This Return and Refund Policy explains the conditions and procedures that apply when customers purchase T-shirts from Alviona. We aim to handle return and refund requests fairly, consistently, and in accordance with applicable consumer rights in the United Kingdom.
Company Name: Alviona
Address: 29 ALLERTON CLOSE, BOREHAMWOOD, WD6 4AF
Email: support@alviona.online
Telephone: +44 7802400670
1. Your Right to Cancel
If you purchase products from us online as a consumer, you may have the legal right to cancel your order within 14 days of receiving the goods, subject to applicable UK consumer law and any lawful exceptions.
The cancellation period normally begins on the day after you, or a person nominated by you other than the carrier, receives the goods.
If an order contains several products delivered separately, the cancellation period may begin from the date on which the final product from that order is received.
To exercise your right to cancel, you must clearly inform us of your decision within the applicable cancellation period.
You may contact us by email at support@alviona.online or by telephone at +44 7802400670.
2. Return Eligibility
To help us process returns efficiently, returned T-shirts should be handled with reasonable care while they are in your possession.
Where possible, products should be returned in a condition that allows us to identify and inspect them properly.
You may examine a product in the same way that you would reasonably be permitted to examine it in a physical shop. However, excessive handling, use, washing, wearing, alteration, staining, damage, or other deterioration may affect the amount that can be refunded where permitted by law.
Products should be returned with any original labels, tags, accessories, packaging, or documentation supplied with the order where these remain available.
Your statutory rights regarding faulty, damaged, incorrectly described, or unsuitable goods are not affected by reasonable packaging issues.
3. How to Request a Return
Before returning a product, please contact us so that we can identify your order and provide the appropriate return instructions.
When contacting us, please provide sufficient information to identify the purchase, such as your name, order information, the product you wish to return, and the reason for the return where relevant.
For damaged, defective, incorrect, or incomplete products, you may also provide photographs or other reasonable information that allows us to assess the issue.
Return requests can be sent to:
Alviona
29 ALLERTON CLOSE
BOREHAMWOOD
WD6 4AF
Email: support@alviona.online
Telephone: +44 7802400670
Please do not send a return without sufficient information to identify the related order, as this may delay processing.
4. Returning the Products
After notifying us of a cancellation or approved return, you should send the relevant products back within the period required by applicable law or within the return instructions provided to you.
You are responsible for ensuring that the parcel is packed securely enough to protect the product during transportation.
We recommend keeping evidence that the parcel has been sent until the return has been completed and any applicable refund has been processed.
The customer may be responsible for the cost of returning products when the return is based on a change of mind, unless otherwise required by law or agreed by us.
Where products are faulty, damaged, incorrectly supplied, or otherwise do not conform to the contract, return costs will be handled in accordance with your applicable statutory rights.
5. Change-of-Mind Returns
Where you are legally entitled to cancel an online purchase because you have changed your mind, you may request cancellation within the applicable cancellation period.
After cancellation, the products must be returned in accordance with the return instructions and applicable legal requirements.
A change-of-mind return does not remove your responsibility to take reasonable care of the products before they are returned.
If the value of a product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning, we may make an appropriate deduction from the refund where permitted by law.
6. Faulty or Defective Products
If a T-shirt is faulty, damaged, defective, or does not meet the standards required by applicable UK consumer law, please contact us as soon as reasonably possible.
We may request reasonable information about the problem so that we can determine the appropriate remedy.
Depending on the circumstances and your legal rights, the available remedy may include a refund, replacement, repair where appropriate, or another remedy required by law.
Nothing in this policy limits your statutory rights in relation to products that are faulty, not of satisfactory quality, not fit for purpose, or not as described.
7. Incorrect Products
If you receive a product that is different from the product you ordered, please contact us promptly.
Please provide your order information and details of the product received.
Where we confirm that an incorrect product was supplied, we will arrange an appropriate solution in accordance with applicable consumer law.
Depending on the circumstances, this may include replacement of the product or a refund.
8. Damaged Products
Please inspect your order after delivery where reasonably possible.
If the parcel or product appears to have been damaged during delivery, contact us promptly and provide sufficient information for us to investigate.
We may request photographs of the product, packaging, shipping label, or visible damage where reasonably necessary.
Where a product is confirmed to have arrived damaged, we will provide an appropriate remedy in accordance with your statutory rights.
9. Size, Fit and Preference Returns
If a T-shirt does not fit as expected or you decide that the colour, style, or appearance is not suitable for you, this will generally be treated as a change-of-mind return unless the product is faulty, incorrectly described, or materially different from what was ordered.
Where a legal cancellation right applies, you may return the product within the applicable cancellation period.
