REFUND AND RETURN POLICY
Last updated 23 November, 2022
Thank you for your purchase. We hope you are happy with it. However, if you are not completely satisfied for any reason, you may return it to us for a full refund only. Please see below for more information on our return policy.
Interpretation and Definitions
Interpretation
The words in which the initial letter is capitalized have meanings defined under the following conditions.
The following definitions shall have the same meaning regardless of whether they appear in the singular or in the plural.
Definitions
For the purposes of this Policy:
- You mean the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
- We (referred to as either, “The Company” “We”, “Us” or “Our” in this Agreement) refers to Al-Vita s.a.r.l, based in Luxembourg.
- Service refers to the Website.
- Website refers to the site accessible from https://alvitanutrition.com.
- Goods refer to the items offered for sale on the Service.
- Orders mean a request by You to purchase Goods from Us.
RETURNS
All returns must be postmarked within seven (7) days of delivery.
Please note: All items must be unopened, in new and unused condition, with all original tags, labels, and original packaging.
What if my product is damaged/wrong?
Our team does proper quality checks on every order that ships. If you have still received a damaged or wrong product, drop us an email at: help@alvitanutrition.com. You will be informed about the next steps accordingly.
Note: Please pack the product in the same condition as you have received it.
Kindly make a product-unboxing video while opening the package for the first time. Please note that the video should be free of any cuts or edits from start to finish.
What are the cases in which I can return an item?
You can return an item for the following reasons:
- Received a damaged/defective product.
- Received the wrong product.
Which are the items that cannot be returned/replaced?
Returns will not be accepted under the following conditions:
- If a request is initiated after 7 days of delivery of an order.
- If you entered the wrong shipping address at the time of placing the order.
- Discounted items.
- If the product is opened.
- Returned without original packaging including price tags, labels, original packing, freebies, and other accessories, or if original packaging is damaged.
- The serial number has been defaced.
- The product is intentionally damaged/ destroyed.
- Return or replacement request for any free or complimentary products.
- Any other reasons which are not covered under the cases in the previous section. For example, “I placed an order for the wrong product”, “Product is no longer required”, “I don’t like the product”, etc.
How long will it take for the return process to complete?
We will make sure that the return process is smooth and fast. As we receive your product for a return, we will process your refund within 7 working days after a thorough inspection of your claims.
Please note: There might be some delays, but your product and your money are in safe hands.
RETURN PROCESS
To return an item, please email customer service at help@alvitanutrition.com with your concern, order number, and the product unboxing video to obtain a Return Merchandise Authorization (RMA) number and the return address. After receiving an RMA number and address, place the item securely in its original packaging, and mail your return to the provided address in the following format:
Al-Vita s.a.r.l
Attn: Return to the origin
RMA#
————————–
——-Address——–
————————–
Please note:
- You will be responsible for all the return shipping charges. We advise you to use a trackable method to mail your return.
- Do not mail your package without getting a confirmation from us. Doing so will lead to the rejection of your return request and no refund/replacement will be offered on such returns.
DISCLAIMER: THE COMPANY HAS A DEDICATED TEAM THAT WILL CHECK THE RETURN CLAIMS AND THEIR DECISION ON YOUR REQUEST WILL BE FINAL TO ACCEPT OR REJECT. WE MAY REJECT THE RETURN REQUEST IF THERE IS DAMAGE TO THE PRODUCT OTHER THAN WHAT WAS VISIBLE IN THE UNBOXING VIDEO OR IF FOUND THE PRODUCT TO BE USED OR TAMPERED WITH. IF A RETURN REQUEST IS REJECTED, NO EXCHANGE OR REFUND WILL BE ISSUED TO THE CUSTOMER.
RULES FOR ACCEPTING SHIPMENTS
Before accepting the shipment of any product, kindly ensure that the product’s packaging is not damaged or tampered with. If the package is damaged or tampered with, we request you refuse delivery and if possible click some photos of the packaging and send it over to us so that we can take further action. We assure refund upon such refused delivery or non-delivery. If in case you choose to accept the product, you shall do it at your own risk.
REPEATED RETURN REQUESTS
- We reserve the right to impose such charges as is necessary to reimburse the expense of delivery if we observe that you have a transactional history of repeated returns.
- We also reserve a right to make the products ineligible for return or exchange, if we observe a transactional history of repeated returns.
- The liability and risk of such returns shall be on you to establish your claim for return. replacement shall only be initiated if they pass through the conditions mentioned above. If the product fails to pass through the verification and checks, the product shall be shipped back to you, for which you shall have to bear the expense.
REFUNDS
After receiving your return request and inspecting all the photos and video proof, we will process your refund. Please allow at least seven (7) business days to process your refund. Refunds will be credited to the original payment method that You used while making the purchase. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.
Please Note:
- Partial returns will have a partial refund.
Refunds: Duplicate payment
Refund of the duplicate payment made by the delegate will be processed via the same source (original method of payment) in 7 working days after intimation by the customer.
CANCELATIONS
Cancellations by you – In case we receive a cancellation notice and the order has not been shipped/dispatched by us, we shall cancel the order immediately and refund the entire amount back to your original payment method. If we have already shipped the product, we will not be able to approve the cancellation request. In such cases, the product follows the normal lifecycle process.
Cancellation by us – Under certain circumstances, it might not be possible for us to accept an order and we may be compelled to cancel the same. We reserve the right to refuse or cancel any order for any reason at our sole discretion. Some situations that may result in your order being cancelled include limitations on quantities available for purchase and inaccuracies or errors in product or pricing information. We may also ask for additional verification or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after you are charged, the said amount will be reversed back to your original payment method.
QUESTIONS
If you have any questions concerning our return and refund policy, please write to us at:
