Refund policy
Overview
Not in love with it? You have 30 days.
Under our 30-day return policy, you may return unused items in resaleable condition within 30 days of delivery for a refund. We want you to be completely happy with your purchase, so if it is not right for you, send it back.
Good to know: this 30-day window is our own policy and is in addition to your statutory rights. If you are an EU consumer, your separate 14-day right of withdrawal also applies (see below).
EU right of withdrawal
As an EU consumer you also have a separate statutory 14-day cooling-off period, during which you may cancel your online purchase without giving a reason. You can read more and start a cancellation on our Right of withdrawal page.
- The 14-day period starts on the day after you receive your order.
- After notifying us of your withdrawal, you must return the item within 14 days.
- If you return your full order, we refund the standard delivery cost of the original shipment. Any additional cost of a premium or faster delivery option you chose is not refunded.
- We will refund you within 14 days of receiving your withdrawal notice, although we may wait until we have received the goods back, or until you have provided proof that you have sent them.
The 30-day return window described here is our own, more generous policy offered on top of this statutory right. Your legal rights as a consumer always remain fully intact.
How to return
The easiest way to return is through our customer service:
- Email contact@alcanside.com with your order number and let us know what you would like to return.
- In most cases we send you a return link so you can create a return label and drop your parcel off quickly and at a low cost. This is the easiest and safest option, and it lowers the chance of mistakes or lost parcels.
- Pack the item securely, ideally in its original packaging, so it is protected in transit.
- You are responsible for the return shipment until it reaches us. We strongly recommend a tracked service and keeping your proof of postage until your refund is confirmed.
Prefer to send it yourself? You can return to: ALCANSIDE Return, Barnsteen 800, 3316 KK Dordrecht, Netherlands. Please include your order number and write RETURN clearly on the package. We do recommend using the return link from our customer service instead, as it is easier, cheaper and better tracked.
Condition of returns
Our 30-day return policy applies to items returned unused and undamaged, in resaleable condition, together with any packaging they came with.
If you are an EU consumer exercising your statutory right of withdrawal, you may inspect the item as you would in a shop. This statutory right is not limited by our "unused" condition. If the item has been handled more than necessary to establish its nature, characteristics and functioning, we may reduce the refund to reflect the diminished value.
Personalised items
Items featuring a name, number, initials or other custom text are made to order to your specification and therefore cannot be returned or refunded, except where the item is faulty.
Choosing a standard product model, colour, device type or size does not by itself make a product personalised. Those items follow the normal returns rules above.
Please check your personalisation carefully before ordering. If a personalised item arrives defective, your statutory rights and our warranty still apply.
Refunds
We aim to process your refund within 1 to 4 business days after receiving and checking your return, to your original payment method. In all cases where the EU right of withdrawal applies, we will process the refund within the legal timeframe set out in the EU right of withdrawal section above.
After we process the refund, your bank or card provider may take a few extra days to show the funds in your account.
Return shipping costs
You are responsible for the cost of return postage when sending an item back to us. Return shipping costs are non-refundable, unless the item is faulty, damaged on arrival, incorrect, or we made an error.
Where an item is faulty or incorrect, we cover the cost of return shipping, so a defect or our error never leaves you out of pocket.
Bundles, gifts and discounts
If you return part of an order that qualified for a bundle discount, free gift or promotional offer, your refund may be adjusted to reflect the value of the discount or gift, or we may ask you to return the free gift. This keeps things fair when only part of a qualifying order is sent back.
Sale items
Sale and discounted items can be returned under the same conditions as regular-priced items, unless clearly stated otherwise and where permitted by law.
Faulty or incorrect items
Your statutory rights as a consumer always apply. If an item arrives defective or you receive the wrong product, contact us at contact@alcanside.com. To help us resolve it quickly, please include:
- Your order number;
- A photo or video of the problem;
- A short description of the issue;
- If the parcel was damaged in transit, a photo of the packaging as well.
We will repair, replace or refund the item at no cost to you, including any return shipping we arrange. For longer-term defects, see our Warranty.
Exchanges
We do not run a formal exchange process. The easiest way to swap an item is to return it for a refund and place a new order for the product you would prefer.
US customers
Customers in the United States enjoy the same 30-day return window, with refunds issued to the original payment method once we receive and check your return.
Some US states grant additional consumer rights, which we honour where they apply to you.
Contact
For any return or refund question, email us at contact@alcanside.com and our team will be glad to help.
Alcanside B.V., Energieweg 53A, 6541 CW Nijmegen, the Netherlands. KvK 91428483, VAT NL865654694B01. For delivery times and shipping costs, see our Shipping & Returns policy.
