If one or more of the items ordered from alpenext are not suitable for you, please contact our customer service, we will be happy to help you sort the problem and find the best solution for you.
I. IMPORTANT NOTE
Since your order is printed especially for you, we are not responsible for refunds or exchanges due to incorrect fit issues. Buyers assume all risks when choosing the style and fit of their purchase. To better help you choose the right size, we have provided a size chart on each product page. Just click the product details link to find your best fit!
II. ORDER MODIFICATIONS OR CANCELLATIONS
Once your order is placed, you have 6 hours to contact our customer service and request order changes or cancellation. After 6 hours, your order has already gone into production and can no longer be changed.
III. DAMAGED / INCORRECT ORDER
At alpenext, we do our best to ensure product quality and order accuracy. However, occasionally you may receive a damaged item, poor quality printing, or an incorrect product. Fortunately, this is rather unusual! But if so, we guarantee 100% satisfaction to all our customers by offering a free replacement order or refund on the affected items.
All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item. Please email us at support@alpenext.com and one of our assistants will arrange a reprint or refund for you!
IV. ORDER NOT RECEIVED
If your item has not arrived within 30 days of ordering, contact us using the CONTACT US FORM to agree on reasonable solutions. (Please note that this policy excludes errors made by customers when providing incorrect shipping details on their orders.)
V. RETURNS AND REFUND
In most cases, we will replace defective items or an incorrect order simply by receiving a photo showing the specific problem with the product and including the order number.
To return your items, you must contact our customer service. Please note that in some cases you will be responsible for paying return shipping costs. If the cause of the return comes from the manufacturer, the return will be free.
Please note: Our policy lasts 14 days for replacement/refund requests only. Outside of this period, we unfortunately cannot offer you a replacement or refund.
We will offer an exchange or full refund in cases if your order:
Differs significantly from the description or preview shown to you.
Being damaged due to the fault of our factory or the carrier.
Does not correspond to what you ordered (product type, color, size, design...).
VI. NOTE
We generally DO NOT accept refunds or replacements due to customer errors such as:
- Incorrect selection of sizes, designs, colors, etc. So please review your order carefully, especially your size before checkout, to make sure your order is correct. You will find a size guide on each Product Page located below the Size Selector.
- Product was delivered outside of last 14 days
- The product is already washed, worn and used
**Please note:
- Refund or free replacement will not be accepted for damaged items in the following cases: improper care, damage in use, etc.
- Any unsuccessful deliveries due to customers' errors on delivery address or customers' unavailability, and any loss of products due to poor security of customers' living spaces, will not be eligible for return or a refund.
- Please allow 20% difference between the advertised images and the actual item you received, as sometimes the advertised images may vary slightly from the color of the actual item due to the lighting during photo shooting. photos or monitor display.
*** The refund process may take up to 7 business days and is credited back to your original payment method. Contact us via this email address for any inquiries: support@alpenext.com. We will respond to you within 24 hours (working days).