Products returned because of personal preference should not be worn beyond what is reasonably necessary to assess fit and appearance.
Products showing signs of extended wear, washing, staining, damage, odour, alteration, or other excessive handling may be subject to an appropriate deduction where permitted by law.
10. Products That Cannot Be Resold
Where permitted by applicable law, we may reduce a refund if the value of a returned product has been diminished because of unnecessary or excessive handling by the customer.
Examples may include products that have been extensively worn, washed, altered, stained, damaged, or otherwise handled beyond what would reasonably be necessary to inspect the item.
Any deduction will be assessed reasonably and in accordance with applicable consumer protection requirements.
This provision does not affect your rights where the product was already faulty, damaged, incorrect, or otherwise non-conforming when supplied.
11. Refund Amount
Where you validly cancel an eligible online purchase, we will refund amounts that we are legally required to refund.
This will normally include the price paid for the returned products.
Where required by law, the refund may also include the standard delivery charge originally paid for the order.
If you selected a more expensive delivery method than our standard delivery option, we may not be required to refund the additional delivery cost.
Any lawful deduction for diminished product value may be applied where the returned product has been handled more than reasonably necessary.
12. Refund Method
Approved refunds will normally be issued using the same payment method used for the original purchase unless another method is expressly agreed and permitted.
We will not intentionally require you to accept store credit instead of a monetary refund where you are legally entitled to a monetary refund.
The time required for funds to appear after a refund has been issued may depend on your bank, card issuer, or payment provider.
We are not responsible for processing times imposed by third-party financial institutions after the refund has been released by us.
13. Refund Processing Time
Refunds will be processed within the period required by applicable UK consumer law.
For eligible cancellation returns, we may be entitled to wait until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by law.
We will process refunds as promptly as reasonably possible after the relevant return requirements have been satisfied.
You will not be charged an administrative refund fee solely for exercising a statutory cancellation right.
14. Return Shipping Costs
For a standard change-of-mind return, you may be responsible for the direct cost of returning the product, subject to applicable law.
You should choose a suitable return method and ensure that the parcel is adequately protected.
If a product is being returned because it is faulty, damaged, incorrectly supplied, or otherwise does not conform to the purchase contract, responsibility for reasonable return costs will be determined in accordance with your legal rights.
Please contact us before arranging the return of a faulty or incorrect product so that we can provide appropriate instructions.
15. Lost Return Parcels
Until a returned parcel is received by us, responsibility for the return shipment may remain with the sender where legally applicable.
For this reason, we recommend using a return method that provides reasonable evidence of posting or tracking.
If a return parcel is lost during transportation, proof of shipment may help with any investigation involving the delivery provider.
A refund may be delayed if we cannot establish that the relevant goods have been returned or dispatched.
16. Exchanges
If you would like a different size, colour, or T-shirt, please contact us to determine whether an exchange can be arranged.
Exchange availability may depend on current stock.
If a direct exchange is not available, you may need to return the original eligible product and place a separate order for the preferred item.
Any exchange arrangement does not reduce or remove statutory rights that otherwise apply to your purchase.
17. Order Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at support@alviona.online or +44 7802400670.
If the order has not yet entered a stage where cancellation can no longer reasonably be completed, we will attempt to cancel it.
If the order has already been dispatched, you may need to wait until the goods are delivered and then use the applicable cancellation and return procedure.
Your legal cancellation rights remain subject to applicable UK consumer law.
18. Missing Items
If your order arrives without one or more products that you purchased, please contact us promptly.
Provide your order information and identify the missing product.
We may review order preparation and delivery information to determine what occurred.
Where we confirm that a purchased product was not supplied, we will provide an appropriate remedy, which may include sending the missing product or issuing a refund.
19. Refund Disputes and Contact
If you believe that a refund has been calculated incorrectly, has not been received, or has been delayed unexpectedly, please contact us before taking further action so that we can investigate.
Please provide your order information and any relevant return or refund details.
You can contact us at:
Alviona
29 ALLERTON CLOSE
BOREHAMWOOD
WD6 4AF
Email: support@alviona.online
Telephone: +44 7802400670
We will review the available information and respond as reasonably appropriate.
20. Statutory Consumer Rights
This Return and Refund Policy is intended to operate consistently with applicable consumer protection law in the United Kingdom.
Nothing in this policy is intended to exclude, restrict, or replace any statutory rights that cannot legally be excluded or restricted.
Consumers may have legal remedies where products are faulty, not of satisfactory quality, not fit for their intended purpose, or not as described.
Where any provision of this policy conflicts with a mandatory consumer right under applicable law, the mandatory legal right will take priority.