Refund policy

Effective date: June 2025  ·  Last updated: June 2025

Please read this policy carefully before making a purchase. By completing an order on caracasmerch.com, you acknowledge and agree to the terms described below.

1. General policy / No monetary refunds

Caracas Merch does not issue monetary refunds under any circumstance. All approved returns result in a store credit for the full value of the item. By completing your purchase, you expressly acknowledge and accept this policy.

2. Returns for store credit / United States only

We accept product returns in exchange for store credit only, for orders delivered within the continental United States.

We do not accept returns for orders shipped to Europe, Latin America, Asia, Africa, Oceania, or any other territory outside the United States. All sales outside the U.S. are final, without exception.

3. Eligibility requirements

For your return 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 item must be completely unworn and unwashed.
  • All original tags must be intact.
  • The item must be in resalable condition.
  • The order must have been delivered within the continental United States.

4. Non-eligible items

We do not accept returns in the following cases, without exception:

  • Items that have been worn, washed, damaged, or altered by the customer.
  • Items without original tags.
  • Requests submitted after the 14 calendar day window from confirmed delivery.
  • Items marked as "final sale", clearance, or special discount - unless the item has a manufacturing defect.
  • Orders delivered outside the United States.

5. Confirmed deliveries / Stolen or lost after delivery

Caracas Merch considers an order fully fulfilled once the carrier confirms delivery to the address provided at checkout. This confirmation may include tracking information, delivery photographs, timestamps, and recipient signature records.

We do not issue refunds, store credits, or replacements for orders confirmed as delivered by the carrier, regardless of whether the customer claims not to have received the package. This includes but is not limited to packages that are:

  • Stolen after delivery (commonly known as "porch piracy").
  • Delivered to a neighbor, building reception, or secure location by the carrier.
  • Reported as missing after a delivery confirmation has been issued.
  • Delivered to an incorrect address due to an error in the shipping information provided by the customer at checkout.

If your tracking shows your package was delivered but you have not received it, we recommend:

  • Checking with neighbors or building management.
  • Contacting the carrier directly to open a missing package investigation.
  • Filing a police report if you believe the package was stolen.
  • Contacting your homeowner's or renter's insurance, if applicable.

While we are unable to take responsibility for packages after confirmed delivery, we are happy to assist you in opening a claim with the carrier when possible. Please contact us at info@caracasmerch.com and we will do our best to support you through the process.

6. Store credit

Approved returns generate a store credit for the full value of the returned item (excluding original shipping costs). Store credit:

  • Does not expire.
  • Can be used on any future purchase at caracasmerch.com.
  • Is non-transferable and cannot be exchanged for cash.

7. Manufacturing defects and our errors

If you received an item with a verifiable manufacturing defect or an incorrect item (different from what you ordered), please contact us within 14 calendar days of delivery with photos of the issue at info@caracasmerch.com.

In these cases, Caracas Merch will cover the return shipping costs. We will send a replacement item if available in inventory, or issue a store credit for the full value if not. No monetary refunds will be issued even in these cases.

8. Shipping costs

  • Original shipping costs are non-refundable under any circumstance.
  • The customer is responsible for all return shipping costs, except when the return is due to our error or a manufacturing defect.
  • We recommend using a tracked shipping service. Caracas Merch is not responsible for returned items lost in transit.

9. How to submit a return request

  1. Email info@caracasmerch.com with your order number, photos of the item, and the reason for the return.
  2. We will respond within a maximum of 5 business days with approval or denial of your request and shipping instructions.
  3. Once the item is received and inspected, we will notify you whether the return has been approved.
  4. If approved, the corresponding store credit will be issued.

Important: Do not send any item back without first receiving written approval from our team. Unauthorized returns will not be processed.

10. Limitation of liability

Caracas Merch will not be liable for damages, losses, or inconveniences resulting from the inability to process a return due to circumstances 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.

Questions? Email us at info@caracasmerch.com - we respond within a maximum of 5 business days.