Merch covers return shipping costs and we proceed as follows:
- An exchange for the correct item will be issued if inventory is available.
- If the item is unavailable, you may choose between store credit for the full value or a refund of the item's value to your original payment method.
Manufacturing defects do not include the variations described in the "Product descriptions, colors, and measurements" section of our Terms of Service, including tone differences depending on your screen, tolerances of up to 2 cm in measurements, and minor variations in texture, finish, or print placement.
Manufacturing defects also do not include damage resulting from use, improper washing, or failure to follow the care instructions on the product label.
10. Cancellations and refunds for reasons attributable to Caracas Merch
When an order cannot be fulfilled for reasons attributable to Caracas Merch, the amount paid is refunded in full to your original payment method, not as store credit.
This applies in the following cases:
- Inventory shortage arising after order confirmation.
- Cancellation of the order by us, including cases of pricing error or legal destination restrictions.
- Cancellation requested by the customer and approved by us before the order is dispatched.
- Pre-orders or delayed orders that you choose to cancel under Section 10A of our Shipping Policy.
The refund is issued within 5 business days of the cancellation. The time it takes to appear in your account depends on your bank or payment provider.
11. Shipping costs
- Original shipping costs are non-refundable, except where the return is due to an error or manufacturing defect on our part, or where the order is cancelled under Section 10.
- The customer is responsible for all return shipping costs, except where the return is due to an error or manufacturing defect on our part, or where the order was paid with Klarna under Section 15.
- We recommend using a shipping service with tracking. The risk of loss or damage during return shipping rests with the customer until the package is received at our address. Caracas Merch is not responsible for returned items lost or damaged in transit.
12. How to request a return
- Email info@caracasmerch.com with your order number, photographs of the product, and the reason for the return.
- We will respond within a maximum of 2 business days with the approval or denial of your request and shipping instructions, including the return address.
- Ship the item within 7 calendar days of receiving our authorization. After that period, the authorization expires and you must request a new one, subject to the order still being within the 14-day window in Section 3.
- Once the item is received and inspected, we will notify you whether the return has been approved, within 5 business days of receipt.
- If approved, the corresponding store credit or refund will be issued.
Important: Do not ship any item back without prior written approval from our team. Items returned without authorization are governed by Section 5.
13. Misuse of the return process
Caracas Merch reserves the right to deny return requests and to restrict access to our services in cases of misuse of the process, including:
- A repeated pattern of returns disproportionate to the customer's purchase history.
- Return of clearly used items presented as new.
- False statements about the condition of the item, the delivery, or the contents of the package.
- Return of an item different from the one that was shipped.
In these cases we may deny the return, cancel future orders from the same customer, email address, shipping address, or payment method, and pursue any legal action that may apply.
This section applies to all orders, regardless of the payment method used, including those paid with Klarna.
14. Limitation of liability
Caracas Merch shall not be liable for damages, losses, or inconvenience arising from the inability to process a return for reasons beyond our control, including but not limited to packages stolen or lost after confirmed delivery, carrier errors, or incorrect addresses provided by the customer. In no event shall Caracas Merch's liability exceed the value of the original item purchased.
This limitation does not apply to liability that cannot be limited under applicable law, including liability arising from fraud, willful misconduct, gross negligence or personal injury caused by negligence, and does not affect the rights set out in Sections 2A, 9 and 16.
Some jurisdictions do not allow the exclusion or limitation of certain liabilities. In those jurisdictions, the foregoing limitations shall apply only to the maximum extent permitted by law.
This section applies to all orders, regardless of the payment method used, including those paid with Klarna.
15. Purchases made with Klarna
The following conditions apply exclusively to orders paid with Klarna and supersede, for those orders only, the provisions of Sections 1 through 12 of this policy regarding refund method, timeframes, item condition, and return shipping costs. Sections 13, 14, and 16 continue to apply in full.
If you paid for your order with Klarna, you have the right to return it within 14 calendar days of confirmed delivery and receive a full monetary refund of the amount paid to your original payment method through Klarna.
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Free return shipping. Caracas Merch covers the cost of return postage. Email us at info@caracasmerch.com with your order number and we will send you a prepaid return label.
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Item condition. For hygiene reasons, the item must be unopened and unused, with all tags and original packaging intact.
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No restocking fees. We do not apply restocking fees or any deduction from the refunded amount.
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No store credit or exchange. Orders paid with Klarna are always refunded in money. The store credit or exchange option described in the previous sections does not apply to Klarna purchases.
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Partial returns. If you return only part of your order, Klarna will adjust your payment plan to the remaining amount once we process the return.
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Refund timeframe. The refund is issued within 14 business days of receipt of the return at our address.
Return address:
Caracas Merch LLC
6966 NW 116th Ct
Doral, FL 33178
United States
Request the return label before shipping any package. Returns sent without prior authorization may delay refund processing.
We also recommend registering the return in your Klarna app so your installments are paused while we process the refund.
16. Mandatory consumer rights
Nothing in this policy limits, excludes, or modifies any mandatory consumer rights provided by applicable law. Where applicable law requires a refund, withdrawal right, repair, replacement, or other remedy, Caracas Merch will honor those rights, regardless of anything stated in the preceding sections.
In the event of a conflict between this policy and a mandatory legal provision applicable to your purchase, the legal provision shall prevail.
This section applies to all orders, regardless of the payment method used, including those paid with Klarna.
Questions? Email us at info@caracasmerch.com we respond within a maximum of 2 business days.
