Return, Refund & Exchange Policy

 

At Alpenia Gear, we strive to provide exceptional service to our customers. If you need to return or exchange an item, please review our policy below:

Return Policy:

  • 14-Day Return: Customers have 14 days from the date of receipt to return items they do not want.
  • Cancellation Policy:
    • If you wish to cancel an order, please contact us within 1 hour of placing the order. After this period, a 5% processing fee will be deducted from the refund total.
    • Once an order has been shipped and is in transit, we are unable to process cancellations. However, we will be happy to assist you with a return once you have received the item.

Conditions for Returns and Exchanges:

  • Unused Condition: Items must be in their original, unused condition with all original packaging.
  • Defective Products: If you receive a defective product, we will refund the full order amount and cover the return shipping cost.
  • Other Returns: If you return an item for reasons other than defects, you will be responsible for the return shipping fee.

Return Fee:

  • Shipping Fee Deduction: Your return shipping fee will be deducted from either your original payment refund or your store credit, depending on your choice.
  • Processing & Restocking Fee: A 15% processing and restocking fee will be deducted from your refund if you choose to refund to your original payment. This fee covers processing fees incurred by Visa and MasterCard, as well as labor costs for restocking the item in our warehouse.

Refund Policy:

  • Refund Timing: You will receive your refund on your purchasing card or PayPal within 3-5 days after we receive the goods at our warehouse.
  • EU Warehouse Returns: Our EU warehouse cannot currently provide return labels due to shipping from multiple countries. Customers will need to return items to the address provided by our customer support and provide the return tracking number to facilitate timely refunds.

If you have any questions or need assistance with a return or refund, please contact our customer support team.

Thank you for choosing Alpenia Gear!