Returns & Refund Policy

01. Return & Refund Policy Overview

This Returns & Refund Policy applies to purchases made through the online store operated by ALVORIX LTD.

We aim to handle return and refund requests fairly, consistently and in accordance with applicable consumer protection legislation.

Our standard policy follows applicable statutory cancellation rights. We do not offer an additional discretionary change-of-mind return period beyond those rights.

Where mandatory consumer protection rules provide additional rights, those rights will apply.

02. Cancellation & Return Period

For most eligible online purchases covered by UK consumer law, customers have the right to cancel their order within 14 calendar days after receiving the goods, without giving a reason.

If one order contains multiple items delivered separately, the statutory cancellation period generally runs from receipt of the final item.

To exercise your cancellation right, you must notify us of your decision before the applicable cancellation period expires.

You can notify us by emailing support@alvorix.com or by sending an unambiguous cancellation statement through our contact channels.

Your cancellation does not depend on receiving prior return authorisation. We recommend contacting us for the correct return shipping instructions.

03. Return Condition Requirements

When exercising a statutory cancellation right, customers may inspect goods to establish their nature, characteristics and functioning, as they reasonably could in a shop.

We encourage customers to return products with:

• All components and accessories originally supplied.
• Original product packaging, where reasonably available.
• Any accompanying product instructions or documentation.
• Appropriate protective packaging to reduce the risk of damage during return.

Customers may be responsible for diminished product value caused by handling beyond what was necessary to inspect the item, where deductions are permitted by law.

Missing original packaging alone does not automatically remove a statutory right to cancel.

These conditions do not limit statutory remedies available for faulty or incorrectly described goods.

04. How to Request a Return

To make the return process straightforward, we recommend following these steps:

1. Email support@alvorix.com with your order number and request.
2. State whether you wish to cancel your order or are reporting a defective, damaged or incorrect item.
3. Our customer support team will provide appropriate return instructions and the designated return destination.
4. Pack the goods securely and send them within the applicable return period.
5. Retain proof of postage and any available tracking information.

Please do not send returned goods to our registered company office unless we specifically confirm that this address accepts returns.

The appropriate return destination will be provided promptly by customer support.

Contacting us for instructions does not extend or remove any statutory cancellation deadline.

05. Return Shipping Costs

Change-of-Mind Returns

Where permitted by law and disclosed before purchase, customers are responsible for the direct cost of returning goods when exercising a change-of-mind cancellation right.

Return shipping charges depend on the shipping destination, carrier and selected service.

We recommend using a trackable postal service and retaining proof of dispatch.

Faulty or Incorrect Products

Where goods are faulty, damaged on arrival or incorrectly supplied, ALVORIX LTD will provide the remedies and bear the reasonable return costs required by applicable consumer law.

06. Refund Processing & Timelines

For eligible statutory cancellations, refunds will be made without undue delay and within the time limits required by applicable law.

Where goods have already been supplied, we may withhold reimbursement until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Under the applicable UK statutory cancellation rules, the refund deadline is normally 14 days after that point.

Refund Amounts

A qualifying cancellation refund generally includes:

• The price paid for the eligible returned products.
• The applicable standard outward delivery charge, as required by law.
• Any further amounts required by applicable consumer legislation.

Additional costs for an upgraded delivery method selected by the customer need not be refunded beyond the relevant standard delivery charge, where permitted by law.

Any lawful deduction for excessive handling will be explained where applicable.

Refund Method

Refunds are normally issued to the original payment method used at checkout, unless an alternative is expressly agreed and does not impose additional fees on the customer.

Once a refund has been issued, the time required for the funds to appear may depend on the payment provider or issuing bank.

07. Damaged, Defective or Incorrect Items

We aim to provide products that match their descriptions and meet applicable quality standards.

If you receive a defective, damaged or incorrect item, please contact us as soon as reasonably possible.

Include your order number and a description of the problem. Photographs may help us assess the issue.

Where UK consumer law applies, customers generally have a short-term right to reject non-conforming goods within 30 days of delivery.

Where that right applies, customers may be entitled to a full refund.

After the initial period, repair, replacement, price reduction or refund remedies may apply depending on the circumstances and law.

Reporting a fault later than a suggested customer service timeframe does not automatically remove statutory rights.

08. Exceptions to Cancellation Rights

Certain products may be excluded from statutory change-of-mind cancellation rights where applicable consumer law permits.

Examples may include:

• Goods made to the customer's specifications or clearly personalised.
• Sealed goods that are not suitable for return for health or hygiene reasons after their seal has been broken following delivery.
• Other products expressly exempted by applicable consumer legislation.

For fashion accessories, any hygiene-related exception applies only where the relevant legal conditions are satisfied. It is not a blanket exclusion for all jewellery or accessories.

These exceptions do not remove legal rights relating to defective, damaged or incorrectly described products.

Products purchased during a sale or promotion retain their applicable statutory consumer rights.

09. Exchanges & Replacements

We do not guarantee discretionary exchanges for changes in personal preference, such as choosing a different style or colour.

Where a statutory cancellation right applies, customers may cancel and place a new order for their preferred product.

Where goods are faulty or otherwise fail to meet applicable legal requirements, repair or replacement remedies will be provided where legally required.

10. Order Cancellations

If you wish to cancel an order before it is dispatched, please contact our support team promptly.

We will review the order status and process the request in accordance with the applicable contract and your legal rights.

If an order has already been shipped, eligible customers may still exercise their statutory cancellation rights within the applicable period.

11. Return Parcels & Delivery Issues

Customers are encouraged to use a reliable and trackable shipping service when returning goods.

Please retain proof of postage, particularly when cancelling within a statutory return period.

If a return parcel is delayed or lost, contact us with any available shipping evidence.

Refund entitlements will be assessed in accordance with applicable law, including any right to reimbursement after providing evidence that goods were sent.

For goods lost or damaged during their original delivery to a customer, we will comply with applicable delivery and consumer rights.

12. Statutory Consumer Rights

Nothing in this Returns & Refund Policy excludes, restricts or overrides mandatory statutory consumer rights.

For customers covered by United Kingdom consumer legislation, relevant laws include the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Customers in other jurisdictions may have additional mandatory consumer protections.

Where those rules apply, they take precedence over conflicting provisions in this policy.

13. Model Cancellation Form

You may use the following wording to notify us of your decision to cancel an eligible purchase. Using this form is optional.

Send your cancellation notice to support@alvorix.com .